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 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**:

- 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.

**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 con