What are the responsibilities and job description for the Senior Enterprise Account Manager, Agencies position at Hootsuite?
We're looking for a Senior Enterprise Account Manager to own the relationship for a portfolio of Hootsuite's most strategic Agency customers. In this role, you'll build, cultivate, and maintain influential customer relationships by leveraging your agency experience and demonstrating expert-level competency in Hootsuite's products, industry trends, and best practices. You will collaborate with management and other stakeholders within the Agency Sales team to drive 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 applicants located in Canada or the United States. In this role, you will report to the Manager, Customer Sucess.
WHAT YOU'LL DO :
- Build and nurture influential relationships with strategic Agency 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.
- Expand value-based relationships with key current agency POCs across holding company networks and large strategic independent agencies with the goal of securing introductions to additional internal buyers for cross-sell opportunities.
- Proactively lead the post-sale relationship, including multithreaded customer engagements and leading negotiations to drive successful renewal and expansion outcomes.
- In collaboration with your 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 your 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 pursue account upsell and cross-sell opportunities throughout the customer relationship while partnering with Account Executives within the Agency Sales team.
- Engage and meet regularly with customers to deliver value and business impact, educating them on the Hootsuite / Talkwalker agency value proposition and introducing new solutions.
- 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, and account growth and to identify areas of improvement.
- Leverage a deep understanding of contract terms and processes in order to positively influence the renewal process and ensure a seamless customer experience.
- Summarize clients' feedback to management and relevant internal stakeholders, identifying key themes and potential root causes.
- 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 :
WHO YOU ARE :
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
Variable Pay . You will be eligible to participate in Hootsuite's Sales Compensation Program. Please speak with your recruiter for more information.
Note . The base salary of our Sales Compensation Program is an absolute value instead of a range and therefore, you will see that reflected below.
Canada Pay Range For This Role
96,000-$96,000 CAD
Variable Pay . You will be eligible to participate in Hootsuite's Sales Compensation Program. Please speak with your recruiter for more information.
Note . The base salary of our Sales Compensation Program is an absolute value instead of a range and therefore, you will see that reflected below.
US Pay Range For This Role
95,000-$95,000 USD
Salary : $95,000 - $96,000
