As a member of the Professional Services team, the Engagement Manager is responsible for delivering Strategic Engagement Services to our Hootsuite customers. In this role you will provide strategic guidance and consultation to customers, contribute to the development and refinement of internal processes and frameworks for large scale deployments, and support the growth and evolution of Managed Services at Hootsuite. While working remotely within Ontario, or in a hybrid work arrangement - a blend of virtual (in accordance with Hootsuite’s distributed workforce strategy), and in Hootsuite’s Toronto office, you will report to our Senior Manager, Premier Services. Please note that the role will from time to time include travel to client sites.
WHAT YOU’LL DO:
- Act as the program owner and change management delivery lead of Enterprise social programs and technology through the delivery of Hootsuite’s Strategic Engagement Services including onsite delivery and/or virtual delivery according to customer needs
- Guide clients to achieve success in their own corporate social programs including corporate marketing, customer care, social selling, and advocacy use cases, by leveraging your expertise in enterprise social media strategy and program management
- In partnership with your colleagues and your leadership, support the scoping during presale processes and selling of managed services with prospects, building repeatable frameworks and templates, and managing capacity to deliver services to customers
- Contribute to shaping and improving the Strategic Engagement Services offering and build new internal processes and procedures along with other members of the managed services team
- Design and deliver Premier Coaching sessions focused on project and change management and social media strategy to provide best practices to customers and expand and strengthen Hootsuite’s expertise in these areas
- Demonstrate agility by performing other duties as required
WHAT YOU’LL NEED:
- Extensive relevant experience in Customer Experience, Customer Success, and/or Customer Delivery, including proven experience establishing and delivering customer experience programs, preferably in a high-growth and fast-paced SaaS environment
- Experience in Social Media preferred
- Growth mindset: A curiosity to experiment, find new solutions, and embrace continuous learning
- Customer Focus: Demonstrates a desire to proactively help and serve internal/external customers to meet their needs
- 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
- Creativity and Innovation: Seeks new and better ways of doing things, generates original and imaginative ideas or solutions
- 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
- Process/Project Management: Skilled at figuring out and managing the processes and timelines necessary to get work accomplished
- Willingness and ability to travel
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-EM
Canada Pay Range For This Role
$70,000—$98,000 CAD
What We Do
Hootsuite has been on the pulse of how people use social media for over a decade. As the global leader and world’s first social media management platform, we put social to work in every corner of every organization, from the smallest business to the largest enterprise. We are committed to helping customers harness the power of social media to ignite their brand and business.
How? Over time, we’ve adapted our software to help businesses reach their customers more efficiently across multiple platforms, improve their customer service and gain deeper analytics and consumer insights. Through our deep expertise in social media management, social insights, employee advocacy, and social customer care, we empower organizations to strategically grow their brands, businesses, and customer relationships – while guiding them through the wild world of social media.
Put simply, we help our customers with:
Social media marketing: Create, schedule, publish, and manage content and ad campaigns across social networks from a single dashboard. We help maximize the impact of social marketing by providing real-time insights, so customers can focus on other areas of their business.
Social care: By combining the power of conversational AI with the human touch of our customers’ team(s), our customer messaging platform delivers exceptional customer experiences at scale.
Social customer care: We help our customers meet their customers where they are at. Using Hootsuite, businesses can view and manage all of their customer conversations in one dashboard, providing service that’s seamless and personal.
Why Work With Us
As the creators of social media management, Hootsuite has been on the pulse of this dynamic and ever-changing space since our inception. Working at Hootsuite means being at the forefront of social innovation, tapping into courageous creativity to guide customers through the wild world of social, and helping to define what it means to ‘be social.’
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