Associate Account Specialist

We're looking for an Associate Account Specialist to assist our existing customers with achieving value from our services, renewing their contracts on our products, and identifying opportunities to build long term partnership with Hootsuite. In this role, you will learn to manage a high volume of customer renewals by maintaining our customer database, tracking and reporting on customer activities. You'll help to ensure customer engagement at scale, while also leaning on your customer service experience to upsell and cross sell both Hootsuite and partner products in your book of business. This is a hybrid role and is open to applicants located within commuting distance of Toronto. In this role, you will report to the Manager, Scaled Account Management.

WHAT YOU'LL DO:

• Assist with low-touch day-to-day contact with customers for our pooled accounts at scale providing timely answers to questions
• Educate our customers on Hootsuite's value proposition through pooled motion in support of renewals for low ARR, high volume account growth.
• Assist with forecasting and account health maintenance activities as required.
• Provide assistance in identifying pipeline of upsell /product add-ons upon contract renewal or during service period to meet or exceed expansion targets.
• Contribute to team renewal targets/quotas, by supporting the end to end renewal process to efficiently meet customers needs
• Ensure our internal customer database is up to date to support digital-first programmes for our pooled model
• Understand and apply contract terms and processes in order to positively influence the renewal process as well as ensure a seamless customer experience.
• Lean on cross-functional teams and internal subject matter experts to learn and provide customer value in all stages of the sales cycle.
• Track and and report on customer engagement activities and results in a timely manner, using SFDC, Front App, Gainsight, Gong and others
• Perform other related duties as assigned

WHAT YOU'LL NEED:

• Entry level experience in a customer-facing role, ideally in a fast-paced environment or industry
• Developing business acumen and tech-savvy with a growing curiosity for creating customer business value through product solutions
• Growing ability to articulate product features in an easy-to-understand language to inspire sales and build relationships
• Strong communication skills and experience presenting information via phone, video, and/or email.
• Commitment to Results: Consistently achieves results, demonstrating high performance, and challenging self and others to deliver results.
• Customer Focus: Demonstrates a desire to proactively help and serve internal/external customers to meet their needs.
• Perseverance: Pursues everything with energy, drive, and a need to finish - doesn't give up.
• Collaboration and Teamwork: Works with others to deliver results, meaningfully contributing to the team and prioritizing group needs over individual needs.
• Interpersonal Savvy: Relates openly and comfortably with diverse groups of people.

WHO YOU ARE:

• Tenacious. You are determined to succeed, and you are motivated by the success of customers, colleagues and the community.
• Curious. You are always learning and seeking ways to make things better.
• Conscientious. You keep your promises, taking your commitments to others seriously, and you have strong integrity.
• Humble. You lead with humility and empathy, respecting and learning from the perspectives of others.

In all we do, our six guiding principles light the way:

Step Up: Show the world what it looks like to live and work by these guiding principles. #StepUp

One Team: Make Hootsuite a place where everyone feels safe, welcome, valued, and empowered to do their best work without compromising who they are. #OneTeam #FreeToBeMe

Customer Obsessed: Focus relentlessly on helping our customers succeed. #CustomerObsessed

Go Fast, Be Agile: Widen our competitive advantage by committing to speed and simplicity over perfection and complexity. #GoFastBeAgile

Play to Win: Commit to building an incredible, profitable company for our customers, our employees, and our stakeholders. #PlayToWin #NoExcuses

Neighbours & Allies: Give back to our communities and be an ally. #SocialForGood #Allies

Accommodations will be provided as requested by candidates taking part in all aspects of the selection process.

#LI-AK1