Senior Client Success Manager, Media and Sports

2 weeks ago

New York, New York, United States Hootsuite Full time
About the Role

We're seeking a seasoned Senior Client Success Manager, Media and Sports to join our team at Hootsuite. As a key member of our Customer Success organization, you will be responsible for delivering exceptional results for our highest-value clients in the media and sports industry.

Key Responsibilities
  • Client Management: Serve as the primary point of contact for a defined set of client accounts, spanning global media companies, sports leagues/teams, agencies, and more. Focus on increasing client adoption and account growth.
  • Relationship Building: Develop strong, trusting relationships with clients across various functions, including research, marketing, social, ad sales, press/PR, consumer insights, and more.
  • Licence Renewal and Negotiation: Manage licence renewal discussions and negotiations for defined set of clients.
  • Driving Hootsuite Value: Provide insights and analyses to customers, ensuring they get the most out of Hootsuite, with the aim of helping grow our customer base.
  • Product Knowledge: Demonstrate deep knowledge of Hootsuite products and integrations, while keeping up with industry trends and competitors.
  • Upsell and Cross-sell Opportunities: Identify and drive upsell and cross-sell opportunities in partnership with the sales team.
  • Customer Advocacy: Evaluate customer needs and advocate internally as the voice of our clients on product strategy, feature development, and pricing decisions.
  • Process Improvement: Identify product and process gaps and issues and suggest potential solutions.
  • Collaboration: Work closely with the Support team to properly prioritize client requests and escalations.
Requirements
  • Experience: Experience in selling or managing client accounts for media measurement tools, and a strong understanding of the media industry.
  • Communication Skills: Excellent communication skills and the ability to clearly articulate the value of Hootsuite's data to researchers and analysts.
  • Strategic Vision: Strong strategic vision for the customer experience, professional services, and customer support, combined with an analytical and sales mindset.
  • Analytical and Consultative Skills: Strong analytical and consultative skills and the ability to understand and interpret data, in order to provide insights and recommendations to clients.
  • Track Record: Proven track record of surpassing target renewal, retention, and upsell rates on a consistent basis.
  • Customer Advocacy: Strong customer advocacy with the ability and willingness to engage directly with customers and build relationships with C-level and VP-level stakeholders.
  • Technical Skills: Experience using customer success software (ideally Gainsight), CRM software (ideally Salesforce), and Google Applications (Docs, Sheets, Slides).
  • Team Player: Proactive team player who has fresh ideas when it comes to user adoption and churn mitigation.
  • Leadership Skills: Genuine interest in helping others succeed, and a passion for growing and coaching team members, with an eye on employee experience and engagement.
  • Operational Skills: Exceptional drive for developing new operational processes and projects and ability to fulfill operational roles.
About Hootsuite

At Hootsuite, we're committed to helping our customers succeed. Our six guiding principles are:

  • Step Up: Show the world what it looks like to live and work by these guiding principles.
  • One Team: Make Hootsuite a place where everyone feels safe, welcome, valued, and empowered to do their best work without compromising who they are.
  • Customer Obsessed: Focus relentlessly on helping our customers succeed.
  • Go Fast, Be Agile: Widen our competitive advantage by committing to speed and simplicity over perfection and complexity.
  • Play to Win: Commit to building an incredible, profitable company for our customers, our employees, and our stakeholders.
  • Neighbours & Allies: Give back to our communities and be an ally.

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