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.
You're Great At...
- Understanding customer needs and providing great solutions
- Conversing with different levels of clients from C-level down
- Consistently achieving targets across client retention and expansion
- Providing account management/support to a portfolio of clients;
- Strong commercial awareness; demonstrable experience of identifying growth opportunities in a client base
- Understanding SaaS software and API’s
- Contract negotiations and contract renewal processes
- Presenting and communicating
- Working in a fast-paced, entrepreneurial and rapid-growth environment
- Experience of working in an international environment
- Strong social media knowledge
- Familiarity with Hootsuite
- Language skills