Customer Success Manager - Scale
Hootsuite, Toronto, Ottawa, Waterloo
We are more than a social media company
We're looking for a Customer Success Manager - Scale to help us support clients’ social media strategies, advocate the full use of Hootsuite’s Enterprise-level product, and contribute to the overall positive image of the company. You are a sharp and experienced account manager, passionate about helping and leading corporations and marketing agencies to be successful in social media. You have enthusiastic business ethic, a service-oriented ethos, a keen understanding of social business, and the talent to forge strong connections with sophisticated clients. While based in Hootsuite’s Toronto office (post COVID-19), you will report to the Manager, Customer Success.
WHAT YOU’LL DO:
- Clearly communicate and guide customers on their social journey as a trusted advisor
- Actively manage the customer relationship and the lifetime value of clients across a large and diverse assigned customer base
- Oversee the initial launch and then owning the ongoing adoption and renewal of Hootsuite Enterprise and other products across multiple organizations
- Develop a thorough understanding of assigned client’s industry trends, best practices and business goals with a focus on how social media drives business value and ROI
- Identify risk, up-sell opportunities and working with internal and external stakeholders to present solutions
WHAT YOU'LL NEED:
- Proven experience of account management or social media management, or equivalent industry experience
- Background in Social Media Marketing and/or Social Media selling
- Owned and managed a set of customers and as their strategic advisor, guides them to success on their social journey with Hootsuite’s Enterprise and partner products
- Experience managing, consulting and negotiating with Fortune 1,000 corporations with proven success in growing existing accounts and relationships at scale
- You have solid written, communication and presentation skills with both a passion for and experience with social media
- 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 achieves 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 meet their needs
- Resilience, Tolerance for Change/Ambiguity: can effectively cope with change, finding ways to advance work and projects
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.
About us Hootsuite is the most widely used social media management platform. We have 15+ million customers and are recognized as a leader in social media management by Forrester, one of the most influential research and advisory firms in the world. Our battle-tested technology, extensive ecosystem, and social DNA help organizations create human connections at scale.
Want to learn more about Hootsuite? Visit Hootsuite's website.
Payroll Services. Benefits. Compliance.