Manager, Professional Services

Job Description

The Manager, Professional Services will lead Hootsuite’s world-class implementation team for enterprise customers across our Americas customer base. You will bring expertise, positivity and creativity to the team with a focus on driving fast time to value and best-in-class adoption. While based in Hootsuite’s Toronto office, you will report to Senior Director, Customer Success.

WHAT YOU’LL DO:

• Lead an Implementation team and manage their goals, processes and KPIs with a focus on delivering fast time to value and adoption targets
• Hire, train and coach your team with clear direction on external and internal goals to ensure customer and business expectations are met
• 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
• Track and identify metrics, risks, trends and issues to identify and prioritize areas of project delivery improvement, churn mitigation and services revenue opportunities
• Collaborate with other leaders across Professional Services, Customer Success, Support, Sales and Product teams to ensure internal and external deliverables and dependencies are fully understood and planned for
• Create and update process documentation and ensure both internal and external enablement materials are communicated and fully understood by all direct and indirect team members

WHAT YOU’LL NEED

• Experience: 3 to 5 years of hands-on management experience driving time to value and adoption in a fast-growing SaaS company
• Open Communication: clearly conveys thoughts, both written and verbally, listening attentively and asking questions for clarification and understanding
• Must have collaborated with leaders across multiple departments including Sales and Product teams
• A proven record of success and understanding of project management and SaaS enablement techniques across multiple customer segments including high, medium and low touch
• 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
• 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
• Builds inclusive, cohesive teams which apply diversity to achieve common goals
• Capably delivers results through others, is good at establishing clear direction, helping others achieve their best work
• Identifies key issues and relationships relevant to achieving a long-range goal or vision; Builds an integrated plan for course of action to accomplish this vision
• 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.

Share our values: We champion the power of human connection. We’re united globally by our shared values of innovation, grit, humility, and passion for customer success.

Make an impact: Working at the speed of social, we create value for our customers by delivering solutions that power relationships at scale. Our pace of work enables fast learning and fosters an environment where you can stretch yourself and make an impact.

Learn and grow: We’re committed to growing the capabilities of our people. We are building a learning community where you can work with diverse individuals, explore new ways of thinking, and expand your capabilities. Our employees are teachers and learners who work out loud and share their knowledge to enhance each other’s growth.

We are dedicated to building a diverse community, one where employees feel a sense of belonging, and are valued for their contributions and the perspectives they bring. Our purpose is to champion the power of human connection and the heart of connection is inclusion. You belong here.

Accommodations will be provided as requested by candidates taking part in all aspects of the selection process.

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