- We’re looking for an Account Manager, Scale to maintain day-to-day contact with our existing customers at scale to help them realize the value of our products and services and establish long-term partnerships with Hootsuite by exploring and qualifying future growth opportunities
- In this role, you will leverage your commercial skillset to successfully manage a high volume of customer renewals, while cultivating upsell, cross sell and expansion opportunities for both Hootsuite and Partner products in your book of business

- As part of the Scaled Account Management team you will collaborate cross-functionally to provide customer value in all stages of the sales cycle

- This is a hybrid role and is open to applicants located within commuting distance of our Toronto or Vancouver office
- In this role, you will report to the Manager, Scaled Account Management

- Maintain low-touch day-to-day contact with customers for our pooled accounts at scale; providing timely answers to questions and focus on driving customer health and experience

- Develop rapport with customers by proactively providing insightful market information and solutions that showcase maximum benefits from Hootsuite products

- Drive renewals, upsells, and expansion in your low ARR accounts by focusing on customer engagements at scale and educating customers on Hootsuite’s value proposition in our pooled motion

- Provide weekly forecasts and maintain rolling forecasts including monitoring and reporting account data health

- Consistently contribute to generating team pipeline of upsell /product add-ons upon contract renewal or during service period to meet or exceed expansion targets

- Successfully manage the end-to-end renewal process required to hit or exceed team renewal targets/quotas, leveraging your product knowledge to efficiently meet customers needs

- Demonstrate understanding of contract terms and processes in order to maximize contract value and efficiency as well as ensure a seamless customer experience

- Support the optimization of digital-first programmes for our pooled model by providing recommendations based on intimate knowledge of customer database

- Collaborate cross-functionally to provide customer value in all stages of the sales cycle





- Manage and report on customer engagement activities and results in order to assess trends using SFDC, Front App, Gainsight, Gong and others

- Share product and sales experience within the team in order to meet and exceed team targets

- Perform other related duties as assigned

Advantages

- 100% coverage on mental health-related treatments in North America. Culturally appropriate trauma counselling services
- A company-wide Wellness Week between July 5 to 12 where we can all “unplug” together

- Accidental death and dismemberment (AD&D;) Insurance

- Dental Insurance

- Disability Insurance

- Employee Assistance Program
- Gym / Wellness Reimbursement ($55 per month)

- Gym Discount

- Health Insurance

- Life Insurance

- Maternity Leave
- PTO (Vacation / Personal Days) - 20 days. After your two year anniversary, you get an additional two days each year until you reach thirty days (six weeks) at your sixth anniversary

- Paternity Leave
- Sick Time (for individual employee and family members)

- Bereavement Leave

- Business Travel Insurance

- Company Phones
- Fertility Assistance (Coverage for fertility treatments and gender affirmation surgeries)

- Immigration Assistance
- Phone Bill Reimbursement ($50 per month)

- Remote Work
- 401k

- Employee Discount

- Pet Friendly Workplace

- RRSP Matching
- Volunteer Time Off- Solid business acumen and tech-savvy with a strong ability to focus on customer business value, ROI, and customer solutions

- Perseverance: Pursues everything with energy, drive, and a need to finish - doesn’t give up

- Customer Focus: Demonstrates a desire to proactively help and serve internal/external customers to meet their needs

- Negotiation: Successfully obtains commitment to a solution or idea, while maintaining integrity and relationships

- Commitment to Results: Consistently achieves results,



demonstrating high performance and challenging self and others to deliver results

- Resilient adapter. In the face of change and challenges, you bring a thoughtful, calm approach, and a focus on finding the new opportunity

- Solid communication and presentation skills via various platforms, including by phone, video, and email

- Bar-raiser. You step up to help your team grow and succeed, even when that means going beyond what might be expected

- Interpersonal Savvy: Relates openly and comfortably with diverse groups of people

- Lifelong learner. You have a growth mindset – you’re here to learn, experiment, seek, apply, and provide feedback, share what works with your team, and move on from what doesn’t

- Some relevant experience in sales or customer success, preferably as an Account Executive, Customer Success Associate, Customer Support Advocate, or Account Manager

- Accountable owner. You take pride in the work you’re responsible for with a mindset of ultimate accountability and reliability for the outcomes

- Solution seeker. You’re focused on tackling current challenges, solving problems, and moving the business forward—and you don’t wait to be asked

- Proven success in monthly and quarterly sales forecasting

- Collaboration and Teamwork: Works with others to deliver results, meaningfully contributing to the team and prioritizing group needs over individual needs

- Solid ability to articulate product features in an easy to understand language to inspire sales, build trust and establish long-term relationships

- Experience in creating sales strategies inclusive of 3rd party solutions

- Integrated thinker. You look beyond your role and responsibilities to understand how your team’s work drives broader organizational goals

- Active communicator. You listen actively and communicate ideas and information clearly, inclusively, and proactively

- Intentional collaborator. You build positive working relationships across the business, bringing people together to foster new opportunities and to facilitate the efficient flow of information

- Critical challenger. You have the trust in your team to ask difficult questions in order to get to the best end result

📌 Account Manager (Scale) (Toronto)
🏢 Hootsuite
📍 Toronto