We’re looking for a Technical Account Consultant to deliver ongoing technical consultation, guidance and optimization to our customers in every region across all Hootsuite and Talkwalker products. You will act as a technical consultant for customers who purchase TAM hours with a focus on driving product adoption, value, and renewal. As a member of our Professional Services team you will understand our expert services offerings and provide presales support in your region. You understand customer needs and 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. This is a remote role open to applicants within Maharashtra, India.
WHAT YOU’LL DO:
- Deliver technical consultancy hours to customers by providing ongoing expertise, guidance, and product value; meet delivery timelines, milestones, technical optimization goals.
- As a key member of the customer account team, provide pre sales support in your region and 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 project plans for customers to ensure consumption of purchased TAM hours; produce monthly consumption reports, as required;
- Responsible for integrations and relevant APIs and continuously upskill on our product tech stack.
- Actively contribute in refining and implementing scalable processes, reporting and services to drive efficiency and customer value; contribute to improvements to evolve professional services offerings over time
- Support and influence the sale of TAM services in your region based on quarterly revenue targets.
- In partnership with Professional Services leadership provide input on new multi-resource services offerings to drive incremental revenue for Hootsuite and additional value to customers
- Demonstrate agility by performing other duties as required
WHAT YOU’LL NEED:
- 5+ years proven experience in 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.
- Growth mindset: A curiosity to experiment, find new solutions, and embrace continuous learning
- 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:
- 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-Remote
Use of AI in Hiring
Hootsuite uses artificial intelligence (AI) to support our recruitment process. These tools may assist with screening and assessing applicants and / or summarizing interview feedback. All final hiring decisions are made by human decision-makers who use their professional judgement to review and evaluate relevant candidate information in addition to AI outputs. For more information about how we use AI and your rights, please see our Careers Privacy Policy.
Skills Required
- 5+ years of experience in enterprise project implementation, customer advocacy, and post-sales or professional services functions within SaaS or equivalent education and experience.
- Ability to translate complex business requirements into customer solutions and explain technical issues to non-technical stakeholders.
- Experience with enterprise-grade software integrations.
- Strong customer service, communication, analytical, collaboration, problem-solving, and project/process management skills.
- Ability to manage processes, timelines, milestones, and customer project plans.
- Curiosity, continuous learning, adaptability, and commitment to self-development.
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.’
Gallery
