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 prioritizing 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. You’re focused on tackling new challenges, solving problems, and moving the business forward—and you don’t wait to be asked
- 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
- Resilient adapter. In the face of change and challenges, you bring a thoughtful, calm approach, and a focus on finding the new opportunity
- 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
- Active communicator. You listen actively and communicate ideas and information clearly, inclusively, and proactively
- Integrated thinker. You look beyond your role and responsibilities to understand how your team’s work drives broader organizational goals
- Accountable owner. You take pride in the work you’re responsible for with a mindset of ultimate accountability and reliability for the outcomes
- Bar-raiser. You step up to help your 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. Mid-Market (Italian Speaker, 12-month contract) 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 escalation 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
