Technical Account Manager (15 month contract)

We’re looking for a Technical Account Manager to plan, lead, and deliver ongoing technical consultation, guidance and optimization to our customers across our full Hootsuite tech stack for a 15 month contract. As a senior member of our Professional Services team, you will act as a named technical consultant for your book of customers and deliver on the TAM hours purchased with a focus on driving product adoption, value, and renewal. You are technically-oriented with a desire to continuously uplevel your skills, creatively solve problems, and liaise with stakeholders across the business to develop solutions and services to solve customer pain points. While working remotely or in a hybrid work arrangement, a blend of virtual (in accordance with Hootsuite’s distributed workforce strategy), and in Hootsuite’s Vancouver or Toronto office, you will report to the Senior Manager, Managed Services. 

WHAT YOU’LL DO:

• Manage a book of customers and serve as their named technical consultant, providing ongoing expertise, guidance, and product value; manage delivery timelines, milestones, technical optimization goals, and facilitate business transformation strategies
• Work closely with Professional Services colleagues to manage the complex integrations of high-value customers who subscribe to paid services
• Act as a key member of the customer account team: champion the customer’s technical needs; advocate internally to resolve or enhance the customer’s product experience; and develop strong and trusted relationships with clients
• Identify opportunities for account growth where applicable, and escalate to the account management team 
• Build monthly, quarterly or annual plans for customers to ensure consumption of purchased TAM hours; produce monthly consumption reporting for your book of business; develop risk mitigation strategies against carry-over of unused deliverables
• Have an advanced understanding our core Hootsuite platform, integrations and relevant APIs; continuously upskill on our product tech stack and emerging social media technologies (e.g. ChatBots, AI) to serve as internal subject matter expert
• Act as a product knowledge hub and ensure effective customer insights are shared across the organization (e.g. between Product, Engineering, Support, etc.) 
• Manage and build technical configuration deployment guides and maintenance documentation, and manage ongoing updates
• Own, develop and lead technical enablement for the Professional Services team
• Build and refine scalable TAM processes, frameworks, and services to drive efficiency and customer value; contribute to improvements and innovation to evolve the TAM service offering over time
• Develop new multi-resource services offerings to drive incremental revenue for Hootsuite and additional value to customers, in partnership with Professional services leadership
• As a senior member of the Professional Services team, serve as an expert and mentor  providing guidance, and support contributing to the improving productivity of your peers
• Perform other related duties as assigned

WHAT YOU’LL NEED:

• Extensive relevant experience in advanced enterprise project implementation, direct customer advocacy and engagement experience in post-sales or professional services functions within SaaS or equivalent combination of education and experience
• Demonstrated ability to comprehend and translate complex business requirements into solutions that meet a customer’s goals and objectives; ability to explain complex technical issues to non-technical counterparts when necessary
• You must be customer-obsessed with strong communication and analytical skills. Experience with enterprise-grade software integrations is a must
• Process/Project Management: Skilled at figuring out and managing the processes and timelines necessary to get work accomplished
• 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
• Open Communication: Clearly conveys thoughts, both written and verbally, listening attentively and asking questions for clarification and understanding
• Collaboration and Teamwork: Works with others to deliver results, meaningfully contributing to the team and prioritizing group needs over individual needs
• Commitment to Results: Consistently achieves results, demonstrating high performance, and challenging self and others to deliver results
• Self Development: is personally committed to, and actively works to continuously improve

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.

#LI-EM