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.

• Lead a world-class Professional Services organization that ensures our customers realize maximum value of their Hootsuite tech stack through strong onboarding, and trainingservicesHire, coach, and develop a high-performing management team, fostering a culture of deep customer focus, collaboration, over-achievement, and continuous learning. Perform full scope of people management practices, including performance management and DE&I.
• 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 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.