We’re looking for an Account Manager to support the end-to-end renewal process for a portfolio of Hootsuite’s customers. In this role you will be responsible for day-to-day customer interaction and contract administration and be supported in implementing customer engagement and negotiation strategies. You’ll be a partner to the Customer and Sales Offices, ensuring a proactive and seamless approach to the renewal process for our existing customers. While working in a hybrid work arrangement, a blend of virtual (in accordance with Hootsuite’s distributed workforce strategy), or in Hootsuite’s Vancouver or Toronto office, you will report to our Senior Manager, Account Management.

WHAT YOU’LL DO:

• Maintain day-to-day contact with customers for a book of business, provide timely answers to questions, monitor health and adoption, reach out to improve adoption and give recommendations
• Responsible for the renewal process to ensure customer engagement. Implement negotiation strategies with manager support to drive successful renewal outcomes
• Provide weekly forecasts and maintain rolling forecasts including monitoring account data health and identifying risks and/or objections; escalate risks to internal stakeholder groups for timely mitigation to ensure customer retention. Ensure our internal customer database is up to date in order to provide visibility into forecasting
• Act as a trusted advisor throughout the renewal process, leveraging your knowledge of product fit while tailoring existing renewal strategy to meet customers’ unique needs with manager support
• Support in identifying and pursuing account expansion opportunities upon contract renewal
• Demonstrate an understanding of contract terms and processes in order to positively influence the renewal process as well as ensure a seamless customer experience
• Identify and escalate potential account risks and support in the mitigation of the risks. Consistently log feature requests, update opportunity next steps, and risk fields in Salesforce
• Onboard new customers and partner with Professional Services where applicable
• Perform other related duties as assigned

WHAT YOU’LL NEED:

• Some relevant customer facing/account management experience, preferably in the technology (SaaS) industry
• Proven success managing a customer portfolio; demonstrated ability to manage a high volume of opportunities and transactions, while leveraging data driven insights within the customer journey and sales process
• Proven record of quota attainment and/or portfolio management and can share experiences of developing business plans with a mix of tactics
• Experience using sales tools such as SFDC, Sales Navigator, 6Sense
• Open Communication: Clearly conveys thoughts, both written and verbally, listening attentively and asking questions for clarification and understanding, supporting new owls with internal training and collaboration sessions.
• Collaboration and Teamwork: Works with others to deliver results, meaningfully contributing to the team and prioritizing group needs over individual needs.
• Commitment to Results: Consistently achieving 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.

WHO YOU ARE:

• Tenacious. You are determined to succeed, and you are motivated by the success of customers, colleagues and the community.
• Curious. You are always learning and seeking ways to make things better.
• Conscientious. You keep your promises, taking your commitments to others seriously, and you have strong integrity.
• Humble. You lead with humility and empathy, respecting and learning from the perspectives of others.

In all we do, our six guiding principles light the way:

Step Up: Show the world what it looks like to live and work by these guiding principles. #StepUp

One Team: Make Hootsuite a place where everyone feels safe, welcome, valued, and empowered to do their best work without compromising who they are. #OneTeam #FreeToBeMe

Customer Obsessed: Focus relentlessly on helping our customers succeed. #CustomerObsessed

Go Fast, Be Agile: Widen our competitive advantage by committing to speed and simplicity over perfection and complexity. #GoFastBeAgile

Play to Win: Commit to building an incredible, profitable company for our customers, our employees, and our stakeholders. #PlayToWin #NoExcuses

Neighbours & Allies: Give back to our communities and be an ally. #SocialForGood #Allies

Accommodations will be provided as requested by candidates taking part in all aspects of the selection process.

#LI-CH1