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Academic Engagement Specialist
2 months ago
As a key member of the Professional Services team at Hootsuite, the Academic Engagement Manager plays a vital role in delivering Strategic Engagement Services to our customers. This role involves providing strategic guidance and consultation to customers, contributing to the development and refinement of internal processes and frameworks for large-scale deployments, and supporting the growth and evolution of Managed Services at Hootsuite.
Key Responsibilities:- 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, and advocacy use cases, by leveraging expertise in enterprise social media strategy and program management.
- In partnership with colleagues and 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.
- Extensive 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.
- Customer Focus: Demonstrates a desire to proactively help and serve internal/external customers to meet their needs.
- Process/Project Management: Skilled at figuring out and managing the processes and timelines necessary to get work accomplished.
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.
- Go Fast, Be Agile: Embracing a culture of speed and agility.
- Play to Win: Commit to building an incredible, profitable company for our customers, our employees, and our stakeholders.
- Neighbours & Allies: Giving back to our communities and being an ally.
