Responsibilities
- Build and nurture influential relationships with strategic customers for a book of business, anticipate questions and provide relevant insights and proactively reach out to improve adoption and give recommendations on tactics to enhance social presence/ social listening for our customers.
- Proactively lead the post-sale relationship, including multithreaded customer engagements and leading negotiations to drive successful renewal and expansion outcomes.
- In collaboration with the manager, develop and utilize creative and strategic thinking in order to resolve complex issues and identify win-win renewal outcomes.
- Provide recommendations to improve our operational processes through on-the-job learning.
- Develop and maintain rolling forecasts including monitoring account data health and anticipating risks and/or objections; working proactively with the manager and other stakeholder groups to mitigate risk and develop renewal strategies; recording calls and ensuring our internal customer database is up to date with robust details to further support forecast accuracy.
- Act as a trusted advisor throughout the customer lifecycle, building multi-threaded relationships, and leveraging your in-depth knowledge of product fit while tailoring the renewal strategy to meet customers’ unique needs.
- Identify and independently pursue account upsell and cross-sell opportunities throughout the customer relationship.
- Evaluate customer needs and advocate internally as the voice of our clients on product strategy, feature development, and pricing decisions.
- Identify product and process gaps and issues and suggest potential solutions.
- Conduct Strategic Business Reviews (SBR) on a regular basis to discuss accomplishments, opportunities, account growth and to identify areas of improvement.
- Leverage deep understanding of contract terms and processes in order to positively influence the renewal process and ensure a seamless customer experience.
- Provide regular updates to leadership on weekly forecast numbers and trends.
- Log feature requests and update customer account notes in Salesforce. Identify and escalate potential account risks, and support the team with SFDC hygiene.
- Collaborate with Professional Services where applicable.
- Perform other related duties as assigned.
Requirements
- 5-7 years of account management and sales experience, preferably in the technology (SaaS) industry
- Proven success managing an enterprise customer portfolio; demonstrated ability to manage a high volume of opportunities while leveraging data-driven insights within the customer journey and sales process.
- Proven record of consistent quota attainment or portfolio management; experience developing account plans with a mix of tactics
- Experience using sales tools such as SFDC, Gong, Sales Navigator, and 6Sense Gainsight
- 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.
- Proven success negotiating and building consensus with multiple stakeholders within complex B2B environments.
- Familiarity with SaaS contracts, contract terms and experience working with legal and procurement teams.
- Accountability: holds self and others accountable to meet commitments.
- Commitment to Results: consistently achieves results, demonstrating high performance, and challenging self and others to deliver results.
- Influence: Asserts own ideas and persuades others, gaining support and commitment and mobilizing people to take action.
- 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.
- Problem-Solving: uses an organized and logical approach to find solutions to complex problems. Looks beyond the obvious to understand the root cause of problems.
- Resilience, Tolerance for Change/Ambiguity: can effectively cope with change, finding ways to advance work and projects.
Work Arrangement
Hybrid
Additional Information
- Accommodations will be provided as requested by candidates taking part in all aspects of the selection process.
