Enterprise Account Manager, Hootsuite
CA$71.5-82k
+ Sales Compensation Program
Salesforce
Gainsight
Mid and Senior level
Remote from Canada
More information about location
Social media management tool
Be an early applicant
Social media management tool
1001+ employees
B2BEnterpriseInternal toolsMarketingContentAnalyticsSaaSSocial Media
Be an early applicant
CA$71.5-82k
+ Sales Compensation Program
Salesforce
Gainsight
Mid and Senior level
Remote from Canada
More information about location
1001+ employees
B2BEnterpriseInternal toolsMarketingContentAnalyticsSaaSSocial Media
Company mission
To empower organizations to build trust and deepen relationships through the power of social.
Role
Who you are
- Proven years of 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 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
- 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
What the job involves
- 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
- In this role, you will report to the Director, Enterprise Account Management
- 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
- 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 contract renewal or during service period to meet or exceed expansion targets
- Successfully manage the end-to-end renewal process required to hit or exceed team renewal targets/quotas, leveraging your product knowledge to efficiently meet customers needs
- Demonstrate understanding of contract terms and processes in order to maximize contract value and efficiency as well as ensure a seamless customer experience
- Support the optimization of digital-first programmes for our pooled model by providing recommendations based on intimate knowledge of customer database
- Collaborate cross-functionally to provide customer value in all stages of the sales cycle
- Manage and report on customer engagement activities and results in order to assess trends using SFDC, Front App, Gainsight, Gong and others
- Share product and sales experience within the team in order to meet and exceed team targets
Our take
Hootsuite is a leading social media management platform that’s been around since the early days of this now-ballooning online sector. With over 18 million customers, and used by over four fifths of the Fortune 1000, this giant is hugely competitive in the space.
Thought Hootsuite's plans for an IPO didn't survive the tough economic conditions of 2022 (like many of its peers, the company engaged in several rounds of layoffs), it has since reworked its leadership team to get back on course as the economy recovers.
Just like its acquisition of Sparkcentral saw the company expand into customer service, its more recent purchase of Talkwalker sees it integrate AI into its platform. The combined offering will supply businesses with a social media performance engine to turn insights into action, all fuelled by artificial intelligence.
Steph
Company Specialist at Welcome to the Jungle
Insights
Led by a woman
Top investors
-26% employee growth in 12 months
Company
Funding (last 2 of 4 rounds)
Sep 2014
$60m
SERIES D
Aug 2013
$165m
SERIES B
Total funding: $246.9m
Company benefits
- 100% coverage on mental health-related treatments in North America. Culturally appropriate trauma counselling services
- A company-wide Wellness Week between July 5 to 12 where we can all “unplug” together
- Accidental death and dismemberment (AD&D) Insurance
- Dental Insurance
- Disability Insurance
- Employee Assistance Program
- Gym / Wellness Reimbursement ($55 per month)
- Gym Discount
- Health Insurance
- Life Insurance
- Maternity Leave
- PTO (Vacation / Personal Days) - 20 days. After your two year anniversary, you get an additional two days each year until you reach thirty days (six weeks) at your sixth anniversary
- Paternity Leave
- Sick Time (for individual employee and family members)
- Bereavement Leave
- Business Travel Insurance
- Company Phones
- Fertility Assistance (Coverage for fertility treatments and gender affirmation surgeries)
- Immigration Assistance
- Phone Bill Reimbursement ($50 per month)
- Remote Work
- 401k
- Employee Discount
- Pet Friendly Workplace
- RRSP Matching
- Volunteer Time Off
Company HQ
South Main, Vancouver, BC
Leadership
Ryan Holmes
(Founder & Board Member)Previously founded interactive agency Invoke Media, served on the Board of Directors for Ariztia, and founded pre-seed fund LOI Venture.
Irina Novoselsky
(CEO)Previously Board Member at Lemonade and World Business Chicago, CEO at CareerBuilder and President at Novitex Enterprise Solutions.
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