Hootsuite is hiring a Technical Account Manager to plan, lead, and deliver ongoing technical consultation, guidance, and optimization for customers across the full Hootsuite and Talkwalker technology stack. As a senior member of the Professional Services team, you will act as a named technical consultant for your book of customers, delivering on purchased service hours with a focus on driving product adoption, value, and renewal.

What You'll Do

Manage a book of customers 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.
Identify opportunities for account growth where applicable and escalate to the account management team.
Build monthly, quarterly, or annual project plans for customers to ensure consumption of purchased service hours; produce monthly consumption reporting; develop risk mitigation strategies against carry-over of unused deliverables.
Maintain an advanced understanding of the core Hootsuite platform, Talkwalker products, integrations, and relevant APIs; continuously upskill on the product tech stack and emerging social media technologies to serve as an internal subject matter expert.
Act as a product knowledge hub and ensure effective customer knowledge and insights are shared across the organization.
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 Technical Account Management processes, frameworks, and services to drive efficiency and customer value.
Develop new multi-resource service offerings to drive incremental revenue and additional value for customers, in partnership with Professional Services leadership.
As a senior member of the team, serve as an expert and mentor providing guidance and support to improve the productivity of your peers.

What We're Looking For

Extensive proven experience in advanced Enterprise project implementation, direct customer advocacy, and engagement experience in post-sales or professional services functions within SaaS.
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.
Must be customer-obsessed with strong communication and analytical skills.
Experience with enterprise-grade software integrations is a must.
Process and project management skills: 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.
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.
Self development: is personally committed to, and actively works to continuously improve.

Technical Stack

Hootsuite platform
Talkwalker products
Integrations
Relevant APIs
Social media technologies
ChatBots
AI

Team & Environment

You will be a senior member of the Professional Services team, reporting to the Senior Manager, Technical Account Management.

Benefits & Compensation

Health insurance including medical, dental, vision, life/disability insurances.
Employee and Family Assistance Program.
Group RRSP plan with a company match of up to 4% of base salary (Canada).
401k Plan with a company match (up to 4% of base salary) (US).
Global Parental Leave: 26 weeks of full and partially paid leave for eligible permanent employees after 12 months.