We’re looking for a Senior Customer Success Manager to support high-value customers in the assigned vertical by providing the tools and resources to achieve their business goals on social media. In this role, you’ll consult customers in their initial steps in
onboarding and provide meaningful support thereafter. The goal is to help customers truly leverage the powerful analytics available to them in order to achieve and optimize their business goals. The CSM's main responsibilities include ensuring high client retention and increasing revenue through upselling and cross-selling. This is accomplished by understanding the client's industry and business needs and helping them use the software to execute their evolving business strategies. In line with Hootsuite's distributed workforce strategy, our flexible work arrangement allows for remote work or a hybrid model. This role is open to applicants located in Luxembourg, the UK and France. In this role, you will report to the Customer Success Team Manager.
WHAT YOU’LL DO:
- Serve as the main point of contact and manage a defined set of Enterprise accounts, focused on increasing their adoption and growth
- Review customer health and flag and address any risks for churn
- When needed, partner with sales team to drive upsell opportunities
- Identify happy customers that can be used as references
- Provide feedback (from clients and own) on product features, gaps and pricing to Manager
- Demonstrate deep knowledge of our products and integrations, while keeping up with industry trends and competitors
- Work closely with Support team to properly prioritize client requests and escalations
- Evaluate and analyze customer needs and work with other departments to address them
- Develop strong relationships based on trust and transparency with clients
- Identify product and process gaps and issues and suggest potential solutions
- Provide insights to customers to ensure that they get the most out of the platform with the aim of helping grow our customer base
- Gauge customers’ levels of engagement and identity ways to improve penetration
WHAT YOU’LL NEED:
- 5+ years of relevant work experience in SaaS customer success, account management, or a strategic consulting organization
- Prior success in achieving and/or surpassing target renewal, retention & upsell rates on a consistent basis
- Prior knowledge of (or willingness to learn) marketing and advertising technology
- You have comfort with preparing and delivering formal executive business reviews (EBR) to senior-level executives, with a focus on project-specific milestones and customer health
- You have experience using customer success software (ideally Gainsight), CRM software (ideally Salesforce), and Google Applications (Docs, Sheets, Slides)
- Clear verbal and written communication skills
- Proactive team player who has fresh ideas when it comes to user adoption and churn mitigation
- Enjoys working closely with customers to ensure complete satisfaction
- A self-starter who takes the initiative to get things done
- Bilingual in English and Modern Standard Arabic (MSA), both verbal and written.
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.
What We Do
Hootsuite has been on the pulse of how people use social media for over a decade. As the global leader and world’s first social media management platform, we put social to work in every corner of every organization, from the smallest business to the largest enterprise. We are committed to helping customers harness the power of social media to ignite their brand and business.
How? Over time, we’ve adapted our software to help businesses reach their customers more efficiently across multiple platforms, improve their customer service and gain deeper analytics and consumer insights. Through our deep expertise in social media management, social insights, employee advocacy, and social customer care, we empower organizations to strategically grow their brands, businesses, and customer relationships – while guiding them through the wild world of social media.
Put simply, we help our customers with:
Social media marketing: Create, schedule, publish, and manage content and ad campaigns across social networks from a single dashboard. We help maximize the impact of social marketing by providing real-time insights, so customers can focus on other areas of their business.
Social care: By combining the power of conversational AI with the human touch of our customers’ team(s), our customer messaging platform delivers exceptional customer experiences at scale.
Social customer care: We help our customers meet their customers where they are at. Using Hootsuite, businesses can view and manage all of their customer conversations in one dashboard, providing service that’s seamless and personal.
Why Work With Us
As the creators of social media management, Hootsuite has been on the pulse of this dynamic and ever-changing space since our inception. Working at Hootsuite means being at the forefront of social innovation, tapping into courageous creativity to guide customers through the wild world of social, and helping to define what it means to ‘be social.’
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