Launch Specialist

Launch Specialist

HootSuite is looking for a driven individual who enjoys working directly with customers to understand requirements, help Enterprise customers get launched on HootSuite for long term success, while providing best practice social media advice and training on our platform.

As a key member of our Customer Success team, you will be an expert and client advocate who will lead, develop and execute on implementation plans for HootSuite Enterprise that will make our customers extremely successful. The ideal candidate for this role will be customer oriented with strong communication and analytical skills. In addition, we are seeking someone who is technically oriented, has project management expertise, and passion for social media. You must be able to articulate value, inspire and be comfortable consulting our customers. This role will be based out of our Vancouver nest!


Deliver on all our client service offerings, which currently comprise of: Launch Services, Training Services, Crisis Simulations, Integration Services and Security Services
Project lead and implement HootSuite project roll outs including: project management, project tracking, requirements and needs analysis, customer feedback sessions, dashboard customization and configurations, and analytic report creation
Possess an in-depth understanding of HootSuite’s suite of products, apps, and services
Based on the client’s social media strategy, align core HootSuite capabilities to that strategy and understand their challenges while establishing the best solution or workaround
Conduct customized training sessions on HootSuite delivered via online webinars or in-person.
Arrange and draft agendas, prepare related background material, take minutes and follow up on action items from meetings in a timely and professional manner

Required Skills & Experience:

Bachelors degree or relevant work experience
At least 2+ years experience in a B2B customer centric environment
Passion, energy and enthusiasm for all things social media
Professional experience with social media networks, beneficial if you have HootSuite knowledge
Professional experience using a Social Media Management System (SMMS) or Social Relationship Platform (SRP) to manage an organization’s social media, or to manage multiple client’s social media
Confidence when talking about social media for business in terms of its values, common strategies and analytics
Proven ability to build and grow customer relationships
Ability to set and manage customer expectations and to negotiate appropriate resolutions to issues
Ability to train or teach someone, particularly on a technology solution
Exceptional project management skills
Excellent interpersonal, oral and written English communication skills
Ability to work independently as well as collaboratively within the team and across various departments
Must thrive in a challenging, dynamic and extremely fast-paced work environment
Ability to learn new skills and processes quickly
Strong analytical skills, detail oriented, ability to prioritize and meet deadlines
Self motivated and drive to succeed

Bonus Assets:

Experience conceiving, executing and optimizing a campaign across social media and other digital channels
Experience with the social media strategy and implementation of that strategy for multiple clients or a major brand
Experience interacting with social profiles and a community of users through a Social Media Management System
Customer service, especially SaaS
Familiarity with the tech industry
Any digital/online marketing experience would also be beneficial
Relevant work experience in account management, business analysis, consulting, Professional Services or other implementation & delivery type roles
Experience conducting client needs analysis, and customizing/configuring a software platform to meet those needs
Experience in the consulting and delivery of solutions on social media management systems
HootSuite Certified Professional
Podio, Asana, Basecamp or other project management tools
Spanish, French, Portuguese, German, Mandarin or Cantonese language proficiencies

Date Posted:
May 13, 2013 1:09 AM PDT
HootSuite Media, Inc.

HootSuite Media, Inc.
Vancouver, British Columbia, Canada

HootSuite is a social relationship platform for businesses and organizations to collaboratively execute social media strategies across multiple social networks from one secure, web-based dashboard. Launch marketing campaigns, identify and grow audience, and distribute targeted messages using HootSuite’s unique social media dashboard. Streamline team workflow with scheduling and assignment tools and reach audiences... more