Vice President, Global Professional Services

We're looking for our Vice President, Professional Services to drive customer satisfaction, retention and growth by ensuring product adoption and time to value for our global customers.

You will lead a global Professional Services function; setting a clear vision and strategy aligned with Hootsuite's goals by providing world-class onboarding, training, and paid managed services.

As a leader in our Global Revenue Organization you will work cross-functionally with senior leadership to build and scale the teams, systems, and processes required to meet the evolving needs of our current customers and support future growth.

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 Toronto, Canada, Remotely in the United States, or in London, United Kingdom.

In this role, you will report to the Chief Customer Officer.

WHAT YOU'LL DO :

• Design and deploy a world-class Professional Services strategy; setting a clear vision that aligns with Hootsuite's broader company goals while providing strong leadership and guidance to the Professional Services team, fostering a culture of excellence, collaboration, and innovation.
• Create, execute, measure and optimize Professional Services processes globally for Hootsuite, integrating best-practices and continuously innovating.

Champion operational efficiency and excellence across the global function that supports current and future growth states, while overseeing the global delivery of services, ensuring high-quality, on-time, and on-budget delivery of projects and engagements.

Hire, coach, and develop a high-performing leadership 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 revenue growth and profitability for the Professional Services function, including managing resource utilization, informing project pricing, and margins.

Identify opportunities for upselling and cross-selling professional services to existing clients and drive new business development efforts.

• Evaluate Hootsuite's current services offerings across implementation, managed services, and training, and launch new services that will lead to increased annual recurring revenue and profitability and ultimately customer retention.
• 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, mitigate risk, inform strategic planning and provide, data-driven recommendations to Revenue Leadership and Executive Teams in order to improve the customer experience and enable revenue growth.

• Establish and maintain strong relationships with cross-functional business leaders to drive growth and adoption of Hootsuite-owned and partner products by identifying opportunities to expand service offerings, enter new markets, or enhance existing services to meet changing client needs.
• Iterate upon existing Hootsuite strategy for partner-led services, evaluate the current partner landscape and determine if new partners should be introduced.
• Empower your team to proactively anticipate risks and opportunities while serving as a key escalation point for customer issues, ensuring solution-oriented thinking and best-in-class customer experience.
• Serve as the trusted advisor for key accounts, building and maintaining strong relationships with customers. Understand complex client needs, challenges, and business objectives, to inform the cross-functional requirements to deliver solutions that meet and exceed customer expectations.
• Collaborate closely with cross-functional leadership teams, including Sales, Product, Success, and Support, to ensure alignment across departments.

Identify synergies to address customer needs across diverse customer profiles and drive business growth across our global markets.

Key to the partnership with Sales is alignment on services pricing pitched to prospective customers in the sales cycle.

• Serve as a dynamic leader that lives out our Guiding Principles and embodies high-performance culture through optimism, commitment to results, creative problem-solving, and a proactive, team-oriented communication style, regularly sharing best practices and coaching on strategy.
• Model adaptability by performing other duties as assigned

WHAT YOU'LL NEED :

• Advanced level of technology consulting and / or technology management experience; including 15+ years of people leadership experience, 10+ years in SaaS technology deployment and / or project management
• Deep industry knowledge and expertise including professional services methodologies, and project management, with strong understanding of Partner and Ecosystem landscape, key players and strategic growth initiatives.
• Commitment to Results : consistently achieves results, demonstrating high performance, and challenging self and others to deliver results with proven ability to manage long term, multi-million dollar engagements with multiple project tracks across global teams.
• Customer Focus : demonstrates a desire to proactively help and serve internal / external customers to meet their needs.

Proven 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.

• Influence : Asserts own ideas and persuades others, gaining support and commitment and mobilizing people to take action by leaning on ability to manage senior stakeholders, but at the same time able to deep dive, obtain relevant data and analyze effectively.
• Negotiation : successfully obtains commitment to a solution or idea, while maintaining integrity and relationships with proven ability to manage client escalations and negotiate resolution.
• Open Communication : Clearly conveys thoughts, both written and verbally, listening attentively and asking questions for clarification and understanding.
• 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 develop new capabilities. Successfully develops the capacity and capability of team and individuals on the team

WHO YOU ARE :

• Tenacious. You are determined to succeed, and you are motivated by the success of customers, colleagues and the community.
• Curious. You are always learning and seeking ways to make things better.
• Conscientious. You keep your promises, taking your commitments to others seriously, and you have strong integrity.
• Humble. You lead with humility and empathy, respecting and learning from the perspectives of others.

In all we do, our six guiding principles light the way : Step Up : Show the world what it looks like to live and work by these guiding principles. #StepUp

One Team : Make Hootsuite a place where everyone feels safe, welcome, valued, and empowered to do their best work without compromising who they are. #OneTeam #FreeToBeMe

Customer Obsessed : Focus relentlessly on helping our customers succeed. #CustomerObsessed

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

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

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

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

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