Technical Account Manager

We’re looking for a Technical Account Manager to plan, lead, and deliver ongoing technical consultation, guidance and optimization to our customers across our full Hootsuite and Talkwalker tech stack. As a senior member of our Professional Services team, you will act as a named technical consultant for your book of customers and deliver on the TAM hours purchased with a focus on driving product adoption, value, and renewal.

You are technically-oriented with a desire to continuously uplevel your skills, creatively solve problems, and liaise with stakeholders across the business to develop solutions and services to solve customer pain points. In line with Hootsuite's distributed workforce strategy, our flexible work arrangement allows for remote work. This role is open to applicants located in New York, US and Toronto, Canada.

In this role, you will report to the Senior Manager, Technical Account Management.

• Manage a book of customers and serve as their named technical consultant, providing ongoing expertise, guidance, and product value; manage delivery timelines, milestones, technical optimization goals, and facilitate business transformation strategies
• Work closely with Professional Services colleagues to manage the complex integrations of high-value customers who subscribe to paid services
• Act as a key member of the customer account team: 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 elevate to the account management team
• Build monthly, quarterly or annual project plans for customers to ensure consumption of purchased TAM hours; produce monthly consumption reporting for your book of business; develop risk mitigation strategies against carry-over of unused deliverables
• Have an advanced understanding our core Hootsuite platform, Talkwalker products, integrations and relevant APIs; continuously upskill on our product tech stack and emerging social media technologies (e.g. Chat Bots, AI) to serve as internal subject matter expert
• Act as a product knowledge hub and ensure effective customer knowledge and insights are shared across the organization (e.g. between Product, Engineering, Support, etc.)
• Manage and build technical configuration deployment guides and maintenance documentation, and manage ongoing updates
• Own, develop and lead technical enablement for the Professional Services team
• Build and refine scalable TAM processes, frameworks, and services to drive efficiency and customer value; contribute to improvements and innovation to evolve the TAM service offering over time
• Develop new multi-resource services offerings to drive incremental revenue for Hootsuite and additional value to customers, in partnership with Professional services leadership
• As a senior member of the Professional Services team, serve as an expert and mentor providing guidance, and support contributing to the improving productivity of your peers
• Perform other related duties as assigned

• Extensive proven experience in advanced 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
• 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…