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Senior Manager, Technical Account Management

2 weeks, 2 days ago
Canada, United Kingdom
Full-time
Lead
Technical Account Manager
Customer and Technical Support
Agile CRM REST API
Apply Now
Hootsuite

Hootsuite

Hootsuite is the world's most widely used social media management tool, offering scheduling, content creation, analytics, and social listening in one platform. It helps businesses manage social media campaigns across multiple networks with advanced fea...

Media
10K-50K
Founded 2008
$315M raised
View All Jobs 22

Description

  • Manage and develop a high-performing technical account management team, including hiring, coaching, mentoring, performance management, and DE&I practices.
  • Support senior leaders in defining the vision, direction, planning, implementation, and reporting for the Technical Account Management Services Program.
  • Lead a global team of senior technical and product experts focused on technical consultation, training, and recurring paid services.
  • Partner with Sales and Enablement to build go-to-market assets and maintain technical documentation in the internal Services hub on Highspot.
  • Own and continuously optimize service-related technical templates and best practices for the Technical Account Management function.
  • Contribute to new program management methodologies that improve customer experience, service delivery, and operational efficiency.
  • Drive additional revenue from technical account services and help support business targets such as ARR and NRR.
  • Maximize customer consumption of recurring paid services and improve renewal outcomes.
  • Define, refine, and report on key operational metrics, including utilization rate, attach rate, renewal rate, and CSAT.
  • Forecast demand and manage team capacity to maintain consistent utilization of Technical Account Management services.
  • Collaborate with Customer, Sales, Marketing, Product, Engineering, and Support leaders to align deliverables and dependencies.
  • Act as an escalation point for customer concerns and help communicate action plans for resolution.
  • Develop and foster a culture of learning, curiosity, and proactivity across the team.

Requirements

  • 12+ years of relevant work experience, including 3-5 years of management experience in a fast-growing SaaS company.
  • Experience driving time-to-value and product adoption.
  • Proven leadership experience with executive-level communication and strong interpersonal skills.
  • Experience collaborating with leaders across multiple departments, including Sales and Product teams.
  • Strong written and verbal communication skills with the ability to listen and clarify understanding.
  • Ability to set priorities, manage ambiguity, and adapt effectively to change.
  • Track record of delivering results and influencing business outcomes through others.
  • Inclusive leadership skills with experience building cohesive, diverse teams.
  • Ability to build long-range plans and integrated action plans to achieve strategic goals.
  • Experience developing team and individual capabilities through enablement and coaching.
  • Advanced understanding of Hootsuite and Talkwalker platforms, integrations, and relevant APIs is preferred.

Benefits

  • Flexible work arrangement with remote work or a hybrid model.
  • Role open to applicants located in Toronto, Canada and London, United Kingdom.
  • Canada pay range of $127,700 to $178,700 CAD.
  • Accommodation provided for candidates taking part in all aspects of the selection process.

Interested in this position?

Apply directly on the company website

Apply Now

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