Associate Customer Success Manager, Hootsuite
CA$57.2k
+ Variable Pay
More information about location
2 days a week in office
Social media management tool
Open for applications
Social media management tool
1001+ employees
Open for applications
CA$57.2k
+ Variable Pay
More information about location
2 days a week in office
1001+ employees
Company mission
To empower organizations to build trust and deepen relationships through the power of social.
Role
Who you are
- Entry level customer-facing or account management experience, preferably in the technology (SaaS) industry; proven success managing customers is an asset
- 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
- 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 Associate Customer Success Manager to support a portfolio of customers at scale
- As part of Hootsuite’s Customer Success team, you will collaborate with internal stakeholders, and leverage automation and scaled strategies to ensure your customers have the tools and resources they need to achieve their business goals on social
- You will learn to understand your customers and support their success through regular engagement and assessments in support of sustained customer health, adoption, advocacy, and timely renewals
- In this role, you will report to the Senior Manager, Customer Success
- Provide first hand support to customers in your book of business by guiding them to success on their social journey using automated tools and pre-defined processes that require minimal intervention. Escalate complex requests to senior members within the team
- Actively engage in the learning process to understand customers’ social goals, use cases and desired outcomes. Support the customers through a standardized set of actions, leveraging automated journeys and scaled assets, to successfully deliver against those goals
- Distribute customer portfolio into relevant segments based on established criteria and maintain success and customer engagement plans as per segment strategy
- Develop relationships with customers at scale to gauge customer progress and preferences by engaging in periodic dialogues and business reviews, leveraging automation wherever possible
- Demonstrate growing expertise in Hootsuite's products and social media along with keeping up with industry trends and best practices
- Monitor customer account health and adoption throughout the length of the relationship, and leverage automation and standardized strategies to encourage a high uptake of Hootsuite and partner products
- Share insightful information about customers with Account Executives to identify qualified leads (CSQL) for account expansion
- Log feature requests and update customer account notes in Salesforce. Identify and escalate potential account risks through conversations or relationships with customers to Customer Success leadership
- 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
Our take
Hootsuite is a leading social media management platform that’s been around since the early days of this now-ballooning online sector. With over 18 million customers, and used by over four fifths of the Fortune 1000, this giant is hugely competitive in the space.
Thought Hootsuite's plans for an IPO didn't survive the tough economic conditions of 2022 (like many of its peers, the company engaged in several rounds of layoffs), it has since reworked its leadership team to get back on course as the economy recovers.
Just like its acquisition of Sparkcentral saw the company expand into customer service, its more recent purchase of Talkwalker sees it integrate AI into its platform. The combined offering will supply businesses with a social media performance engine to turn insights into action, all fuelled by artificial intelligence.
Steph
Company Specialist at Welcome to the Jungle
Insights
-26% employee growth in 12 months
Company
Funding (last 2 of 4 rounds)
Sep 2014
$60m
SERIES D
Aug 2013
$165m
SERIES B
Total funding: $246.9m
Company benefits
- 100% coverage on mental health-related treatments in North America. Culturally appropriate trauma counselling services
- A company-wide Wellness Week between July 5 to 12 where we can all “unplug” together
- Accidental death and dismemberment (AD&D) Insurance
- Dental Insurance
- Disability Insurance
- Employee Assistance Program
- Gym / Wellness Reimbursement ($55 per month)
- Gym Discount
- Health Insurance
- Life Insurance
- Maternity Leave
- PTO (Vacation / Personal Days) - 20 days. After your two year anniversary, you get an additional two days each year until you reach thirty days (six weeks) at your sixth anniversary
- Paternity Leave
- Sick Time (for individual employee and family members)
- Bereavement Leave
- Business Travel Insurance
- Company Phones
- Fertility Assistance (Coverage for fertility treatments and gender affirmation surgeries)
- Immigration Assistance
- Phone Bill Reimbursement ($50 per month)
- Remote Work
- 401k
- Employee Discount
- Pet Friendly Workplace
- RRSP Matching
- Volunteer Time Off
Company HQ
South Main, Vancouver, BC
Leadership
Ryan Holmes
(Founder & Board Member)Previously founded interactive agency Invoke Media, served on the Board of Directors for Ariztia, and founded pre-seed fund LOI Venture.
Irina Novoselsky
(CEO)Previously Board Member at Lemonade and World Business Chicago, CEO at CareerBuilder and President at Novitex Enterprise Solutions.
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