Technical Account Manager Job at Hootsuite (New York)

Technical Account Manager

Hootsuite

Location:
United States; Canada , New York ▼
Toronto

Category:
IT - Administration

Contract Type:
Not provided

Salary:

Not provided

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Job Description:

We’re looking for a Technical Account Manager to plan, lead, and deliver ongoing technical consultation, guidance and optimization to our customers across our full Hootsuite and Talkwalker tech stack. As a senior member of our Professional Services team, you will act as a named technical consultant for your book of customers and deliver on the TAM hours purchased with a focus on driving product adoption, value, and renewal. You 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.

Job Responsibility:

Manage a book of customers and serve as their named technical consultant, providing ongoing expertise, guidance, and product value
manage delivery timelines, milestones, technical optimization goals, and facilitate business transformation strategies
Work closely with Professional Services colleagues to manage the complex integrations of high-value customers who subscribe to paid services
Act as a key member of the customer account team: 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 reporting for your book of business
develop risk mitigation strategies against carry-over of unused deliverables
Have an advanced understanding our core Hootsuite platform, Talkwalker products, integrations and relevant APIs
continuously upskill on our product tech stack and emerging social media technologies (e.g. ChatBots, AI) to serve as internal subject matter expert
Act as a product knowledge hub and ensure effective customer knowledge and insights are shared across the organization (e.g. between Product, Engineering, Support, etc.)
Manage and build technical configuration deployment guides and maintenance documentation, and manage ongoing updates
Own, develop and lead technical enablement for the Professional Services team
Build and refine scalable TAM processes, frameworks, and services to drive efficiency and customer value
contribute to improvements and innovation to evolve the TAM service offering over time
Develop new multi-resource services offerings to drive incremental revenue for Hootsuite and additional value to customers, in partnership with Professional services leadership
As a senior member of the Professional Services team, serve as an expert and mentor providing guidance, and support contributing to the improving productivity of your peers
Perform other related duties as assigned

Requirements:

Extensive proven experience in advanced 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
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
Tenacious
Curious
Conscientious
Humble

What we offer:

Canadian Benefits: health insurance including medical, dental, vision, life/disability insurances
an Employee and Family Assistance Program
group RRSP plan with a company match of up to 4% of base salary
US Benefits: health insurance including medical, dental, vision, and life/disability insurances
401k Plan with a company match (up to 4% of base salary)
an Employee and Family Assistance Program
Global Parental Leave: 26 weeks of full and partially paid leave for eligible permanent employees

Additional Information:

Job Posted:
March 18, 2026

Work Type:

Remote work

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