Account Manager, Scale

Hootsuite; Greater London; On-site; GBP 40,000 - 60,000; Full time

Job summary

A leading social media management platform in London is seeking a full-time Account Manager to maintain customer relationships and drive renewals and upselling. Candidates should have sales experience, strong communication skills, and the ability to analyze customer needs to deliver value. This role offers the chance to thrive in a collaborative environment that prioritizes customer success and continuous learning.

Qualifications

• Intermediate level sales or customer success experience.
• Proven success in monthly and quarterly sales forecasting.
• Strong ability to articulate product features simply.

Responsibilities

• Maintain contact with customers for pooled accounts.
• Drive renewals, upsells, and expansion in low ARR accounts.
• Manage the end-to-end renewal process.

Skills

Customer Focus

Communication

Negotiation

Collaboration

Tools

SFDC

Front App

Gainsight

Gong

Job description

We’re looking for a permanent full-time Account Manager, Scale to maintain day-to-day contact with our existing customers at scale to help them realize the value of our products and services and establish long-term partnerships with Hootsuite by exploring and qualifying future growth opportunities. In this role, you will leverage your commercial skillset to successfully manage a high volume of customer renewals while cultivating upsell, cross-sell, and expansion opportunities for both Hootsuite and Partner products in your book of business. As part of the Scaled Account Management team you will collaborate cross-functionally to provide customer value in all stages of the sales cycle. While based in Hootsuite's London office (in accordance with Hootsuite's local employment entities), you will report to Manager, Scaled Account Management.

WHAT YOU’LL DO:

• Maintain low-touch day-to-day contact with customers for our pooled accounts atscale; providing timely answers to questions and focus on driving customer healthand experience.
• Develop rapport with customers by proactively providing insightful marketinformation 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 andreporting account data health.
• Consistently contribute to generating team pipeline of upsell /product add-ons uponcontract renewal or during service period to meet or exceed expansion targets.
• Successfully manage the end-to-end renewal process required to hit or exceed teamrenewal targets/quotas, leveraging your product knowledge to efficiently meetcustomers needs.
• Demonstrate understanding of contract terms and processes in order to maximizecontract value and efficiency as well as ensure a seamless customer experience.
• Support the optimization of digital-first programmes for our pooled model byproviding 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 assesstrends using SFDC, Front App, Gainsight, Gong and others
• Share product and sales experience within the team in order to meet and exceedteam targets
• Perform other related duties as assigned

WHAT YOU’LL NEED:

• Intermediate level sales or customer success experience, preferably as an Account Executive, or Customer Success Associate or 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/externalcustomers to meet their needs.
• Negotiation: Successfully obtains commitment to a solution or idea, while maintainingintegrity and relationships.
• Perseverance: Pursues everything with energy, drive, and a need to finish - doesn’tgive up.
• Collaboration and Teamwork: Works with others to deliver results, meaningfullycontributing to the team and prioritizing group needs over individual needs.
• Interpersonal Savvy: Relates openly and comfortably with diverse groups of people.

WHO YOU ARE:

• Solution seeker. You’re focused on tackling new challenges, solving problems, and moving the business forward—and you don’t wait to be asked.
• Lifelong learner. You have a growth mindset – you’re here to learn, experiment, seek, apply, and provide feedback, share what works with your team, and move on from what doesn’t.
• Resilient adapter. In the face of change and challenges, you bring a thoughtful, calm approach, and a focus on finding the new opportunity.
• Intentional collaborator. You build positive working relationships across the business, bringing people together to foster new opportunities and to facilitate the efficient flow of information.
• Critical challenger. You have the trust in your team to ask difficult questions in order to get to the best end result.
• Active communicator. You listen actively and communicate ideas and information clearly, inclusively, and proactively.
• Integrated thinker. You look beyond your role and responsibilities to understand how your team’s work drives broader organizational goals.
• Accountable owner. You take pride in the work you’re responsible for with a mindset of ultimate accountability and reliability for the outcomes.
• Bar-raiser. You step up to help your team grow and succeed, even when that means going beyond what might be expected.

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-ZT1

Use of AI in Hiring

Hootsuite uses artificial intelligence (AI) to support our recruitment process. These tools may assist with screening and assessing applicants and / or summarizing interview feedback. All final hiring decisions are made by human decision-makers who use their professional judgement to review and evaluate relevant candidate information in addition to AI outputs. For more information about how we use AI and your rights, please see our Careers Privacy Policy.