As a senior member of Hootsuite’s Professional Services team, you will lead the implementation of Talkwalker and Hootsuite’s Enterprise product and service offerings for customers with complex needs. You maintain top-notch expertise in Hootsuite’s implementation methodology and strive to accelerate the time to first value for Enterprise customers by driving successful adoption in the most efficient ways possible. You are technically-oriented, have expert project management expertise and a strong passion for social media and its ability to drive valuable business outcomes. You must be customer-obsessed with strong communication and analytical skills. Experience with enterprise-grade software integrations is a must. This role is open to applicants located in London, England, United Kingdom. In this role, you will report to the Manager, Customer Onboarding.
WHAT YOU’LL DO:
- Manage all activities related to solution implementation for Enterprise customers including: leading scoping sessions, documenting requirements, creating project plans, assigning launch and training resources, managing customer and internal stakeholder expectations while focusing on delivering time-to-value.
- Set clear project expectations and achievable timeline goals required to execute the technical and business objectives based on the scope of the implementation and supporting adoption, rollout and governance strategies and education plans.
- Be the internal post-sale technical liaison for Professional Services within Solution Architecture, Platform, App Directory, Customer Success Managers and Product Teams.
- Partner with the Customer Success Team to provide consultative reviews/recommendations to customers that have the opportunity to realize more value from HS solutions or require consultation around their existing solution as needed.
- Lead and educate the broader Professional Services Team on complex client engagements requiring integration via Hootsuite APIs or other app integrations offered by Hootsuite.
WHAT YOU’LL NEED:
- Extensive experience in Enterprise project implementation in IT, SaaS or consulting-related functions.
- Demonstrated ability to identify and translate complex business requirements into solutions that meet a customer’s goals and objectives.
- 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.
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-Hybrid
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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