City : London, United Kingdom; Chicago, USA; New York City, USA; Boston, USA; Atlanta, USA; Toronto, Canada; Vancouver, Canada

Category : Account Management

Industry : Technology

Employer : Hootsuite

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.

WHAT YOU’LL DO:

• 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.

WHAT YOU’LL NEED:

• 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

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.