Senior Account Manager, Scale

<p>We're looking for a Senior Account Manager, Scale to manage, retain, and expand accounts across our pooled customer portfolio. In this role, you will leverage a deep understanding of our platform and product suite to drive customer value at scale, and achieve superior renewal and expansion outcomes, collaborating cross-functionally where needed. You will also play a supporting role in the development of our digital-first, customer strategy. This role follows a hybrid-work model and candidates need to be located within commuting distance to our Toronto or Vancouver offices.</p> <p> </p> <p><strong>WHAT YOU’LL DO:</strong></p> <ul> <li>Lead by example in managing scalable, efficient engagement with complex customers, in terms of product mix and ARR, through a pooled operating model; providing exceptional customer service at-scale with a focus on driving customer health experience.</li> <li>Monitor customers in onboarding to ensure customers achieve first value quickly and effectively through ongoing adoption tracking and targeted 1:1 interactions when needed</li> <li>Build and nurture relationships with customers by proactively providing insightful market information and solutions that maximize the benefits of Hootsuite's full product suite</li> <li>Successfully lead renewals, upsells, and expansion in your BoB by driving customer engagements at scale and educating customers on Hootsuite's full product suite and value proposition and industry-specific use cases</li> <li>Prioritize 1:1 engagement when required to maintain customer health, retention, or drive growth</li> <li>Utilize your sales expertise to drive expansion campaigns for the team and identify key white space for upsell and cross sell of our products</li> <li>Provide weekly forecasting and reporting, maintaining accurate and up-to-date account health data and proactively identifying risks and growth opportunities, as well as supporting junior team members in best practices</li> <li>Model best practices and high performance in pipeline contributions of upsell/product add-ons upon contract renewal or during service period to exceed expansion targets.</li> <li>Successfully manage the end-to-end renewal process required to hit or exceed team renewal targets/quotas, ensuring seamless execution and leveraging product expertise to drive customer satisfaction and retention</li> <li>Lead the contract negotiation process in order to maximize contract value and efficiency as well as ensure a seamless customer experience.</li> <li>Play a leading role in developing and optimization of our 1:many digital-first customer engagement strategies to further scale our pooled operating model</li> <li>Collaborate with cross-functional teams (e.g., Sales, Product, Marketing) to deliver customer value at all stages of the customer lifecycle, and contribute to product development and go-to-market strategies.</li> <li>Manage report on customer engagement activities and results using tools like SFDC, Front App, Gainsight, Gong, etc., and leverage insights to drive continuous improvements in the customer journey.</li> <li>Support our Management team with the onboarding, mentorship and training of new hires</li> <li>Play an active role in weekly team meetings by sharing advanced product and sales experience to help meet and exceed collective targets, while contributing to process improvements and team development.</li> <li>Focus on continuous learning to stay on top of product knowledge, industry best practices, and innovation</li> <li>Perform other related duties as assigned</li> </ul> <p> </p> <p><strong>WHAT YOU’LL NEED:</strong></p> <ul> <li>4-6 years of sales or customer success experience, preferably in a fast paced, SaaS industry. Proven success in monthly and quarterly sales forecasting.</li> <li>Solid business acumen and tech savvy with a strong ability to focus on customer business value, ROI, and customer solutions.</li> <li>Strong ability to articulate product features in an easy t ... (truncated, view full listing at source)