Senior Manager, Technical Account Management

We’re looking for a Senior Manager, Technical Account Management to lead our Technical Account Management services team focused on delivering ongoing technical consultation, guidance and optimization to our customers across our full Hootsuite tech stack. You are technically-oriented with a desire to creatively solve problems, and liaise with stakeholders across the business to develop solutions and services to solve customer pain points. You will work closely with leaders across the broader Revenue Organization and utilize your technical expertise, positivity and creativity to focus on driving product adoption, and create, deliver and grow meaningful services experiences that drive additional services revenue for Hootsuite. 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 Toronto, Canada and London, United Kingdom. In this role, you will report to the Director, Professional Services.

WHAT YOU’LL DO:

• Manage a high-performing team, including selection, coaching, mentoring, development, performance management and all other people-management practices, including DE&I.


• Support senior leaders in developing vision and direction of the Technical Account Management Services Program; responsible for planning, organizing, implementing and reporting plans and initiatives of the Technical Account Management Services Program.


• Manage a global team of senior technical and product experts in multiple functions focused on technical consultation, training, and recurring paid services.


• Partner with Sales and Enablement teams to build GTM assets that support the sale of professional services; maintain technical documentation on our internal Services hub on Highspot.


• Own and consistently optimize service-related technical templates and best practices for the Technical Account Management function.


• Contribute to the development of new program management methodologies to improve customer experience, service delivery processes and operational efficiency stack.


• Drive additional revenue from technical account services across the Hootsuite tech stack to support key business targets (e.g. ARR, NRR, etc.)


• Maximize the consumption rate of recurring paid services purchased by customers with a goal of renewing services.


• Define, refine and proactively report monthly on key operational metrics relate technical account management services; meet and exceed key operational metrics (e.g. utilization rate, attach rate, renewal rate, CSAT, etc.)


• Effectively forecast demand and manage team capacity to ensure consistent utilization of Technical Account Management services.


• Hire, train and continually coach your team with clear direction on external and internal goals to ensure Customer and business expectations are met; provide direct day-to-day leadership, including selection, coaching, mentoring, performance management, career development and all other people management practices, including DE&I across your team.


• 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.


• Collaborate with other leaders across Customer, Sales, Marketing, and Product teams to ensure internal and external deliverables and dependencies are fully understood and planned for.


• Support your team by advocating internally to resolve or enhance the customer’s product experience.


• Act as an escalation point, when needed, to listen to customers concerns and communicate an appropriate action plan for resolution.


• Cultivate and demonstrate an advanced understanding of our core Hootsuite and Talkwalker platforms, integrations and relevant APIs.


• Guide the team in acting as a product knowledge hub and ensure effective customer knowledge and insights are shared across the organization (e.g. between Product, Engineering, Support, etc.)


• Demonstrate agility in performing other duties as required.

WHAT YOU’LL NEED:

• 12+ years of relevant work experience, including 3 -5 years of management experience driving time to value and adoption in a fast-growing SaaS company.


• Proven leadership experience, executive-level communication capability and interpersonal skills with the ability to influence and drive business outcomes.


• Open Communication: Clearly conveys thoughts, both written and verbally, listening attentively and asking questions for clarification and understanding.


• Experience collaborating with leaders across multiple departments including Sales and Product teams in order to deliver results.


• 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.


• Resilience, Tolerance for Change/Ambiguity: can effectively cope with change, finding ways to advance work and projects.


• Inclusive Leadership: Builds inclusive, cohesive teams which apply diversity to achieve common goals.


• Play to Win: Capably delivers results through others, is good at establishing clear direction, helping others achieve their best work.


• Long Range Planning: Identifies key issues and relationships relevant to achieving long-range goal or vision; Builds an integrated plan for course of action to accomplish this vision


• Enablement: 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.