Enterprise Account Manager

We’re looking for an Enterprise Account Manager to own the relationship for a portfolio of Hootsuite’s Enterprise customers. In this role, you’ll work to establish influential relationships with your customers by leveraging your experience and competency in Hootsuite/Talkwalker products, industry trends and best practices. You will collaborate with management and other stakeholders in driving renewal and expansion strategies. You’ll ensure a proactive and seamless approach to the renewal and expansion process for our customers. This is a remote-first role and is open to applicants located within provinces/states where we comply with our legal hiring entities. In this role, you will report to the Senior Manager, Account Management.

WHAT YOU’LL DO: 

• Maintain day-to-day contact with customers for a book of business, establishing influential relationships by providing timely answers to questions, monitoring health and adoption, in order to improve adoption and provide recommendations. 
• Responsible for 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 and monitoring account data health and identifying risks and/or objections; escalate risks to internal stakeholder groups for timely mitigation to ensure customer retention. 
• Act as a trusted advisor throughout the renewal and expansion 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) on a regular basis to discuss accomplishments, opportunities, account growth and to identify areas of improvement 
• Support in identifying and pursuing account expansion opportunities upon contract renewal 
• 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
• Consistently log feature requests, update opportunity next steps, and risk fields in Salesforce. 
• Collaborate with Professional Services where applicable 
• Perform other related duties as assigned. 

WHAT YOU’LL NEED: 

• Proven years of customer facing/account management experience, preferably in the technology (SaaS) industry
• 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. 

WHO YOU ARE:

• 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 YOU’LL DO:

• Maintain low-touch day-to-day contact with customers for our pooled accounts at scale; providing timely answers to questions and focus on driving customer health and experience.
• Develop rapport with customers by proactively providing insightful market information and solutions that showcase maximum benefits from Hootsuite products.
• Drive renewals, upsells, and expansion in your low ARR accounts by focusing on customer engagements at scale and educating customers on Hootsuite’s value proposition in our pooled motion.
• Provide weekly forecasts and maintain rolling forecasts including monitoring and reporting account data health.
• Consistently contribute to generating team pipeline of upsell /product add-ons upon contract renewal or during service period to meet or exceed expansion targets.
• Successfully manage the end-to-end renewal process required to hit or exceed team renewal targets/quotas, leveraging your product knowledge to efficiently meet customers needs.
• Demonstrate understanding of contract terms and processes in order to maximize contract value and efficiency as well as ensure a seamless customer experience.
• Support the optimization of digital-first programmes for our pooled model by providing recommendations based on intimate knowledge of customer database
• Collaborate cross-functionally to provide customer value in all stages of the sales cycle
• Manage and report on customer engagement activities and results in order to assess trends using SFDC, Front App, Gainsight, Gong and others
• Share product and sales experience within the team in order to meet and exceed team targets
• Perform other related duties as assigned

In all we do, our six guiding principles light the way:

Step Up: Dare to go beyond the expected to achieve greatness. #StepUp

One Team: Make Hootsuite a place we soar together by respecting each other's individuality, building trust, and showing up for the team. #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.

#LI-NS1