Technical Account Consultant (12 Month Contract)

We’re looking for a Technical Account Consultant to deliver ongoing technical consultation, guidance and optimization to our customers in every region across all Hootsuite and Talkwalker products. You will act as a technical consultant for customers who purchase TAM hours with a focus on driving product adoption, value, and renewal. As a member of our Professional Services team you will understand our expert services offerings and provide presales support in your region. You understand customer needs and 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. This is a remote role open to applicants within Maharashtra, India. 

WHAT YOU’LL DO:

• Deliver technical consultancy hours to customers by providing ongoing expertise, guidance, and product value; meet delivery timelines, milestones, technical optimization goals. 
• As a key member of the customer account team, provide pre sales support in your region and 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 reports, as required;
• Responsible for integrations and relevant APIs and continuously upskill on our product tech stack. 
• Actively contribute in refining and implementing scalable processes, reporting and services to drive efficiency and customer value; contribute to improvements to evolve professional services offerings over time 
• Support and influence the sale of TAM services in your region based on quarterly revenue targets. 
• In partnership with Professional Services leadership provide input on new multi-resource services offerings to drive incremental revenue for Hootsuite and additional value to customers 
• Demonstrate agility by performing other duties as required

WHAT YOU’LL NEED:

• 5+ years proven experience in 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. 
• Growth mindset: A curiosity to experiment, find new solutions, and embrace continuous learning
• 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

WHO YOU ARE: 

• Solution seeker: You’re focused on tackling new challenges, solving problems, and moving the business forward—and you don’t wait to be asked. 
• Lifelong learner: You have a growth mindset – you’re here to learn, experiment, seek, apply, and provide feedback, share what works with your team, and move on from what doesn’t. 
• Resilient adapter: In the face of change and challenges, you bring a thoughtful, calm approach, and a focus on finding the new opportunity. 
• Intentional collaborator. You build positive working relationships across the business, bringing people together to foster new opportunities and to facilitate the efficient flow of information. 
• Critical challenger: You have the trust in your team to ask difficult questions in order to get to the best end result. 
• Active communicator: You listen actively and communicate ideas and information clearly, inclusively, and proactively. 
• Integrated thinker: You look beyond your role and responsibilities to understand how your team’s work drives broader organizational goals. 
• Accountable owner: You take pride in the work you’re responsible for with a mindset of ultimate accountability and reliability for the outcomes.
• Bar-raiser: You step up to help your team grow and succeed, even when that means going beyond what might be expected.