Customer Success Executive, Australia

Australia

Overview:

 

Hootsuite’s Customer Success department is made up of smart, passionate, collaborative and experienced team members focused on helping the world’s largest corporations and government agencies be successful in social media. You will establish productive and trusted relationships with some of the world’s most prestigious organizations and brands. You will 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.


This position requires an enthusiastic business ethic, a service-oriented ethos, a keen understanding of social business, and the talent to forge strong connections with sophisticated clients.


Who you are:

  • Develops lasting relationships and guides customers on their social journey as a trusted advisor

  • Oversees the initial launch and owns the ongoing adoption and renewal of Hootsuite Enterprise and other products across multiple organizations in conjunction with multiple stakeholders

  • Actively manages the customer relationship and the lifetime value of each assigned client by helping customers realize the economic value of their purchases in order to preserve and grow revenue

  • Develops a deep understand of each assigned client’s industry trends, best practices and business goals with a focus on how social media drives business value and ROI

  • Creates and delivers quarterly business reviews at all levels of the organization both internally and externally

  • Identifies risk, upsell opportunities and works with internal and external stakeholders to present solutions

  • Attends, presents and provides leadership at key sponsored and non-sponsored industry events including tradeshows, conferences and VIP roundtables

  • Up to 25% travel may be required within region


You're great at:

  • Minimum of 7 years of SAAS account management or customer success experience - or equivalent industry experience

  • Social media savvy and experience implementing and/or advising business communication strategies

  • Experience managing, consulting and negotiating with Fortune 500 corporations

  • Expert level written, communication, presentation skills

  • Technical competence and understanding of SaaS software and APIs

  • Ability to work remotely as part of a collaborative team with the ability to be independent

  • Highly organized with the ability to multi-task and to both finish short-term projects and to manage ongoing long-term strategies

  • Bachelors degree or equivalent