Enterprise Account Manager

We’re looking for an 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 role is open to applicants located in London, United Kingdom & Bucharest, Romania. In this role, you will report to the Account Management Manager.

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 heal 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 Salesforce.
• Collaborate with Professional Services where applicable.
• Perform other related duties as assigned.

WHAT YOU’LL NEED:

• Considerable relevant 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 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:

• Tenacious. You are determined to succeed, and you are motivated by the success of customers, colleagues and the community.
• Curious. You are always learning and seeking ways to make things better.
• Conscientious. You keep your promises, taking your commitments to others seriously, and you have strong integrity.
• Humble. You lead with humility and empathy, respecting and learning from the perspectives of others. 
  
  

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

Step Up: Show the world what it looks like to live and work by these guiding principles. #StepUp

One Team: Make Hootsuite a place where everyone feels safe, welcome, valued, and empowered to do their best  work without compromising who they are. #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-Hybrid #LI-EM