Manager, Scaled Account Management - Hootsuite

We’re looking for a Manager, Scaled Account Management to provide day-to-day leadership to a team of Account Specialists. Your team will be responsible for ensuring Hootsuite customers realize the value and achieve desired business outcomes through social media, as well as managing the renewal and upsell for those customers. Reporting to the Director, Scaled Account Management, you’ll partner with leaders across our global revenue organization, to support commercial activities by Account Specialists to efficiently and effectively impact customer experience and retention in our pooled model. This is a hybrid role and is open to applicants located within commuting distance of Vancouver or Toronto. In this role, you will report to the Director, Scaled Account Management.

WHAT YOU’LL DO: 

• Build, manage and drive high performing teams to strategically build on existing relationships and grow the existing Hootsuite accounts at scale, leverage our pooled engagement model and automated, standardized plans and actions supported by technology.
• Provide coaching to the team in areas of customer interactions and internal sales processes and methodologies to drive outcomes, renewals and upsells.
• Perform full scope of people management responsibilities, including hiring, leading, and developing high performing teams through mentorship, and continuous learning including Hootsuite’s commitment to Diversity, Equity, and Inclusion.
• Support the execution of scaled strategies across our pooled accounts by developing and implementing plans to achieve team specific targets by accurately forecasting revenue, identifying gaps in revenue opportunities and recommending solutions to close the gap where applicable.
• Drive and implement the appropriate engagement strategy through the team, based on both size and complexity of renewing and expanding our pooled customers.
• Actively support the team in responding to and engaging with customers in the pooled book of business as required with a focus on delivering customer outcomes and social media thought leadership.
• Collaborate with sales and customer leaders in order to identify expansion opportunities and strategies and run campaigns, as well as optimize the renewal experience for customers.
• Monitor and track the health of the sales pipeline; identify and operationalize opportunities for improvement.
• Provide support and guidance to the team as required to ensure consistent service delivery, customer issues are identified and resolved quickly and proactively
• Perform other related duties as assigned.

WHAT YOU’LL NEED: 

• Proven relevant experience, including some practical experience as a successful individual contributor with a quota in a B2B setting, working with clients from a variety of industries. Experience with Marketing, Communications and Social media is an asset.
• Considerable relevant experience as a sales leader of a successful team in a B2B setting, working with clients potentially in a variety of industries
• Experience working through complex procurement environments and problem solving
• +/- 5% accuracy of weekly/quarterly forecast of your business using a proven methodology
• Strong sense of what customers value and how to challenge thinking to help our customers develop further their understanding of why Hootsuite should be a solution they consider
• Negotiation: Successfully obtains commitment to a solution or idea, while maintaining integrity and relationships 
• Contracts and Legal: You have a strong working knowledge and capability in the Software as a Service business
• Collaboration and Teamwork: Works with others to deliver results, meaningfully contributing to the team and prioritizing group needs over individual needs 
• Commitment to Results: Consistently achieves results, demonstrating high performance, and challenging self and others to deliver results 
• Influence: Asserts own ideas and persuades others, gaining support and commitment and mobilizing people to take action 
• Interpersonal Savvy: Relates openly and comfortably with diverse groups of people
• Open Communication: Clearly conveys thoughts, both written and verbally, listening attentively and asking questions for clarification and understanding 
• Perseverance: Pursues everything with energy, drive, and a need to finish—doesn’t give up 
• Inclusive Leadership: Builds inclusive, cohesive teams which apply diversity to achieve common goals
• Play to Win: Capably delivers results through others, is good at establishing clear direction, helping others achieve their best work
• Long Range Planning: Identifies key issues and relationships relevant to achieving a long-range goal or vision; Builds an integrated plan for course of action to accomplish this vision
• Enablement: Challenges and supports others to create results but also develop new capabilities. Successfully develops the capacity and capability of team and individuals on the team

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