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Senior Enterprise Account Manager

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Hootsuite

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Location:
Canada; United States

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Category:
Sales

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Contract Type:
Not provided

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Salary:

81500.00 - 114100.00 CAD; USD / Year
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Job Description:

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.

Job Responsibility:

  • 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 Strategic Business Reviews (SBR) on a regular basis to discuss accomplishments, opportunities, account growth and to identify areas of improvement
  • Leverage deep understanding of contract terms and processes in order to positively influence the renewal process and ensure a seamless customer experience
  • 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

Requirements:

  • 5-7 years of account management and sales experience, preferably in the technology (SaaS) industry
  • 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 with legal and procurement teams
  • Accountability: holds self and others accountable to meet commitments
  • Commitment to Results: consistently achieves results, demonstrating high performance, and challenging self and others to deliver results
  • 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
  • Perseverance: pursues everything with energy, drive, and a need to finish—doesn’t give up
  • Problem-Solving: uses an organized and logical approach to find solutions to complex problems. Looks beyond the obvious to understand the root cause of problems
  • Resilience, Tolerance for Change/Ambiguity: can effectively cope with change, finding ways to advance work and projects

Nice to have:

  • Solution seeker
  • Lifelong learner
  • Resilient adapter
  • Intentional collaborator
  • Critical challenger
  • Active communicator
  • Integrated thinker
  • Accountable owner
  • Bar-raiser
What we offer:
  • Health insurance including medical, dental, vision, life/disability insurances
  • Employee and Family Assistance Program
  • Group RRSP plan with a company match of up to 4% of base salary (Canada)
  • 401k Plan with a company match (up to 4% of base salary) (US)
  • Global Parental Leave: 26 weeks of full and partially paid leave for permanent employees after 12 months

Additional Information:

Job Posted:
March 21, 2026

Employment Type:
Fulltime
Work Type:
Remote work
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