Account Manager, Mid Market

<p>We're looking for an Account Manager to manage, retain, and grow relationships within our Mid-Market customer segment. In this role, you will be the primary commercial owner for a portfolio of accounts, with a clear mandate to ensure long-term customer value, successful retention, and targeted expansion. You will leverage a deep understanding of our platform and full product suite to drive consistent customer value and achieve superior renewal and expansion outcomes. This is a hybrid role based out of our Toronto or Vancouver offices and will report into the Manager, Account Management, Mid-Market.</p> <p> </p> <p><strong>WHAT YOU’LL DO:</strong></p> <ul> <li>Maintain day-to-day contact with your book of Mid Market customers, establishing influential relationships by providing timely answers to questions, monitoring health and adoption, in order to enhance performance across social media.</li> <li>Manage the post-sale relationships, including multithreaded customer engagements. Implement negotiation strategies with manager support to drive successful renewal and expansion outcomes.</li> <li>Provide weekly forecasts and maintain rolling forecasts ensuring SFDC is consistently updated for your customers. Monitor account data health, identify risks and/or objections, and escalate risks to internal stakeholder groups for timely mitigation to ensure customer retention.</li> <li>Act as a trusted advisor throughout the customer journey, leveraging your knowledge of product fit while tailoring existing renewal strategy to meet customers’ unique needs with manager support.</li> <li>Conduct Strategic Business Reviews (SBR) to discuss accomplishments, opportunities, account growth and to identify areas of improvement</li> <li>Monitor and report on customer engagement activities and results in order to assess trends using SFDC, Gainsight, Gong and others</li> <li>Consistently build an expansion pipeline, focusing on the upsell of product add-ons upon contract renewal or during the service period to meet or exceed expansion targets.</li> <li>Demonstrate an understanding of contract terms and processes in order to positively influence the renewal process as well as ensure a seamless customer experience.</li> <li>Report clients' feedback to manager and relevant internal stakeholders</li> <li>Log feature requests and update customer account notes in Salesforce. Identify and escalate potential account risks and maintain SFDC hygiene</li> <li>Collaborate with Professional Services where applicable</li> <li>Perform other related duties as assigned.</li> </ul> <p> </p> <p><strong>WHAT YOU’LL NEED:</strong></p> <ul> <li>Relevant experience in sales or customer success experience, preferably in a fast paced, SaaS industry</li> <li>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.</li> <li>Proven record of quota attainment and/or portfolio management and can share experiences of developing business plans with a mix of tactics.</li> <li>Experience using sales tools such as SFDC, Gong, Sales Navigator, 6Sense, and Gainsight</li> <li>Belief in ValueSelling, with a strong sense of what customers value and how to challenge them to develop a deeper understanding of how Hootsuite delivers impact and ROI.</li> <li>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.</li> <li>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.</li> <li>Customer Focus: Demonstrates a desire to proactively hel ... (truncated, view full listing at source)