We champion the power of human connection. We’re united by our shared values of grit, humility, building a better way, and passion for customer success.
Each day millions of people use Hootsuite to connect, share, and build authentic relationships. Knowing we play a role in facilitating those connections drives us. From Vancouver to London to Singapore—and across our 15 global office locations—our team of 1,000+ work purposefully to solve problems, build innovative solutions, and deliver results.
A role at Hootsuite will accelerate your career. Whether you take on a stretch assignment, take on new challenges, or follow a guru path to subject matter mastery—you will learn, grow, and make an impact.
Who you are....
Hootsuite’s Customer Success department is a smart, passionate and dedicated team 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 organisations. 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.
You have an enthusiastic business ethic, a service-oriented ethos, a keen understanding of social business, and the talent to forge strong connections with sophisticated clients. You will develop lasting relationships and guides customers on their social journey as a trusted advisor. You will actively manage the customer relationship and the lifetime value of each assigned client by helping customers realise the economic value of their purchases in order to preserve and grow revenue. You will oversee the initial launch and own the ongoing adoption and renewal of Hootsuite Enterprise and other products across multiple organisations in conjunction with multiple stakeholders, develop a deep understanding of each assigned client’s industry trends, best practices and business goals with a focus on how social media drives business value and ROI.
Success metrics in this role will include ensuring strong performance within customer renewals, increasing retention rates, improving platform adoption, and identifying upsell opportunities such as licenses and new products.
Scope of Responsibilities:
Manage, retain & grow a portfolio of clients
- Proactively engage with your clients via strategic QBRs and regular operational meetings, ensuring your clients’ needs and objectives are understood at all times
- Own the overall success of your clients by ensuring they receive effective on-boarding, training, education and support throughout their relationship with Hootsuite, raising any concerns around the delivering of these aspects to the relevant teams and management to ensure they are addressed.
- Establish strong relationships with key stakeholders within your clients’ business to ensure you have direct access to decision-makers impacting contract renewals and upsell opportunities
- Generate upsell opportunities by partnering with Account Executives to present Hootsuite’s value proposition and product offering to all relevant audiences
- Develop a deep understanding of your clients’ goals and challenges, offering best-practice advice and presenting practical solutions available within the Hootsuite product suite
- Develop, prepare, and nurture customers for advocacy
- Drive adoption of Hootsuite’s product suite, ensuring your clients feel they are gaining great value from their investment
- Monitor your clients to identify churn risk and develop action plans to address this
- Ensure any client issues are resolved quickly, by providing effective day-to-day account management and leveraging resources from across the company as needed.
- Be the immediate go-to person for your client, someone they feel partners with them in their social media strategies and can assist in meeting their objectives
- Maintain an excellent understanding of Hootsuite’s products and services at all times
- Travel to client sites as required to fulfill work duties and achieve team's objectives
- Achieve a minimum of 85% retention across client portfolio.
- Travel to client sites and industry events for face to face meetings as required
Inspire customer success across the company
- Be the customer’s voice, liaising between Hootsuite’s customers and all relevant internal teams (e.g. Professional Services, Technical Support, Product Development, etc) to ensure the needs of the customer are communicated and managed effectively.
- Gather customer product feedback and communicate with product management to shape product roadmap development
You're great at...
- Experience of providing account management/support to a portfolio of clients; ideally this would cover a range of clients, both in terms of value and industries.
- Success in consistently managing high levels of client retention
- Strong commercial awareness; demonstrable experience of identifying growth opportunities in a client base
- Technical competence and understanding of SaaS software and API’s
- Experience of contract negotiations and contract renewal processes
- Excellent presentation and communication skills
- Organised and structured approach to managing clients
- Professional and “can-do” attitude
- Team player
- Comfortable in a fast-paced, entrepreneurial and rapid-growth environment
- Experience of working in an international environment
- Strong social media knowledge
- Familiarity with Hootsuite web and mobile dashboard
- Language skills