Customer Success Manager (Contract)

4 weeks, 2 days ago
Contract
Junior
Customer and Technical Support
Hootsuite

Hootsuite

Hootsuite is the world's most widely used social media management tool, offering scheduling, content creation, analytics, and social listening in one platform. It helps businesses manage social media campaigns across multiple networks with advanced fea...

Media
10K-50K
Founded 2008
$315M raised

Description

  • Own day-to-day relationship management for a book of business and guide customers to success on their social journey.
  • Partner with Professional Services to onboard customers and develop and maintain Mutual Account Plans.
  • Lead success reviews and ensure success plan development and delivery against customer goals using tools and analytics.
  • Build and maintain relationships with customers in assigned verticals through periodic dialogues and quarterly business reviews.
  • Provide regular product release updates, metrics, and guidance on Hootsuite products, social media best practices, and industry trends.
  • Monitor account health and adoption, analyze data and trends, and intervene with adoption strategies to increase product value and uptake.
  • Collaborate with Account Managers to develop account strategies and identify qualified leads for account expansion.
  • Log feature requests, update customer account notes in Salesforce, and escalate account risks as needed.
  • Work with Customer Success teammates to meet regional targets and individual quarterly metrics such as renewal rate, CSQL, customer health, adoption, and advocacy.

Requirements

  • Intermediate customer-facing or account management experience, preferably in the technology or SaaS industry.
  • Proven success managing a customer portfolio with a record of driving adoption.
  • Demonstrated knowledge of social media and/or social marketing and business use of social.
  • Ability to quickly learn new technologies and explain software features and social media concepts clearly to customers.
  • Strong customer focus with a proactive desire to help internal and external customers meet their needs.
  • Ability to collaborate effectively and contribute to team results.
  • Strong written and verbal communication skills, including listening carefully and asking clarifying questions.
  • Ability to prioritize work effectively and focus on the most important issues and opportunities.
  • Strong problem-solving ability with a logical approach to identifying root causes and solutions.
  • Ability to negotiate commitments while maintaining integrity and relationships.

Benefits

  • Accommodations provided as requested during all aspects of the selection process.
  • Opportunity to work with Hootsuite’s enterprise and partner products.
  • Exposure to a collaborative customer success environment with internal stakeholders and cross-functional teams.

Interested in this position?

Apply directly on the company website

Apply Now

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