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 where we comply with our legal hiring entities. In this role, you will report to the Director, Enterprise 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.

Variable Pay. You will be eligible to participate in Hootsuite’s Sales Compensation Program. Please speak with your recruiter for more information.

Note. The base salary of our Sales Compensation Program is an absolute value instead of a range and therefore, you will see that reflected below.