The posting
We’re looking for a Senior Account Manager to own and grow a portfolio of customers in Emerging Markets. In this role, you will be responsible for developing and executing proactive retention and expansion strategies within your book of business to drive customer lifetime value (LTV). The Senior Account Manager will leverage a strong foundation in value-selling and business acumen to manage the full commercial cycle and ensure the proper products and services packages for the Customer. This is a hybrid role and is open to applicants located within commuting distance of our Tokyo office. In this role, you will report to the VP, Sales, Emerging Markets.
WHAT YOU’LL DO:
- Responsible for the Commercial Motion: Manage the end-to-end commercial process for a portfolio of accounts ensuring timely, predictable, and successful renewals. Proactively identify, action, and mitigate churn risks to maintain strong customer relationships.
- Drive Strategic Expansion: Identify, qualify, and close expansion opportunities (upsell/cross-sell) within your book of business, demonstrating the value of our full suite to achieve targets.
- Build Senior Relationships: Cultivate and maintain influential, multi-threaded relationships with senior stakeholders (VP and above) to align our solutions with the customer's strategic business objectives.
- Operational Excellence: Develop and execute detailed Account Plans for key customers, maintain a robust pipeline coverage (e.g., 3x), and accurately forecast weekly, monthly, and quarterly revenue targets.
- Complex Deal Navigation: Coordinate internal resources (CSMs, SCs) and navigate external buying teams (IT, Legal, Procurement) to manage and close medium-to-high complexity deals.
- Process Leadership: Follow the prescribed sales process, adding your expertise to continuously improve the renewal and expansion operations and actively participate in the Revenue Management Framework initiatives.
WHAT YOU’LL NEED:
- Significant years of account management and sales experience in the SaaS technology industry.
- Proven record of consistent quota attainment across renewal and expansion revenue streams.
- Demonstrated ability to manage a high-volume portfolio with transactions in the $50K - $100K expansion opportunity range.
- Proven success engaging with Director-level contacts and managing the complete deal cycle, including contract negotiation and coordination with legal/procurement.
- Experience applying a professional sales methodology (e.g., ValueSelling Framework) to drive impactful customer conversations and solutions.
- Fully bilingual in English and Japanese
- 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:
- Solution seeker: You’re focused on tackling new challenges, solving problems, and moving the business forward—and you don’t wait to be asked.
- Lifelong learner: You have a growth mindset – you’re here to learn, experiment, seek, apply, and provide feedback, share what works with your team, and move on from what doesn’t.
- Resilient adapter: In the face of change and challenges, you bring a thoughtful, calm approach, and a focus on finding the new opportunity.
- Intentional collaborator. You build positive working relationships across the business, bringing people together to foster new opportunities and to facilitate the efficient flow of information.
- Critical challenger: You have the trust in your team to ask difficult questions in order to get to the best end result.
- Active communicator: You listen actively and communicate ideas and information clearly, inclusively, and proactively.
- Integrated thinker: You look beyond your role and responsibilities to understand how your team’s work drives broader organizational goals.
- Accountable owner: You take pride in the work you’re responsible for with a mindset of ultimate accountability and reliability for the outcomes.
- Bar-raiser: You step up to help your team grow and succeed, even when that means going beyond what might be expected.
In all we do, our six guiding principles light the way:
Step Up: Dare to go beyond the expected to achieve greatness. #StepUp
One Team: Make Hootsuite a place we soar together by respecting each other's individuality, building trust, and showing up for the team. #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.
#LI-Hybrid #LI-IA
Use of AI in Hiring
Hootsuite uses artificial intelligence (AI) to support our recruitment process. These tools may assist with screening and assessing applicants and / or summarizing interview feedback. All final hiring decisions are made by human decision-makers who use their professional judgement to review and evaluate relevant candidate information in addition to AI outputs. For more information about how we use AI and your rights, please see our Careers Privacy Policy.
