Senior Enterprise Account Manager, Agencies

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:

• Senior level account management and sales experience, preferably in the technology (SaaS) industry and preferably with Agencies.
• Proven success managing an enterprise customer portfolio; demonstrated ability to manage a high volume of opportunities while leveraging data-driven insights within the customer journey and sales process. 
• Proven record of consistent quota attainment or portfolio management; experience developing account plans with a mix of tactics.
• Experience using sales tools such as SFDC, Gong, Sales Navigator, and 6Sense 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. 
• Proven success negotiating and building consensus with multiple stakeholders within complex B2B environments. 
• Familiarity with SaaS contracts, contract terms and experience working wit