Customer Success Manager (Asia) job
|Company Type:||Certified B Corporation|
|Industry:||Advertising & PR Services|
|Impact Area:||Productivity & Innovation|
|Company Name:|| Hootsuite|
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.
Hootsuite’s Corporate Customer Success department is a smart, passionate and experienced team focused on helping the world’s largest corporations and government agencies be successful in social media. You will establish productive and trusting relationships with some of the world’s most prestigious organizations. 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.
Develops lasting relationships and guides customers on their social journey as a trusted advisor
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
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
Develops 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
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
Periodic travel to client sites and industry events is required
Required Skills & Experience:
Minimum of 2+ years of SAAS account management or customer success experience - or equivalent industry experience
Experience managing, consulting and negotiating with Fortune 500 corporations
Proven success in growing existing accounts and relationships
Technical competence and understanding of SaaS software and APIs
Excellent written, communication, presentation skills
Both a passion for and experience with social media
Works well with others and loves being on a team.
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
Good Mandarin and Cantonese language skills required to liaise with Mandarin and Cantonese speaking clients