Technical Account Consultant

Summary

Join Hootsuite as a Technical Account Consultant and deliver technical consultation, guidance, and optimization to customers globally. You will act as a technical consultant for customers purchasing TAM hours, focusing on product adoption, value, and renewal. As part of the Professional Services team, you'll provide presales support, understand customer needs, and creatively solve problems. This role offers a flexible work arrangement with remote or hybrid options in London, UK, reporting to the Manager, Professional Services. You will be responsible for delivering technical consultancy, supporting pre-sales activities, identifying account growth opportunities, and building project plans. You will also contribute to process refinement and support the sale of TAM services.

Requirements

• Significant relevant experience in 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
• Growth mindset: A curiosity to experiment, find new solutions, and embrace continuous learning
• 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

Responsibilities

• Deliver technical consultancy hours to customers by providing ongoing expertise, guidance, and product value; meet delivery timelines, milestones, technical optimization goals
• As a key member of the customer account team, provide pre sales support in your region and 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 project plans for customers to ensure consumption of purchased TAM hours; produce monthly consumption reports, as required
• Responsible for integrations and relevant APIs and continuously upskill on our product tech stack
• Actively contribute  in  refining and implementing scalable processes, reporting and services to drive efficiency and customer value; contribute to improvements to evolve professional services offerings over time
• Support and influence the sale of TAM services in your region based on quarterly revenue targets
• In partnership with Professional Services leadership provide input on new multi-resource services offerings to drive incremental revenue for Hootsuite and additional value to customers
• Perform other related duties as assigned

Benefits

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