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 Strategi