Senior Enterprise Account Manager

We’re looking for a Senior Enterprise Account Manager to own the relationship for a portfolio of Hootsuite’s large, strategic, Enterprise customers. In this role, you’ll build, cultivate, and maintain influential relationships with your customers by leveraging your experience and demonstrating expert-level competency in Hootsuite's products, industry trends and best practices. You will collaborate with management and other stakeholders in driving renewal and expansion strategies and ensure a proactive and seamless approach to the renewal and expansion process for our customers. In line with Hootsuite's distributed workforce strategy, our flexible work arrangement allows for remote work or a hybrid model. This role is open to remote-applicants in Canada and USA (in Provinces/States where we can hire legally), unless you are near a commuting distance from our Toronto or Vancouver offices. In which case, there would be a hybrid component. WHAT YOU’LL DO: Build and nurture influential relationships with strategic customers for a book of business, anticipate questions and provide relevant insights and proactively reach out to improve adoption and give recommendations on tactics to enhance social presence/ social listening for our customers. Proactively lead the post-sale relationship, including multithreaded customer engagements and leading negotiations to drive successful renewal and expansion outcomes. In collaboration with the manager, develop and utilize creative and strategic thinking in order to resolve complex issues and identify win-win renewal outcomes. Provide recommendations to improve our operational processes through on-the-job learning. Develop and maintain rolling forecasts including monitoring account data health and anticipating risks and/or objections; working proactively with the manager and other stakeholder groups to mitigate risk and develop renewal strategies; recording calls and ensuring our internal customer database is up to date with robust details to further support forecast accuracy. Act as a trusted advisor throughout the customer lifecycle, building multi-threaded relationships, and leveraging your in-depth knowledge of product fit while tailoring the renewal strategy to meet customers’ unique needs. Identify and independently pursue account upsell and cross-sell opportunities throughout the customer relationship. Evaluate customer needs and advocate internally as the voice of our clients on product strategy, feature development, and pricing decisions. Identify product and process gaps and issues and suggest potential solutions. Conduct Strategic Business Reviews (SBR) on a regular basis to discuss accomplishments, opportunities, account growth and to identify areas of improvement. Leverage deep understanding of contract terms and processes in order to positively influence the renewal process and ensure a seamless customer experience. Provide regular updates to leadership on weekly forecast numbers and trends. Log feature requests and update customer account notes in Salesforce. Identify and escalate potential account risks, and support the team with SFDC hygiene. Collaborate with Professional Services where applicable. Perform other related duties as assigned. WHAT YOU’LL NEED: 5-7 years of account management and sales experience, preferably in the technology (SaaS) industry Proven success managing an enterprise customer portfolio; demonstrated ability to manage a high volume of opportunities while leveraging data-driven insights within the customer journey and sales process. Proven record of consistent quota attainment or portfolio management; experience developing account plans with a mix of tactics Experience using sales tools such as SFDC, Gong, Sales Navigator, and 6Sense 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. Proven success negotiat ... (truncated, view full listing at source)