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Senior Customer Success Manager job in Toronto

Hootsuite jobs
Ontario, Toronto
Company Type:  Certified B Corporation
Industry:  Advertising & PR Services
Employment:  Full-time
Impact Area:  Productivity & Innovation
Company Name:  Hootsuite

Location
Country:  Canada
State / Province:  Ontario
City:  Toronto
Map: 

Description




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.




 Responsibilities:

Set strategic direction of client’s use of Hootsuite and partner products to address defined business challenges through a prescriptive approach to Customer Success and Hootsuite best practices
Produce and maintain a detailed project plan and collaborate with all stakeholders and distribute status reports documenting project milestones, progress, risks, decisions and overall project health on an ongoing basis.
Prepare and deliver formal quarterly business reviews with a focus on project specific milestones and customer health
Track, forecast and close renewal, up-sell and cross-sell opportunities within assigned client accounts and achieve a 120% net renewal rate
Partner with sales teams to identify executive sponsors and stakeholders for each client account
Develop and maintain a trusted advisor relationship with each client account to drive measurable business value from Hootsuite’s products, services and partners
Create and implement account penetration and adoption plans and strategies to grow Hootsuite’s footprint within assigned accounts
Attend key events, tradeshows, conferences and provide thought leadership at VIP roundtables
Manage and track KPIs (key performance indicators) in Salesforce related to renewal and expansion commitments to ensure predictable and exceptional results
Conduct contract negotiations and develop business case proposals as required
Frequent travel, up to 30% within assigned territory, will be required

 
Required Skills & Experience:

5+ years of enterprise software sales and experience managing, consulting and negotiating with Fortune 500 corporations
Proven success selling complex solutions preferably with experience in social, security and compliance across key verticals including financial services, government, higher education, healthcare and media and technology
Record of success in key accounts with responsibilities for forecasting, quota attainment, executive presentations and quarterly and annual opportunity tracking
Experience managing a multi-million dollar pipeline and demonstrated ability to work with sales teams and partners to expand business
Excellent written, communication and presentation skills
Ability to take initiative, own processes, and work independently as required
Highly organized with the ability to multi-task and to both finish short-term projects and to manage ongoing long-term strategies
Works well with others in a team sales environment



ref: (SB_10126)
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