We’re looking for an Implementation Specialist to help us lead and execute implementation projects for Hootsuite products and solutions in order to contribute to long term customer success. You’ll work closely with our success team, leading multiple implementation projects simultaneously in a highly collaborative environment, ensuring deliverables are on time and aligned to customer needs. While working in a hybrid work arrangement, a blend of virtual (in accordance with Hootsuite’s distributed workforce strategy), and in Hootsuite’s Mexico City office, you will report to Manager, Customer Onboarding. Please note that the role can include up to 20% of travel to client sites when required.

WHAT YOU’LL DO

• Lead multiple customer implementation projects with a process and outcome-oriented approach, in order to deliver high quality standards and exceed customer expectations.
• Discover customer needs and execute technical and business objectives of each implementation project, driving time to value and product adoption.
• Identify project risks and work with internal stakeholders to mitigate and ensure successful implementation outcomes.
• Design and conduct customized training sessions for customers, both online and in-person.
• Maintain an in-depth understanding of Hootsuite’s products, apps, services as well as knowledge of external partner products and services.
• Collaborate cross-functionally within the Implementation team as well as more broadly with Customer Success and Sales in order to optimize implementation outcomes. 

WHAT YOU’LL NEED:

• Some practical experience in a customer-facing or client management role using and implementing SaaS platforms, or equivalent combination of relevant experience
• Experience in project management is a plus
• Demonstrated ability to manage multiple customer projects and deliver based on project scope and customer needs.
• Technical skills and ability to troubleshoot technical problems with respect to provision work
• Customer Focus: Demonstrates a desire to proactively help and serve internal/external customers to meet their program needs.
• Commitment to Results: Consistently achieves results, demonstrating high performance, and challenging self and others to deliver results.
• Collaboration and Teamwork: Works with others to deliver results, meaningfully contributing to the team and prioritizing group needs over individual needs.
• Perseverance: Pursues everything with energy, drive, and a need to finish—doesn’t give up.
• Open Communication: Clearly conveys thoughts, both written and verbally, listening attentively and asking questions for clarification and understanding. 

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-AK1