Technical Account Manager, Hootsuite
Social media management tool
Be an early applicant
Social media management tool
1001+ employees
Be an early applicant
1001+ employees
Company mission
To empower organizations to build trust and deepen relationships through the power of social.
Role
Who you are
- Extensive proven experience in advanced Enterprise project implementation, direct customer advocacy and engagement experience in post-sales or professional services functions within SaaS or equivalent combination of education and experience
- Demonstrated ability to comprehend and translate complex business requirements into solutions that meet a customer’s goals and objectives; ability to explain complex technical issues to non-technical counterparts when necessary
- You must be customer-obsessed with strong communication and analytical skills. Experience with enterprise-grade software integrations is a must
- Process/Project Management: Skilled at figuring out and managing the processes and timelines necessary to get work accomplished
- 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
- Open Communication: Clearly conveys thoughts, both written and verbally, listening attentively and asking questions for clarification and understanding
- Collaboration and Teamwork: Works with others to deliver results, meaningfully contributing to the team and prioritizing group needs over individual needs
- Commitment to Results: Consistently achieves results, demonstrating high performance, and challenging self and others to deliver results
- Self Development: is personally committed to, and actively works to continuously improve
- 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
What the job involves
- We’re looking for a Technical Account Manager to plan, lead, and deliver ongoing technical consultation, guidance and optimization to our customers across our full Hootsuite and Talkwalker tech stack
- As a senior member of our Professional Services team, you will act as a named technical consultant for your book of customers and deliver on the TAM hours purchased with a focus on driving product adoption, value, and renewal
- You are technically-oriented with a desire to continuously uplevel your skills, creatively solve problems, and liaise with stakeholders across the business to develop solutions and services to solve customer pain points
- In line with Hootsuite's distributed workforce strategy, our flexible work arrangement allows for remote work
- This role is open to applicants located in New York, US and Toronto, Canada
- In this role, you will report to the Senior Manager, Technical Account Management
- Manage a book of customers and serve as their named technical consultant, providing ongoing expertise, guidance, and product value; manage delivery timelines, milestones, technical optimization goals, and facilitate business transformation strategies
- Work closely with Professional Services colleagues to manage the complex integrations of high-value customers who subscribe to paid services
- Act as a key member of the customer account team: champion the customer’s technical needs; advocate internally to resolve or enhance the customer’s product experience; and develop strong and trusted relationships with clients
- Identify opportunities for account growth where applicable, and escalate to the account management team
- Build monthly, quarterly or annual project plans for customers to ensure consumption of purchased TAM hours; produce monthly consumption reporting for your book of business; develop risk mitigation strategies against carry-over of unused deliverables
- Have an advanced understanding our core Hootsuite platform, Talkwalker products, integrations and relevant APIs; continuously upskill on our product tech stack and emerging social media technologies (e.g. ChatBots, AI) to serve as internal subject matter expert
- Act as a product knowledge hub and ensure effective customer knowledge and insights are shared across the organization (e.g. between Product, Engineering, Support, etc.)
- Manage and build technical configuration deployment guides and maintenance documentation, and manage ongoing updates
- Own, develop and lead technical enablement for the Professional Services team
- Build and refine scalable TAM processes, frameworks, and services to drive efficiency and customer value; contribute to improvements and innovation to evolve the TAM service offering over time
- Develop new multi-resource services offerings to drive incremental revenue for Hootsuite and additional value to customers, in partnership with Professional services leadership
- As a senior member of the Professional Services team, serve as an expert and mentor providing guidance, and support contributing to the improving productivity of your peers
- Perform other related duties as assigned
Our take
Hootsuite is a leading social media management platform that’s been around since the early days of this now-ballooning online sector. With over 25 million customers, and used by staff at over four fifths of the Fortune 1000, this giant is hugely competitive in the space.
Thought Hootsuite's plans for an IPO didn't survive the tough economic conditions of 2022, it managed to rework its priorities to get back on course. For example, its acquisitions of Sparkcentral and Talkwalker allowed the company to expand into customer service and integrate AI, respectively.
Hootsuite's offering nowadays supplies businesses with a social media performance engine to turn insights into action, all fuelled by artificial intelligence. Unfortunately, the company once again laid off staff during 2025, stating an investment in its future where decisions are made faster and ownership is clear.
Steph
Company Specialist at Welcome to the Jungle
Insights
-26% employee growth in 12 months
Company
Funding (last 2 of 4 rounds)
Sep 2014
$60m
SERIES D
Aug 2013
$165m
SERIES B
Total funding: $246.9m
Company benefits
- 100% coverage on mental health-related treatments in North America. Culturally appropriate trauma counselling services
- A company-wide Wellness Week between July 5 to 12 where we can all “unplug” together
- Accidental death and dismemberment (AD&D) Insurance
- Dental Insurance
- Disability Insurance
- Employee Assistance Program
- Gym / Wellness Reimbursement ($55 per month)
- Gym Discount
- Health Insurance
- Life Insurance
- Maternity Leave
- PTO (Vacation / Personal Days) - 20 days. After your two year anniversary, you get an additional two days each year until you reach thirty days (six weeks) at your sixth anniversary
- Paternity Leave
- Sick Time (for individual employee and family members)
- Bereavement Leave
- Business Travel Insurance
- Company Phones
- Fertility Assistance (Coverage for fertility treatments and gender affirmation surgeries)
- Immigration Assistance
- Phone Bill Reimbursement ($50 per month)
- Remote Work
- 401k
- Employee Discount
- Pet Friendly Workplace
- RRSP Matching
- Volunteer Time Off
Company HQ
South Main, Vancouver, BC
Leadership
Ryan Holmes
(Founder & Board Member)Previously founded interactive agency Invoke Media, served on the Board of Directors for Ariztia, and founded pre-seed fund LOI Venture.
Irina Novoselsky
(CEO)Previously Board Member at Lemonade and World Business Chicago, CEO at CareerBuilder and President at Novitex Enterprise Solutions.
Salary benchmarks
We don't have enough data yet to provide salary benchmarks for this role.
Submit your salary to help other candidates with crowdsourced salary estimates.
Share this job
View 16 more jobs at Hootsuite