Work In Tech

As a Senior Solutions Consultant, you will be responsible for advanced technical implementation services, product subject-matter-expertise, and use-case solutions as part of the Professional Services Team. You may be called upon to deliver services both during the early phase of the onboarding and implementation, as well as throughout the customer lifecycle and extended use case execution, with primarily our strategic and enterprise customers. This includes supporting the Customer Success team with daily support issues, especially the more complex and technical customer requests, improving the initial customer onboarding process and improving its functionality. This is accomplished by understanding the client's industry and business needs and helping them use the software to execute on their evolving business strategies. Your focus will be to own complex implementations (including integrations) of our products. You will work alongside and partner with Training Consultants and Customer Success Managers and be responsible for rapidly understanding each client’s business and requirements and driving them to realize a fast time-to-value from their investment in our products and solutions as efficiently as possible.

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 the US or Canada. In this role, you will report to the Manager, Professional Services.

WHAT YOU’LL DO

• Manage implementation and other client workflows while also configuring complex platform environments according to requirements.
• Train new and existing client groups on the platform, covering navigation, best practices, use cases and advanced features/functionalities.
• Engage with customer teams to understand their goals for using Talkwalker and how the platform will fit into their daily work.
• Work with internal teams to manage relationships with clients and provide excellent customer service.
• Efficiently deliver enablement training and workshops
• Empower customer teams to use our product as independently and as efficiently as possible.
• Troubleshoot technical issues reported by customers and provide solutions to solve.
• Design value propositions for new products and use cases.
• Define & Implement listening and analytics strategies within large enterprise accounts.
• Act as a digital storyteller communicating the value of Talkwalker products based on company positioning and insights derived from the data during training.
• Perform other duties as assigned.

WHAT YOU’LL NEED

• A technical background with some practical experience in SaaS customer success, account management, or a strategic consulting organization, OR senior-level experience in SaaS customer success, account management, or a strategic consulting organization.
• Master’s Degree in Applied Statistics, Data Analytics, Economics or Psychology or some other technical-related field OR a university degree in Applied Statistics, Data Analytics, Economics or Psychology would be preferred.
• Advanced-level competency in compiling and analyzing data to provide customer insights is required.
• Proficiency with Python/R/Tableau/Advanced Excel Functions (PowerQuery) is preferred.
• You have prior knowledge of (or willingness to learn) marketing and advertising technology.
• You have clear verbal and written communication skills.
• Proactive team player who has fresh ideas when it comes to user adoption and churn mitigation.
• Enjoys working closely with customers to ensure complete satisfaction.
• A self-starter who takes the initiative to get things done.
• Knowledge of industry tools a plus: Khoros, HootSuite, Mavenlink/Kantata, Google applications.

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.