Technical Account Manager - Vancouver, Canada - Hootsuite

Hootsuite

Verified Company

Vancouver, Canada

2 weeks ago

Posted by:

Sophia Lee

beBee Recruiter

Description

We're looking for a Technical Account Manager to plan, lead, and deliver ongoing technical consultation, guidance and optimization to our customers across our full Hootsuite tech stack.

As a senior member of our Professional Services team, you will act as a named technical consultant for your book of customers and deliver on the TAM hours purchased with a focus on driving product adoption, value, and renewal.

You 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.

While working remotely or in a hybrid work arrangement, a blend of virtual (in accordance with Hootsuite's distributed workforce strategy), and in Hootsuite's Vancouver or Toronto office, you will report to the Senior Manager, Managed Services.

WHAT YOU'LL DO:

Manage a book of customers and serve 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 highvalue 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 with clients
Identify opportunities for account growth where applicable, and escalate to the account management team
Build monthly, quarterly or annual plans for customers to ensure consumption of purchased TAM hours; produce monthly consumption reporting for your book of business; develop risk mitigation strategies against carryover of unused deliverables
Act as a product knowledge hub and ensure effective customer insights are shared across the organization (e.g. between Product, Engineering, Support, etc.)
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 TAM processes, frameworks, and services to drive efficiency and customer value; contribute to improvements and innovation to evolve the TAM service offering over time
Develop new multiresource services offerings to drive incremental revenue for Hootsuite and additional value to customers, in partnership with Professional services leadership
As a senior member of the Professional Services team, serve as an expert and mentor providing guidance, and support contributing to the improving productivity of your peers

WHAT YOU'LL NEED:

Extensive relevant experience in advanced Enterprise project implementation, direct customer advocacy and engagement experience in postsales 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 nontechnical counterparts when necessary
You must be customerobsessed with strong communication and analytical skills. Experience with enterprisegrade software integrations is a must
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:

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: