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Customer Success Manager

hace 3 meses

Ciudad de México, Ciudad de México Hootsuite A tiempo completo
We're looking for a Customer Success Manager to manage a select portfolio of customers.

In this role, you will collaborate with internal stakeholders to onboard customers and ensure that they have the tools and resources to achieve their business goals on social.

You will guide customers to success on their social journey and support business outcomes while being responsible for user adoption, revenue retention and growth, and customer advocacy.

You will actively engage in periodic dialogues and quarterly business reviews, providing regular product release updates, and metrics.

While working in a hybrid work arrangement, a blend of virtual (in accordance with Hootsuite's distributed workforce strategy), and in Hootsuite's Mexico City office, you will report to our Director, Sales - LATAM.


Note:
Please submit your resume in English.

WHAT YOU'LL DO:

  • Own the day to day relationship management for a book of business, guiding customers to success on their social journey with Hootsuite's Enterprise and partner products.
  • Partner with Professional Services to onboard customers, develop and maintain Mutual Account Plans, lead success reviews, and ensure success plan development and delivery against customer goals by leveraging tools and analytics
  • Develop relationships with customers in assigned vertical(s). Gauge customer progress and preferences by actively engaging in periodic dialogues and quarterly business reviews, providing regular product release updates, and metrics
  • Demonstrate expertise in Hootsuite's products and social media by keeping up with industry trends and best practices.
  • Actively monitor account health and adoption throughout the length of the relationship, and ensure high uptake of Hootsuite and partner products by analyzing data/metrics/industry trends, and intervening with adoption strategies that showcase how customers can enhance their workflows and better use our products to derive further value.
  • Collaborates with Account Manager to develop account strategies and to identify qualified leads (CSQL) for account expansion.
  • Log feature requests and update customer account notes in Salesforce. Identify and escalate potential account risks, as required
  • Collaborate with Customer Success teammates to meet and exceed quarterly regional targets, while being accountable for individual quarterly metrics including Personal Net Renewal Rate, CSQL, Customer Health, Adoption, and Advocacy.
  • Perform other related duties as assigned.

WHAT YOU'LL NEED:

  • Proven customerfacing / account management experience, preferably in the technology (SaaS) industry; proven success managing a customer portfolio with record of successful adoption
  • Demonstrated knowledge of social media and/or social marketing and business use of social
  • Tech Savvy: Ability to quickly learn new technologies and explain software features and social media concepts to customers in a simple, succinct manner
  • Customer Focus: demonstrates a desire to proactively help and serve internal/external customers meet their needs
  • Collaboration and Teamwork: works with others to deliver results, meaningfully contributing to the team and prioritizing group needs over individual needs
  • Open Communication: clearly conveys thoughts, both written and verbally, listening attentively and asking questions for clarification and understanding, support new owls with internal training & collaboration sessions
  • Priority Setting: focuses time/energy on the most important issues/opportunities. Clearly understand how to assess importance of tasks and decisions
  • Commitment to Results: consistently achieves results, demonstrating high performance, and challenging self and others to deliver results
  • Problem Solving: uses an organized and logical approach to find solutions to complex problems. Looks beyond the obvious to understand the root cause of problems
  • Negotiation: successfully obtains commitment to a solution or idea, while maintaining integrity and relationships

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 comp