Technical Account Manager - Remote

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 and Talkwalker 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.In line with Hootsuite's distributed workforce strategy, our flexible work arrangement allows for remote work. In this role, you will report to the Senior Manager, Technical Account Management.

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 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; 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; develop risk mitigation strategies against carry-over of unused deliverables

continuously upskill on our product tech stack and emerging social media technologies (e.g. ChatBots, AI) to serve as internal subject matter expert

Act as a product knowledge hub and ensure effective customer knowledge and 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 multi-resource 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

Extensive proven experience in advanced 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

Process/Project Management: Skilled at figuring out and managing the processes and timelines necessary to get work accomplished

Consistently achieves results, demonstrating high performance, and challenging self and others to deliver results

You are determined to succeed, and you are motivated by the success of customers, colleagues and the community.

S tep Up: Show the world what it looks like to live and work by these guiding principles. #Customer Obsessed: Focus relentlessly on helping our customers succeed. #Go Fast, Be Agile: Play to Win: Commit to building an incredible, profitable company for our customers, our employees, and our stakeholders. #Neighbours & Allies: Give back to our communities and be an ally. #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.