Engagement Manager

Summary

Join Hootsuite's Professional Services team as an Engagement Manager, providing strategic guidance and consultation to customers, contributing to internal processes and frameworks for large scale deployments, and supporting the growth and evolution of Managed Services.

Requirements

• Significant relevant experience in Customer Experience, Customer Success, and/or Customer Delivery, including proven experience establishing and delivering customer experience programs, preferably in a high-growth and fast-paced SaaS environment
• Experience in Social Media preferred
• Growth mindset: A curiosity to experiment, find new solutions, and embrace continuous learning
• Customer Focus: Demonstrates a desire to proactively help and serve internal/external customers to meet their needs
• Collaboration and Teamwork: Works with others to deliver results, meaningfully contributing to the team and prioritizing group needs over individual needs
• Priority Setting: Focuses time/energy on the most important issues/opportunities. Clearly understand how to assess the importance of tasks and decisions
• Commitment to Results: Consistently achieves results, demonstrating high performance, and challenging self and others to deliver results
• Creativity and Innovation: Seeks new and better ways of doing things, generates original and imaginative ideas or solutions
• 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
• Process/Project Management: Skilled at figuring out and managing the processes and timelines necessary to get work accomplished

Responsibilities

• Act as the program owner and change management delivery lead of Enterprise social programs and technology through the delivery of Hootsuite’s Strategic Engagement Services including onsite delivery and/or virtual delivery according to customer needs
• Guide clients to achieve success in their own corporate social programs including corporate marketing, customer care, social selling, social listening and advocacy use cases, by leveraging your expertise in enterprise social media strategy and program management
• In partnership with your colleagues and your leadership, support the scoping during presale processes and selling of managed services with prospects, building repeatable frameworks and templates, and managing capacity to deliver services to customers
• Contribute to shaping and improving the Strategic Engagement Services offering and build new internal processes and procedures along with other members of the managed services team
• Design and deliver Premier Coaching sessions focused on project and change management and social media strategy to provide best practices to customers and expand and strengthen Hootsuite’s expertise in these areas
• Demonstrate agility by performing other duties as required

Benefits

Accommodations will be provided as requested by candidates taking part in all aspects of the selection process