Implementation Specialist
Skills
About the Role
You'll lead and execute implementation projects for Hootsuite and Talkwalker products and solutions, contributing to long term customer success. You'll work closely with the success team, leading multiple implementation projects simultaneously in a highly collaborative environment, ensuring deliverables are on time and aligned to customer needs.
Requirements
- 2-5 years' experience in a customer-facing or client management role using and implementing SaaS platforms, or equivalent combination of relevant experience
- Experience in project management is a plus
- Demonstrated ability to manage multiple customer projects and deliver based on project scope and customer needs
- Technical skills and ability to troubleshoot technical problems with respect to provision work
- Customer focus and ability to proactively help internal/external customers
- Commitment to results and high performance
- Collaboration and teamwork skills
- Perseverance and drive to finish tasks
- Open communication, both written and verbal
Responsibilities
- Lead multiple customer implementation projects with a process and outcome-oriented approach to deliver high quality standards and exceed customer expectations
- Discover customer needs and execute technical and business objectives of each implementation project, driving time to value and product adoption
- Identify project risks and work with internal stakeholders to mitigate and ensure successful implementation outcomes
- Design and conduct customized training sessions for customers, both online and in-person
- Maintain an in-depth understanding of Hootsuite's products, apps, and services as well as knowledge of external partner products and services
- Collaborate cross-functionally within the Implementation team as well as more broadly with Customer Success and Sales to optimize implementation outcomes
- Perform other duties as required