About the role
We’re looking for an Implementation Specialist to help us lead and execute implementation projects for Hootsuite and Talkwalker 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. 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. Demonstrate agility by performing other duties as required WHAT YOU’LL NEED: 2-5 years’ 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.
