Engagement Manager

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:

• Solution seeker. You’re focused on tackling new challenges, solving problems, and moving the business forward—and you don’t wait to be asked.
• Lifelong learner. You have a growth mindset – you’re here to learn, experiment, seek, apply, and provide feedback, share what works with your team, and move on from what doesn’t.
• Resilient adapter. In the face of change and challenges, you bring a thoughtful, calm approach, and a focus on finding the new opportunity.
• Intentional collaborator. You build positive working relationships across the business, bringing people together to foster new opportunities and to facilitate the efficient flow of information.
• Critical challenger. You have the trust in your team to ask difficult questions in order to get to the best end result.
• Active communicator. You listen actively and communicate ideas and information clearly, inclusively, and proactively.
• Integrated thinker. You look beyond your role and responsibilities to understand how your team’s work drives broader organizational goals.
• Accountable owner. You take pride in the work you’re responsible for with a mindset of ultimate accountability and reliability for the outcomes.
• Bar-raiser. You step up to help your team grow and succeed, even when that means going beyond what might be expected.

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.

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