Technical Account Consultant

Hootsuite; London; Hybrid; GBP 40,000 - 80,000; Full time

Job description

We’re looking for a Technical Account Consultant to deliver ongoing technical consultation, guidance and optimization to our customers in every region. You will act as a technical consultant for customers who purchase TAM hours with a focus on driving product adoption, value, and renewal. As a member of our Professional Services team you will understand our managed services offerings and provide presales support in your region. You understand customer needs and 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 or a hybrid model. This role is open to applicants located in London, United Kingdom. In this role, you will report to the Manager, Professional Services.

WHAT YOU’LL DO:

• Deliver technical consultancy hours to customers by providing ongoing expertise, guidance, and product value; meet delivery timelines, milestones, and 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.

WHAT YOU’LL NEED:

• 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.

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: Show the world what it looks like to live and work by these guiding principles. #StepUp

One Team: Make Hootsuite a place where everyone feels safe, welcome, valued, and empowered to do their best work without compromising who they are. #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-Hybrid #LI-IA