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We’re looking for a Premier Services Specialist to play a pivotal role in building and delivering our Premier Services experience for our global customers. As a Premier Services Specialist, you will collaborate with various departments and teams to ensure the successful execution and evolution of our Premier Services offering. Reporting to the Senior Manager of Premier Services, you will leverage your expertise, enthusiasm, and creativity to enhance customer satisfaction, drive service revenue, and contribute to the overall success of Hootsuite.

WHAT YOU’LL DO:

• Provide expert assistance and support to customers utilizing Premier Services, ensuring their needs are met and expectations exceeded.
• Collaborate with cross-functional teams, including ProServ, Support, Customer Success, Academy, and others, to ensure seamless execution of Premier Services.
• Identify opportunities to design, build, and execute new Premier workstreams or enhance existing ones, focusing on continuous value delivery throughout the customer partnership.
• Act as a liaison between various Premier Services workstream leaders, fostering effective communication and collaboration to achieve cohesive service delivery.
• Refine and proactively report on key operational metrics related to Premier Services. Ensure accurate and consistent monitoring and provide recommendations for improvement.
• Contribute to achieving and exceeding key performance indicators such as services consumption rate, attach rate, renewal rate, CSAT, etc. Proactively monitor and report on key metrics to help identify areas for improvement and contribute to achieving/exceeding CSAT and other KPIs.
• Work closely with Sales and Enablement teams to support the sale of Premier Services and maximize the services consumption rate. Includes creating compelling sales materials, keeping the sales resources up to date, understanding customer needs, and identifying upsell/cross-sell opportunities.
• Drive additional revenue from Premier Services to align with key business targets (e.g., ARR, NRR, etc.). Includes identifying new service offerings, exploring customer needs, and suggesting additional services that align with the identified needs.
• Work closely with the Sales and Product teams to develop new service packages and pricing models
• Foster a culture of continuous learning, curiosity, and proactivity within the Premier Services team, ensuring capabilities align with business needs.
• Collaborate with leaders across various departments to ensure internal and external deliverables and dependencies are well-understood and planned for.

WHAT YOU’LL NEED:

• Relevant work experience in customer support, customer success, customer service or related roles.
• Demonstrated experience in driving customer satisfaction and service excellence.
• Strong interpersonal and communication skills with the ability to collaborate effectively with teams across different departments.
• Growth Mindset: A curiosity to experiment, find new solutions, and embrace continuous learning
• Open Communication: Clearly conveys thoughts, both written and verbally, listening attentively and asking questions for clarification and understanding.
• 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.
• Commitment to Results: Demonstrated commitment to achieving results and exceeding performance expectations.
• Priority Setting: Focuses time/energy on the most important issues/opportunities. Clearly understand how to assess the importance of tasks and decisions.
• Collaboration and Teamwork: A collaborative mindset, prioritizing group needs over individual needs.
• Play to Win: Capably delivers results through others, is good at establishing clear direction, helping others achieve their best work.
• Self Development: Curiosity and willingness to embrace continuous learning and improvement.
• Resilience, Tolerance for Change/Ambiguity: can effectively cope with change, finding ways to advance work and projects

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.