Senior Director of Account Management, Hootsuite
$183.8-257.4k
193,000—$270,400 CAD
Expert level
Boston
Chicago
London
New York
Toronto
Vancouver
Social media management tool
Job no longer available
Social media management tool
1001+ employees
B2BEnterpriseInternal toolsMarketingContentAnalyticsSaaSSocial Media
Job no longer available
$183.8-257.4k
193,000—$270,400 CAD
Expert level
Boston
Chicago
London
New York
Toronto
Vancouver
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
- 15+ years of experience in customer success, and/or account management, with a strong track record of effective leadership, high-performance, and customer retention in your teams
- Strong quota-carrying experience in SaaS with direct responsibility for a team’s revenue targets. Commitment to Results: Consistently achieves results, demonstrating high performance, and challenging self and others to deliver results
- Proven experience and success in leading global teams, managing diverse stakeholders, and fostering a customer-centric culture
- Accountability: hold self and others accountable to meet commitments
- Collaboration and Teamwork: works with others to deliver results, meaningfully contributing to the team and prioritizing group needs over individual needs
- Customer Focus: demonstrates a desire to proactively help and serve internal/external customers to meet their needs
- Influence: Asserts own ideas and persuades others, gaining support and commitment
- And mobilizing people to take action
- Negotiation: successfully obtains commitment to a solution or idea, while maintaining
- Integrity and relationships
- Priority Setting: Focuses time/energy on the most important issues/opportunities. Clearly understand how to assess the importance of tasks and decisions
- Resilience, Tolerance for Change/Ambiguity: can effectively cope with change, finding ways to advance work and projects
- Inclusive Leadership: Builds inclusive, cohesive teams which apply diversity to achieve common goals
- Play to Win: Capably delivers results through others, is good at establishing clear direction, helping others achieve their best work
- Long Range Planning: Identifies key issues and relationships relevant to achieving a long-range goal or vision; Builds an integrated plan for course of action to accomplish this vision
- Enablement: Challenges and supports others to create results but also develop new capabilities. Successfully develops the capacity and capability of team and individuals on the team
- 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 the job involves
- We are seeking an experienced sales leader to drive our integrated customer retention strategy across some of Hootsuite’s largest, most sophisticated customers, globally
- As the Senior Director of Account Management at Hootsuite, you will be responsible for leading a diverse and high-performing team of regional leaders at Hootsuite and Talkwalker who are laser-focused on the end-to-end customer experience for
- As a thought leader and member of the Customer Office Leadership Team you will work closely with senior executives and cross-functional teams including Sales, Product, Marketing, and Finance to build and implement strategies that drive customer satisfaction and retention outcomes across your organization and beyond
- Develop, communicate, and execute a comprehensive global Account Management strategy that exceeds retention and expansion targets by leveraging our full product offering
- Lead a high-performing Account Management leadership team. Perform full scope of people management responsibilities while fostering a culture of global collaboration, achievement and continuous learning in alignment with Hootsuite's commitment to Diversity, Equity, and Inclusion
- Continually optimize the strategic plans and operating model for Account Management to meet the evolving needs of our customers and our business, and collaborate with Senior Leadership and key internal stakeholders to ensure alignment and customer retention across accounts within your book of business
- Cultivate strong executive relationships both cross-functionally and within key customer accounts, acting as an escalation point with customers, mitigating churn risk and deepening our customer relationships across Account Management
- Establish, track, and accurately forecast key metrics to measure success and drive continuous improvement both within Account Management and the broader Global Revenue Organization
- Hold leaders accountable for developing talent within their regional Account Management teams and holding them accountable to deliver bottom line results
- Analyze, identify, and proactively communicate data-driven insights to key stakeholders in order to increase customer retention and mitigate risk
- Effectively lead through organizational change, partnering closely with cross-functional stakeholders including Revenue Leadership, Finance, People, etc. to ensure change acceptance and readiness for future growth
- Serve as a positive, dynamic leader that displays optimism, strong work ethic, creative problem solving skills to mobilize your, while sharing best practices and coaching on strategy
- Demonstrate leadership and agility by embracing and performing other duties as required
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
Few candidates hear
back within 2 weeks
-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 values
- Step Up - Show the world what it looks like to live and work by these guiding principles
- One Team - Make Hootsuite a place where we all feel safe, welcomed, valued, and empowered to do our best work together without compromising who we are
- Customer Obsessed - Focus relentlessly on helping our customers succeed
- Go Fast, Be Agile - Widen our competitive advantage by committing to speed and simplicity over perfection and complexity
- Play to Win - Commit to building an incredible, profitable company for our customers, our employees, and our stakeholders
- Neighbors and Allies - Give back to our communities and be an ally
Company HQ
South Main, Vancouver, BC
Articles
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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