Customer Support Enablement Strategist (STE - 9-month Contract)

We’re looking for a Customer Support Enablement Strategist to maximize the effectiveness of Hootsuite’s Global Customer Support Enablement Strategy. In this pivotal role, you will collaborate closely with leaders and individual contributors, guiding their ongoing learning, enablement, and customer support readiness. Reporting to the Director, Customer Support Enablement, you will play a key role in shaping and optimizing enablement initiatives in order to meet the needs of the business. This role will enable our teams to achieve their goals in the ever-evolving landscape of our Customer Support Organization. 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 Canada or Mexico City. In this role, you will report to the Director, Customer Support Enablement. Please note: This is a 9-month contract.

WHAT YOU’LL DO: 

• Drive best practices across the entire Customer Support Enablement Team, for content creation, maintenance, and delivery to ensure relevant and up to date content is scaled efficiently. Generate buy-in from the Customer Support Enablement team and broader Support team for implementation and adoption.
• Partner with the Customer Support Enablement team, design, develop, and facilitate engaging and effective content for Customer Support across multiple geographic locations in various mediums.
• Be the primary point of contact for the internal micro-learning tool, Axonify for enablement programs and reinforcement. Partner with the management team to leverage for any training requirements. Assign and resolve any system or user issues, identify root causes, and create processes to address repeat issues. Support large, complex configurations through testing, scenario review and documentation.
• Develop and facilitate product launch enablement programs for our Support teams, partnering with Product, Marketing, Revenue Enablement, and the Program Management Office to translate GTM launches into easy-to-comprehend, relevant, and actionable insights for our customer-facing teams.
• Act as an advocate for continuous improvement in enablement strategies, staying informed about industry trends and best practices to enhance the effectiveness of learning initiatives within the Global Support team.
• Support senior leaders to project manage enablement-specific initiatives; collaborate with stakeholders to implement and document requirements for the defined support programs.
• Develop and implement scalable, rigorous learning assessments to reliably and fairly measure comprehension to inform program design and targeted learning outcomes.
• Prepare and analyze initial reports on learning metrics that assess impact of programming. Identify areas for follow-up and present to Customer Support Leadership.
• Share expertise, support, and mentorship across the team as needed.
• Perform other related duties as assigned 

WHAT YOU’LL NEED: 

• Significant experience in an enablement program management, learning & development, or corporate education role. Experience working in an operational support environment and/or SaaS environment is preferred 
• Proven expertise in instructional design, adult learning principles and techniques, communication and collaboration with subject matter experts and stakeholders, with a focus on customer support excellence in the areas of training, internal processes, product releases, new hire onboarding, employee upskilling, and workflow design. 
• Demonstrated skill in identifying a desired outcome and determining the most effective way to teach behaviours and skills to achieve that outcome 
• Technical expertise in facilitation and classroom management
• Data analysis skills to determine learning metrics to measure outcomes and assess effectiveness 
• Open Communication: clearly conveys thoughts, both written and verbally, listening attentively and asking questions for clarification and understanding
• Customer Focus: demonstrates a desire to proactively help and serve internal/external customers meet their needs
• Process/Project Management: skilled at figuring out and managing the processes and timelines necessary to get work accomplished
• Priority Setting: focuses time/energy on the most important issues/opportunities. Clearly understand how to assess the importance of tasks and decisions
• 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 
• Commitment to Results: consistently achieves results, demonstrating high performance, and challenging self and others to deliver results
• Resilience, Tolerance for Change/Ambiguity: can effectively cope with change, finding ways to advance work and projects
• Collaboration and Teamwork: works with others to deliver results, meaningfully contributing to the team and prioritizing group needs over individual need

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: Dare to go beyond the expected to achieve greatness. #StepUp

One Team: Make Hootsuite a place we soar together by respecting each other's individuality, building trust, and showing up for the team. #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.

#LI-IA #LI-Remote