We’re looking for a Customer Support Enablement Strategist to maximize the
effectiveness of Hootsuite’s Global Customer Support Enablement Strategy. In
this pivotal role, you will collaborate closely with leaders and individual
contributors, guiding their ongoing learning, enablement, and customer support
readiness. Reporting to the Director, Customer Support Enablement, you will play
a key role in shaping and optimizing enablement initiatives in order to meet the
needs of the business. This role will enable our teams to achieve their goals in
the ever-evolving landscape of our Customer Support Organization. In line with
Hootsuite's distributed workforce strategy, our flexible work arrangement allows
for remote work or a hybrid model. This role is open to applicants located in
Canada or Mexico City. In this role, you will report to the Director, Customer
Support Enablement. Please note: This is a 9-month contract.
WHAT YOU’LL DO:
- Drive best practices across the entire Customer Support Enablement Team,
for content creation, maintenance, and delivery to ensure relevant and up to
date content is scaled efficiently. Generate buy-in from the Customer Support
Enablement team and broader Support team for implementation and adoption.
- Partner with the Customer Support Enablement team, design, develop, and
facilitate engaging and effective content for Customer Support across
multiple geographic locations in various mediums.
- Be the primary point of contact for the internal micro-learning tool, Axonify
for enablement programs and reinforcement. Partner with the management team
to leverage for any training requirements. Assign and resolve any system or
user issues, identify root causes, and create processes to address repeat
issues. Support large, complex configurations through testing, scenario
review and documentation.
- Develop and facilitate product launch enablement programs for our Support
teams, partnering with Product, Marketing, Revenue Enablement, and the
Program Management Office to translate GTM launches into easy-to-comprehend,
relevant, and actionable insights for our customer-facing teams.
- Act as an advocate for continuous improvement in enablement strategies,
staying informed about industry trends and best practices to enhance the
effectiveness of learning initiatives within the Global Support team.
- Support senior leaders to project manage enablement-specific initiatives;
collaborate with stakeholders to implement and document requirements for the
defined support programs.
- Develop and implement scalable, rigorous learning assessments to reliably and
fairly measure comprehension to inform program design and targeted learning
outcomes.
- Prepare and analyze initial reports on learning metrics that assess impact
of programming. Identify areas for follow-up and present to Customer
Support Leadership.
- Share expertise, support, and mentorship across the team as needed.
- Perform other related duties as assigned
WHAT YOU’LL NEED:
- Significant experience in an enablement program management, learning &
development, or corporate education role. Experience working in an
operational support environment and/or SaaS environment is preferred
- Proven expertise in instructional design, adult learning principles and
techniques, communication and collaboration with subject matter experts and
stakeholders, with a focus on customer support excellence in the areas of
training, internal processes, product releases, new hire onboarding, employee
upskilling, and workflow design.
- Demonstrated skill in identifying a desired outcome and determining the most
effective way to teach behaviours and skills to achieve that outcome
- Technical expertise in facilitation and classroom management
- Data analysis skills to determine learning metrics to measure outcomes and
assess effectiveness
- Open Communication: clearly conveys thoughts, both written and verbally,
listening attentively and asking questions for clarification and
understanding
- Customer Focus: demonstrates a desire to proactively help and serve
internal/external customers meet their needs
- Process/Project Management: skilled at figuring out and managing the
processes and timelines necessary to get work accomplished
- Priority Setting: focuses time/energy on the most important
issues/opportunities. Clearly understand how to assess the importance of
tasks and decisions
- 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
- 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
- Collaboration and Teamwork: works with others to deliver results,
meaningfully contributing to the team and prioritizing group needs over
individual need
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.
In all we do, our six guiding principles light the way:
Step Up: Dare to go beyond the expected to achieve greatness. #StepUp
One Team: Make Hootsuite a place we soar together by respecting each other's
individuality, building trust, and showing up for the team. #OneTeam #FreeToBeMe
Customer Obsessed: Focus relentlessly on helping our customers succeed.
CustomerObsessed
Go Fast, Be Agile: Widen our competitive advantage by committing to speed and
simplicity over perfection and complexity. #GoFastBeAgile
Play to Win: Commit to building an incredible, profitable company for our
customers, our employees, and our stakeholders. #PlayToWin #NoExcuses
Neighbours & Allies: Give back to our communities and be an ally. #SocialForGood
Allies
Accommodations will be provided as requested by candidates taking part in all
aspects of the selection process.
LI-IA #LI-Remote
Canada Pay Range For This Role
$71,500—$100,100 CAD
