Account Manager, Scale

Hootsuite is seeking an Account Manager, Scale to maintain day-to-day contact with existing customers and help them realize the value of Hootsuite's products and services. The role involves managing customer renewals, cultivating upsell opportunities, and collaborating cross-functionally to enhance customer value throughout the sales cycle.

Responsibilities

• Maintain low-touch day-to-day contact with customers for our pooled accounts at scale; providing timely answers to questions and focus on driving customer health and experience
• Develop rapport with customers by proactively providing insightful market information and solutions that showcase maximum benefits from Hootsuite products
• Drive renewals, upsells, and expansion in your low ARR accounts by focusing on customer engagements at scale and educating customers on Hootsuite’s value proposition in our pooled motion
• Provide weekly forecasts and maintain rolling forecasts including monitoring and reporting account data health
• Consistently contribute to generating team pipeline of upsell /product add-ons upon contract renewal or during service period to meet or exceed expansion targets
• Successfully manage the end-to-end renewal process required to hit or exceed team renewal targets/quotas, leveraging your product knowledge to efficiently meet customers needs
• Demonstrate understanding of contract terms and processes in order to maximize contract value and efficiency as well as ensure a seamless customer experience
• Support the optimization of digital-first programmes for our pooled model by providing recommendations based on intimate knowledge of customer database
• Collaborate cross-functionally to provide customer value in all stages of the sales cycle
• Manage and report on customer engagement activities and results in order to assess trends using SFDC, Front App, Gainsight, Gong and others
• Share product and sales experience within the team in order to meet and exceed team targets
• Perform other related duties as assigned

Skills

• Some relevant experience in sales or customer success, preferably as an Account Executive, Customer Success Associate, Customer Support Advocate, or Account Manager
• Proven success in monthly and quarterly sales forecasting
• Solid business acumen and tech-savvy with a strong ability to focus on customer business value, ROI, and customer solutions
• Strong ability to articulate product features in an easy to understand language to inspire sales, build trust and establish long-term relationships
• Experience in creating sales strategies inclusive of 3rd party solutions
• Strong communication and presentation skills via various platforms, including by phone, video, and email
• Commitment to Results: Consistently achieves results, demonstrating high performance and challenging self and others to deliver results
• Customer Focus: Demonstrates a desire to proactively help and serve internal/external customers to meet their needs
• Negotiation: Successfully obtains commitment to a solution or idea, while maintaining integrity and relationships
• Perseverance: Pursues everything with energy, drive, and a need to finish - doesn't give up
• Collaboration and Teamwork: Works with others to deliver results, meaningfully contributing to the team and prioritizing group needs over individual needs
• Interpersonal Savvy: Relates openly and comfortably with diverse groups of people

Benefits

• Hootsuite’s Sales Compensation Program

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