What You'll Do
- Manage a high-performing team, including selection, coaching, mentoring, development, performance management and all other people-management practices, including DE\&I.
- Support senior leaders in developing vision and direction of the Technical Account Management Services Program; responsible for planning, organizing, implementing and reporting plans and initiatives of the Technical Account Management Services Program.
- Manage a global team of senior technical and product experts in multiple functions focused on technical consultation, training, and recurring paid services.
- Partner with Sales and Enablement teams to build GTM assets that support the sale of professional services; maintain technical documentation on our internal Services hub on Highspot.
- Own and consistently optimize service-related technical templates and best practices for the Technical Account Management function.
- Contribute to the development of new program management methodologies to improve customer experience, service delivery processes and operational efficiency stack.
- Drive additional revenue from technical account services across the Hootsuite tech stack to support key business targets (e.g. ARR, NRR, etc.)
- Maximize the consumption rate of recurring paid services purchased by customers with a goal of renewing services.
- Define, refine and proactively report monthly on key operational metrics relate technical account management services; meet and exceed key operational metrics (e.g. utilization rate, attach rate, renewal rate, CSAT, etc.)
- Effectively forecast demand and manage team capacity to ensure consistent utilization of Technical Account Management services.
- Hire, train and continually coach your team with clear direction on external and internal goals to ensure Customer and business expectations are met; provide direct day-to-day leadership, including selection, coaching, mentoring, performance management, career development and all other people management practices, including DE\&I across your team.
- Develop and foster a culture of learning, curiosity and proactivity to ensure your team's capabilities keep pace with the speed of business and the growing needs of our Customers.
- Collaborate with other leaders across Customer, Sales, Marketing, and Product teams to ensure internal and external deliverables and dependencies are fully understood and planned for.
- Support your team by advocating internally to resolve or enhance the customer's product experience.
- Act as an escalation point, when needed, to listen to customers concerns and communicate an appropriate action plan for resolution.
- Cultivate and demonstrate an advanced understanding of our core Hootsuite and Talkwalker platforms, integrations and relevant APIs.
- Guide the team in acting as a product knowledge hub and ensure effective customer knowledge and insights are shared across the organization (e.g. between Product, Engineering, Support, etc.)
- Demonstrate agility in performing other duties as required.
What You'll Need
- 12 years of relevant work experience, including 3 -5 years of management experience driving time to value and adoption in a fast-growing SaaS company.
- Proven leadership experience, executive-level communication capability and interpersonal skills with the ability to influence and drive business outcomes.
- Open Communication: Clearly conveys thoughts, both written and verbally, listening attentively and asking questions for clarification and understanding.
- Experience collaborating with leaders across multiple departments including Sales and Product teams in order to deliver results.
- 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.
- Resilience, Tolerance for Change/Ambiguity: can effectively cope with change, finding ways to advance work and projects.
- Inclusive Leadership: Builds inclusive, cohesive teams which apply diversity to achieve common goals.
- Play to Win: Capably delivers results through others, is good at establishing clear direction, helping others achieve their best work.
- Long Range Planning: Identifies key issues and relationships relevant to achieving long-range goal or vision; Builds an integrated plan for course of action to accomplish this vision
- Enablement: Challenges and supports others to create results but also develop new capabilities. Successfully develops the capacity and capability of team and individuals on the team
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.
Step Up:
One Team:
Customer Obsessed:
Go Fast, Be Agile:
Play to Win:
Neighbours \& Allies:
Accommodations will be provided as requested by candidates taking part in all aspects of the selection process.
