Technical Account Manager (12 Month Contract)

About this role

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 for a 12 month contract. 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. This is a remote role open to applicants within Maharashtra, India.

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 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 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 carry-over of unused deliverables

• Have an advanced understanding our core Hootsuite platform, integrations and relevant APIs; 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 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

• Perform other related duties as assigned

WHAT YOU’LL NEED:

• 8 - 12 years 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.

• 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:

• 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.…