Product Trainer

Summary

Join Hootsuite as a Product Trainer and play a key role in the customer journey by training clients on Hootsuite and Talkwalker products. Collaborate with the Professional Services team to ensure successful product launches and ongoing guidance. This role offers a flexible work arrangement, allowing for remote work or a hybrid model, and is open to applicants in Alberta and British Columbia. Responsibilities include understanding customer needs through discovery sessions, managing training logistics, developing training materials, conducting webinars and onsite training, and managing projects. You will also be responsible for exceeding customer satisfaction targets and demonstrating agility in performing other duties as needed. The position reports to the Manager, Product Trainer.

Requirements

• Some practical experience in delivering training, preferably in the tech/SaaS industry, or relevant experience
• Clear and organized presentation techniques and skills in person and via web
• Proven ability to train or teach someone, particularly on a technology solution
• Capable of explaining technical terms in a comprehensive way to different audiences
• Ability to set and manage customer expectations and to negotiate appropriate resolutions to issues
• Ability to learn and apply new skills, technologies and processes quickly
• Customer Focus: Demonstrates a desire to proactively help and serve internal/external customers to meet their needs
• Open Communication: Clearly conveys thoughts, both written and verbally, listening attentively and asking questions for clarification and understanding
• Commitment to Results: Consistently achieves results, demonstrating high performance, and challenging self and others to deliver results
• 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

Responsibilities

• Understand Customer Needs: Lead internal discovery sessions with cross-functional teams (Implementation, Customer Account Management, Account Executive, and Solutions Consultant) and calls with customers to understand their business goals, needs, knowledge gaps, and expectations from training
• Training Logistics: Schedule training sessions with our customers across different time zones and regions, and prepare for meetings by reviewing customer accounts to understand configuration, preparing presentation decks, and finalizing agendas
• Contribute to development and maintenance of team training materials, including agendas and templates
• Webinar Training: Create and present standard and customized engaging, live webinar training sessions on all Hootsuite products such as Hootsuite, Impact, Insights, Amplify, and Ads, and ensure that the content presented is understood by stakeholders and questions are answered
• Onsite Training: Deliver engaging, onsite training, usually half-day sessions which involves travel to the customer’s office and training in person
• Project Management: Update the training component of the project plan with relevant updates, tasks accomplished, and summary of training completed
• Commitment to Customer Satisfaction: Meet and exceed quarterly Individual CSAT score target by delivering highly customized, clear, and engaging sessions that meet clients’ expectations
• Demonstrate agility by performing other duties as required

Preferred Qualifications

• 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

Benefits

In line with Hootsuite's distributed workforce strategy, our flexible work arrangement allows for remote work or a hybrid model