At a Glance
- Tasks: Manage and grow relationships with Mid-Market customers while driving customer value.
- Company: Join a dynamic SaaS company focused on innovation and customer success.
- Benefits: Hybrid work model, competitive salary, and opportunities for professional growth.
- Other info: Collaborative environment with a focus on personal and team development.
- Why this job: Be the key player in enhancing customer experiences and driving business success.
- Qualifications: Fluent in English and Italian, with sales or customer success experience.
The predicted salary is between 40000 - 50000 £ per year.
Requirements
- Relevant experience in sales or customer success experience, preferably in a fast-paced, SaaS industry
- Fluent in English and Italian
- Proven success managing a customer portfolio; demonstrated ability to manage a high volume of opportunities and transactions, while leveraging data-driven insights within the customer journey and sales process
- Proven record of quota attainment and/or portfolio management and can share experiences of developing business plans with a mix of tactics
- Experience using sales tools such as SFDC, Gong, Sales Navigator, 6Sense, and Gainsight
- Belief in ValueSelling, with a strong sense of what customers value and how to challenge them to develop a deeper understanding of how Hootsuite delivers impact and ROI
- Open Communication: Clearly conveys thoughts, both written and verbally, listening attentively and asking questions for clarification and understanding, supporting new owls with internal training and collaboration sessions
- Collaboration and Teamwork: Works with others to deliver results, meaningfully contributing to the team and prioritising group needs over individual needs
- Commitment to Results: Consistently achieving 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
- Negotiation: Successfully obtains commitment to a solution or idea, while maintaining integrity and relationships
- Perseverance: Pursues everything with energy, drive, and a need to finish - doesn’t give up
- Solution seeker: Focused on tackling new challenges, solving problems, and moving the business forward
- Lifelong learner: Has a growth mindset – here to learn, experiment, seek, apply, and provide feedback
- Resilient adapter: In the face of change and challenges, brings a thoughtful, calm approach, and a focus on finding the new opportunity
- Intentional collaborator: Builds positive working relationships across the business, bringing people together to foster new opportunities
- Critical challenger: Trusts the team to ask difficult questions in order to get to the best end result
- Active communicator: Listens actively and communicates ideas and information clearly, inclusively, and proactively
- Integrated thinker: Looks beyond role and responsibilities to understand how team’s work drives broader organisational goals
- Accountable owner: Takes pride in the work responsible for with a mindset of ultimate accountability and reliability for the outcomes
- Bar-raiser: Steps up to help the team grow and succeed, even when that means going beyond what might be expected
What the job involves
We're looking for an Account Manager to manage, retain, and grow relationships within our Mid-Market customer segment. In this role, you will be the primary commercial owner for a portfolio of accounts, with a clear mandate to ensure long-term customer value, successful retention, and targeted expansion. You will leverage a deep understanding of our platform and full product suite to drive consistent customer value and achieve superior renewal and expansion outcomes. This is a hybrid role based out of our London or Luxembourg offices and will report into the Manager, Account Management, Mid-Market.
- Maintain day-to-day contact with your book of Mid Market customers, establishing influential relationships by providing timely answers to questions, monitoring health and adoption, in order to enhance performance across social media
- Manage the post-sale relationships, including multithreaded customer engagements
- Implement negotiation strategies with manager support to drive successful renewal and expansion outcomes
- Provide weekly forecasts and maintain rolling forecasts ensuring SFDC is consistently updated for your customers
- Monitor account data health, identify risks and/or objections, and escalate risks to internal stakeholder groups for timely mitigation to ensure customer retention
- Act as a trusted advisor throughout the customer journey, leveraging your knowledge of product fit while tailoring existing renewal strategy to meet customers’ unique needs with manager support
- Conduct Strategic Business Reviews (SBR) to discuss accomplishments, opportunities, account growth and to identify areas of improvement
- Monitor and report on customer engagement activities and results in order to assess trends using SFDC, Gainsight, Gong and others
- Consistently build an expansion pipeline, focusing on the upsell of product add-ons upon contract renewal or during the service period to meet or exceed expansion targets
- Demonstrate an understanding of contract terms and processes in order to positively influence the renewal process as well as ensure a seamless customer experience
- Report clients' feedback to manager and relevant internal stakeholders
- Log feature requests and update customer account notes in Salesforce
- Identify and elevate potential account risks and maintain SFDC hygiene
- Collaborate with Professional Services where applicable
- Perform other related duties as assigned
Account Manager, Mid-Market (Italian Speaker, 12-month Contract) employer: Dormont Manufacturing Co
At Hootsuite, we pride ourselves on being an exceptional employer that fosters a dynamic and inclusive work culture. Our London and Luxembourg offices offer a vibrant environment where collaboration and innovation thrive, providing employees with ample opportunities for professional growth and development. With a strong commitment to customer success and a focus on results, we empower our team members to take ownership of their roles while supporting them in their journey towards achieving meaningful impact.
StudySmarter Expert Advice🤫
We think this is how you could land Account Manager, Mid-Market (Italian Speaker, 12-month Contract)
✨Get Social with Customer Support Communities
Join customer support groups on platforms like Facebook or Reddit. They often share job openings or temp opportunities. Engaging with these communities can help you learn more about the specific skills and experiences employers are looking for, plus you'll meet folks who might know about openings at companies like Dormont Manufacturing Co.
✨Leverage Seasonal Hiring Trends
Since customer support roles can spike during busy seasons (think holidays and sales periods), keep an eye out for timelines when companies ramp up hiring. Make sure to apply early and stay active; sending a quick follow-up a week after applying can show your enthusiasm for the role.
✨Flex Your Communication Skills
In customer support, communication is key! Prepare for hypothetical scenarios that test your problem-solving and customer interaction skills. Practising answers to common role-play questions can really help you shine in interviews—trust us, it makes a difference!
✨Make the Most of Job Boards
Use industry-specific job boards like Glassdoor or Indeed to find temporary roles. Don’t forget to set up alerts for customer support positions at companies like Dormont Manufacturing Co. The earlier you apply, the better your chances, so keep your finger on the pulse!
We think you need these skills to ace Account Manager, Mid-Market (Italian Speaker, 12-month Contract)
Some tips for your application 🫡
Highlight Your Communication Skills:In customer support, top-notch communication is key. Make sure your CV showcases any previous experience where you’ve had to clearly convey information or resolve issues. If you’ve handled customer queries via email or chat, mention it! Let’s see those strong verbal and written skills shine through.
Showcase Problem-Solving Experience:Employers love to see how you've handled tricky situations. Include examples in your application where you’ve tackled customer concerns or had to think on your feet. It's all about proving you can keep cool under pressure and find solutions—something super important in a temporary customer support role!
Tailor Your Approach for Temporary Roles:Since this is a temporary gig, make sure your cover letter emphasises your flexibility and eagerness to dive right in. Mention that you're ready to hit the ground running and are adaptable to new tools or systems—this shows that you understand the urgency often needed in temporary positions.
Proof of Customer Satisfaction:If you’ve got any quantifiable achievements from past customer support roles, like improved customer satisfaction scores or successful project completions, make sure to include them. Numbers speak volumes! This not only shows your capability but also gives us a reason to believe you'll bring that same success to Dormont Manufacturing Co.
How to prepare for a job interview at Dormont Manufacturing Co
✨Master the Customer Interaction Game
In customer support, we need to showcase our people skills. Prepare for role-playing scenarios where you'll demonstrate how to handle difficult customers or resolve complaints. Think about the types of issues common in Dormont Manufacturing Co's industry and how you can respond empathetically and effectively!
✨Know Your Products Inside Out
For a temporary role, it's crucial to familiarize yourself with the products or services Dormont Manufacturing Co offers. Brush up on key features, common issues, and FAQs. This knowledge will enable you to respond quickly and confidently to customer queries, showing you’re ready to jump in at a moment’s notice!
✨Flexibility is Key - Emphasise Your Adaptability!
Since this is a temporary role, we're looking to convey how quickly we can adapt to new systems or processes. Be ready to share examples of how you've quickly learned new tools or adjusted to changing environments in past roles. Show them you're the go-to person when the pressure's on!
✨Prepare for Quick Conversational Q&A
You might face a rapid-fire round of questions about customer service principles or how you'd handle specific situations. To ace this, think through different customer scenarios ahead of time, and practice your responses to ensure they're concise and impactful. The aim is to demonstrate your quick thinking and problem-solving skills!
