We’re looking for an Implementation Specialist to help us lead and execute implementation projects for Hootsuite products and solutions in order to contribute to long term customer success. You’ll work closely with our success team, leading multiple implementation projects simultaneously in a highly collaborative environment, ensuring deliverables are on time and aligned to customer needs. While working in a hybrid work arrangement, a blend of virtual (in accordance with Hootsuite’s distributed workforce strategy), and in Hootsuite’s Mexico City office, you will report to Manager, Customer Onboarding. Please note that the role can include up to 20% of travel to client sites when required.
**Please submit your resume in English**
WHAT YOU’LL DO
- Lead multiple customer implementation projects with a process and outcome-oriented approach, in order to deliver high quality standards and exceed customer expectations.
- Discover customer needs and execute technical and business objectives of each implementation project, driving time to value and product adoption.
- Identify project risks and work with internal stakeholders to mitigate and ensure successful implementation outcomes.
- Design and conduct customized training sessions for customers, both online and in-person.
- Maintain an in-depth understanding of Hootsuite’s products, apps, services as well as knowledge of external partner products and services.
- Collaborate cross-functionally within the Implementation team as well as more broadly with Customer Success and Sales in order to optimize implementation outcomes.
WHAT YOU’LL NEED:
- Some practical experience in a customer-facing or client management role using and implementing SaaS platforms, or equivalent combination of relevant experience
- Experience in project management is a plus
- Demonstrated ability to manage multiple customer projects and deliver based on project scope and customer needs.
- Technical skills and ability to troubleshoot technical problems with respect to provision work
- Customer Focus: Demonstrates a desire to proactively help and serve internal/external customers to meet their program needs.
- Commitment to Results: Consistently achieves results, demonstrating high performance, and challenging self and others to deliver results.
- Collaboration and Teamwork: Works with others to deliver results, meaningfully contributing to the team and prioritizing group needs over individual needs.
- Perseverance: Pursues everything with energy, drive, and a need to finish—doesn’t give up.
- Open Communication: Clearly conveys thoughts, both written and verbally, listening attentively and asking questions for clarification and understanding.
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: 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-NS1
#LI-Remote
#LI-Hybrid
Top Skills
What We Do
Hootsuite has been on the pulse of how people use social media for over a decade. As the global leader and world’s first social media management platform, we put social to work in every corner of every organization, from the smallest business to the largest enterprise. We are committed to helping customers harness the power of social media to ignite their brand and business.
How? Over time, we’ve adapted our software to help businesses reach their customers more efficiently across multiple platforms, improve their customer service and gain deeper analytics and consumer insights. Through our deep expertise in social media management, social insights, employee advocacy, and social customer care, we empower organizations to strategically grow their brands, businesses, and customer relationships – while guiding them through the wild world of social media.
Put simply, we help our customers with:
Social media marketing: Create, schedule, publish, and manage content and ad campaigns across social networks from a single dashboard. We help maximize the impact of social marketing by providing real-time insights, so customers can focus on other areas of their business.
Social care: By combining the power of conversational AI with the human touch of our customers’ team(s), our customer messaging platform delivers exceptional customer experiences at scale.
Social customer care: We help our customers meet their customers where they are at. Using Hootsuite, businesses can view and manage all of their customer conversations in one dashboard, providing service that’s seamless and personal.
Why Work With Us
As the creators of social media management, Hootsuite has been on the pulse of this dynamic and ever-changing space since our inception. Working at Hootsuite means being at the forefront of social innovation, tapping into courageous creativity to guide customers through the wild world of social, and helping to define what it means to ‘be social.’
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