We’re looking for a Senior Account Manager to lead the end to end renewal process for a portfolio of Hootsuite’s large, strategic customers. In this role, you’ll be responsible for customer engagement, renewals, negotiation and contract administration. You will collaborate with management and other stakeholders in driving renewal and negotiation strategies. You’ll be a key partner to the Customer and Sales Offices to ensure a proactive and seamless approach to the renewal process for our large, strategic accounts. While working in a hybrid work arrangement, a blend of virtual (in accordance with Hootsuite’s distributed workforce strategy), and in Hootsuite’s London office, you will report to Senior Manager, Customer Sales.

WHAT YOU’LL DO:

• Build and nurture relationships with customers for a book of business, hold SBRs with strategic customers, anticipate questions and provide relevant insights and proactively reach out to improve adoption and give recommendations on tactics to enhance social presence for our customers.
• Proactively lead the renewal process, overseeing customer engagement and negotiation to drive successful renewal 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, leveraging your in-depth knowledge of product fit while tailoring the renewal strategy to meet customers’ unique needs.
• Identify and independently pursue account expansion opportunities throughout the customer relationship.
• 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. 
• Onboard customers through the development of launch schedules and timelines with measurable outcomes; ensuring technology is aligned to their goals and delivers value.
• Bilingual in Arabic and English, both written and spoken

WHAT YOU’LL NEED:

• Considerable 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, ZoomInfo, and 6Sense.
• 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

WHO YOU ARE:

• 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.

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.

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