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. This role is open to applicants located near our offices in London. In this role, you will report to the Director, Account Management.
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 elevate 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
- Significant 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 negotiating and building consensus with multiple stakeholders within complex B2B environments.
- Familiarity with SaaS contracts, contract terms and experience working with legal and procurement teams.
- Accountability: holds self and others accountable to meet commitments.
- Commitment to Results: consistently achieves results, demonstrating high performance, and challenging self and others to deliver results.
- Influence: Asserts own ideas and persuades others, gaining support and commitment and mobilizing people to take action.
- 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.
- Problem‑Solving: uses an organized and logical approach to find solutions to complex problems. Looks beyond the obvious to understand the root cause of problems.
- Resilience, Tolerance for Change/Ambiguity: can effectively cope with change, finding ways to advance work and projects.
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.
Accommodations will be provided as requested by candidates taking part in all aspects of the selection process.
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