Senior Account Manager

Summary

Join Hootsuite as a Senior Account Manager fluent in Spanish, leading end-to-end renewals for Spanish customers. You will manage customer engagement, renewals, negotiations, and contract administration, collaborating with management and sales offices. This role requires strong account management and sales experience in the SaaS industry, proven success in managing enterprise customer portfolios, and experience with sales tools like SFDC. Hootsuite offers a flexible work arrangement, allowing for remote work or a hybrid model, open to applicants in the UK or Spain. You will report to the Director, Customer Sales, EMEA. The ideal candidate is tenacious, curious, conscientious, and humble.

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, 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

Responsibilities

• 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
• Perform other related duties as assigned

Preferred Qualifications

Fluent in Spanish

Benefits

Flexible work arrangement allows for remote work or a hybrid model