Implementation Specialist

Summary

Join Hootsuite as an Implementation Specialist and lead multiple customer implementation projects, ensuring on-time deliverables and exceeding customer expectations. You will work closely with the success team in a hybrid work arrangement, balancing virtual and in-office work in Mexico City. This role involves collaborating cross-functionally, designing training sessions, and maintaining a deep understanding of Hootsuite's products. Up to 20% travel to client sites may be required. The ideal candidate is a solution-seeker, lifelong learner, and resilient adapter with strong collaboration and communication skills. Hootsuite is committed to creating a welcoming and inclusive workplace.

Requirements

• Have some practical experience in a customer-facing or client management role using and implementing SaaS platforms, or equivalent combination of relevant experience
• Demonstrate the ability to manage multiple customer projects and deliver based on project scope and customer needs
• Possess technical skills and the ability to troubleshoot technical problems with respect to provision work
• Demonstrate a desire to proactively help and serve internal/external customers to meet their program needs
• Consistently achieve results, demonstrating high performance, and challenging self and others to deliver results
• Work with others to deliver results, meaningfully contributing to the team and prioritizing group needs over individual needs
• Pursue everything with energy, drive, and a need to finish—doesn’t give up
• Clearly convey thoughts, both written and verbally, listening attentively and asking questions for clarification and understanding

Responsibilities

• Lead multiple customer implementation projects with a process and outcome-oriented approach, in order to deliver high quality standards and exceed customer expectations
• Discover customer needs and execute technical and business objectives of each implementation project, driving time to value and product adoption
• Identify project risks and work with internal stakeholders to mitigate and ensure successful implementation outcomes
• Design and conduct customized training sessions for customers, both online and in-person
• Maintain an in-depth understanding of Hootsuite’s products, apps, services as well as knowledge of external partner products and services
• Collaborate cross-functionally within the Implementation team as well as more broadly with Customer Success and Sales in order to optimize implementation outcomes

Preferred Qualifications

Have experience in project management

Benefits

• Hybrid work arrangement (blend of virtual and in-office work)
• Accommodations will be provided as requested by candidates taking part in all aspects of the selection process