Director, Implementation & Product Training

Director, Implementation & Product Training

We are looking for a Director, Implementation & Product Training who will be responsible for leading a team of Professional Services Managers focused on building, evolving and delivering services activities post-sale including onboarding and training. Reporting to the Vice President, Global Professional Services, and as a key member of the Customer Office leadership team, this role will work cross functionally with leaders in Customer Success, Sales, Support, Product, and Marketing to improve the customer journey through service experiences, and drive additional revenue for Hootsuite. 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 London, United Kingdom.

WHAT YOU'LL DO:

• Lead a world-class Professional Services organization that ensures our customers realize maximum value of their Hootsuite tech stack through strong onboarding and training services. Hire, coach, and develop a high-performing management team, fostering a culture of deep customer focus, collaboration, over-achievement, and continuous learning.
• Drive and influence Professional Services outcomes including time to value, services consumption, and services revenue growth while contributing to Hootsuite's overall customer retention and growth targets; monitor customer CSAT, onboarding and health scores to identify trends, and recommend ways to improve the customer experience through services.
• Define, refine and proactively report key operational metrics related to Professional Services including team utilization rate, consumption, renewal rate, and services revenue growth.
• Determine profitability of the paid Professional Services offerings your team is responsible for to maximize revenue and eliminate situations where projects are unprofitable.
• Collaborate with senior leaders and stakeholders in the Global Revenue Organization to identify, create, and drive delivery of new value-add services that drive retention and expansion with our customers.
• Support the Global Revenue Organization in scoping and positioning Professional Services to our prospects and customers.
• Partner with our Partner team to determine if and when we should position partner support on our projects.
• Act as a point of escalation for customers in their services journey, ensuring a best-in-class customer experience.
• Proactively anticipate services challenges, and identify opportunities for improvement; partner with the Professional Services leadership team to align on global solutions and operationalize within our various customer regions.
• Attain trusted advisor status with our customers by developing institutional knowledge of Hootsuite, Talkwalker, as well as Partner products and services, and through a culture of learning to stay on top of industry and vertical social trends.
• Serve as a positive, dynamic leader that displays the best work ethic, creative problem solving skills, positive attitude, and a team-oriented proactive approach, while sharing best practices and coaching on strategy.

WHAT YOU'LL NEED:

• Extensive work experience preferably in a high-growth and fast-paced SaaS environment or equivalent combination of education and/or experience. Experience in Social Media strongly preferred.
• Proven leadership experience, executive-level communication capability and interpersonal skills with the ability to influence and drive business outcomes.
• Open Communication: clearly conveys thoughts, both written and verbal, listening attentively and asking questions for clarification and understanding. Builds inclusive, cohesive teams which apply diversity to achieve common goals.
• Commitment to Results: demonstrating high performance, challenging self and others to consistently deliver results for Hootsuite's customers.
• Customer Focus: demonstrates a desire to proactively help and serve internal/external customers to meet their needs. Ability to interact with customers of all levels and industry backgrounds, from the C-Level to IT individual contributor.
• Collaboration and Teamwork: works with others to deliver results, meaningfully contributing to the team and prioritizing group needs over individual needs. Has proven Senior Management presence with a high degree of professional maturity and ability to manage and motivate diverse and remote teams.
• Negotiation: successfully obtains commitment to a solution or idea, while maintaining integrity and relationships with proven ability to manage client expectations, client escalations, and negotiate resolution.
• Influence: asserts own ideas and persuades others, gaining support and commitment while mobilizing people to take action by leaning on ability to manage senior stakeholders. Simultaneously able to deep dive, obtain relevant data, and analyze effectively.
• Priority Setting: Focuses time/energy on the most important issues/opportunities. Clearly understands how to assess the importance of tasks and decisions.
• Capably delivers results through others, demonstrated ability to establish clear direction and help others produce their best work.
• Identifies key issues and relationships relevant to achieving a long-range goal or vision. Builds an integrated plan for course of action to accomplish this vision.
• Challenges and supports others to create results but also develops new capabilities and expands the capacity of individuals on the team.
• Inclusive Leadership: Builds inclusive, cohesive teams which apply diversity to achieve common goals.
• Play to Win: Capably delivers results through others, is good at establishing clear direction, helping others achieve their best work.
• Long Range Planning: Identifies key issues and relationships relevant to achieving a long-range goal or vision; Builds an integrated plan for course of action to accomplish this vision.
• Enablement: Challenges and supports others to create results but also develops new capabilities. Successfully develops the capacity and capability of team and individuals on the team.

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.

In all we do, our six guiding principles light the way:

Step Up: Dare to go beyond the expected to achieve greatness.

One Team: Make Hootsuite a place we soar together by respecting each other's individuality, building trust, and showing up for the team.

Customer Obsessed: Focus relentlessly on helping our customers succeed.

Go Fast, Be Agile: Widen our competitive advantage by committing to speed and simplicity over perfection and complexity.

Play to Win: Commit to building an incredible, profitable company for our customers, our employees, and our stakeholders.

Neighbours & Allies: Give back to our communities and be an ally.

Accommodations will be provided as requested by candidates taking part in all aspects of the selection process.