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:
- 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
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