Engagement Manager, Hootsuite

• Significant relevant experience in Customer Experience, Customer Success, and/or Customer Delivery, including proven experience establishing and delivering customer experience programs, preferably in a high-growth and fast-paced SaaS environment. Experience in Social Media preferred
• Growth mindset: A curiosity to experiment, find new solutions, and embrace continuous learning
• Customer Focus: Demonstrates a desire to proactively help and serve internal/external customers to meet their needs
• 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
• Creativity and Innovation: Seeks new and better ways of doing things, generates original and imaginative ideas or solutions
• 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
• Process/Project Management: Skilled at figuring out and managing the processes and timelines necessary to get work accomplished
• 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

• As a member of the Professional Services team, the Engagement Manager is responsible for delivering Strategic Engagement Services to our Hootsuite and Talkwalker customers
• In this role you will provide strategic guidance and consultation to customers, contribute to the development and refinement of internal processes and frameworks for large scale deployments, and support the growth and evolution of Managed Services at Hootsuite
• In this role, you will report to the Senior Manager, Premier Services
• Act as the program owner and change management delivery lead of Enterprise social programs and technology through the delivery of Hootsuite’s Strategic Engagement Services including onsite delivery and/or virtual delivery according to customer needs
• Guide clients to achieve success in their own corporate social programs including corporate marketing, customer care, social selling, social listening and advocacy use cases, by leveraging your expertise in enterprise social media strategy and program management
• In partnership with your colleagues and your leadership, support the scoping during presale processes and selling of managed services with prospects, building repeatable frameworks and templates, and managing capacity to deliver services to customers
• Contribute to shaping and improving the Strategic Engagement Services offering and build new internal processes and procedures along with other members of the managed services team
• Design and deliver Premier Coaching sessions focused on project and change management and social media strategy to provide best practices to customers and expand and strengthen Hootsuite’s expertise in these areas
• Demonstrate agility by performing other duties as required

• 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

Total funding: $246.9m

Hootsuite is a leading social media management platform that’s been around since the early days of this now-ballooning online sector. With over 18 million customers, and used by over four fifths of the Fortune 1000, this giant is hugely competitive in the space.