Description
We’re looking for a Product Trainer to help us train our customers on Hootsuite and Talkwalker products and act as a key member of the end-to-end customer journey. You’ll be working with the Professional Services team to successfully launch and guide customers by educating them on how to use Hootsuite/Talkwalker products. 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 Mexico City, Mexico. In this role, you will report to the Manager, Product Trainer.
WHAT YOU’LL DO:
- Understand Customer Needs: Lead internal discovery sessions with cross-functional teams (Implementation, Customer Account Management, Account Executive, and Solutions Consultant) and calls with customers to understand their business goals, needs, knowledge gaps, and expectations from training.
- Training Logistics: Schedule training sessions with our customers across different time zones and regions, and prepare for meetings by reviewing customer accounts to understand configuration, preparing presentation decks, and finalizing agendas.
- Contribute to development and maintenance of team training materials, including agendas and templates.
- Webinar Training: Create and present standard and customized engaging, live webinar training sessions on all Hootsuite products such as Hootsuite, Impact, Insights, Amplify, and Ads, and ensure that the content presented is understood by stakeholders and questions are answered.
- Onsite Training: Deliver engaging, onsite training, usually half-day sessions which involves travel to the customer’s office and training in person.
- Project Management: Update the training component of the project plan with relevant updates, tasks accomplished, and summary of training completed.
- Commitment to Customer Satisfaction: Meet and exceed quarterly Individual CSAT score target by delivering highly customized, clear, and engaging sessions that meet clients’ expectations.
- Demonstrate agility by performing other duties as required
WHAT YOU’LL NEED:
- Some practical experience in delivering training, preferably in the tech/SaaS industry, or relevant experience.
- Clear and organized presentation techniques and skills in person and via web.
- Proven ability to train or teach someone, particularly on a technology solution.
- Capable of explaining technical terms in a comprehensive way to different audiences.
- Ability to set and manage customer expectations and to negotiate appropriate resolutions to issues.
- Ability to learn and apply new skills, technologies and processes quickly.
- Bilingual in French and English is a plus.
- Customer Focus: Demonstrates a desire to proactively help and serve internal/external customers to meet their needs.
- Open Communication: Clearly conveys thoughts, both written and verbally, listening attentively and asking questions for clarification and understanding.
- Commitment to Results: Consistently achieves results, demonstrating high performance, and challenging self and others to deliver results.
- 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.
WHO YOU ARE:
- Solution seeker. You’re focused on tackling new challenges, solving problems, and moving the business forward—and you don’t wait to be asked.
- Lifelong learner. You have a growth mindset – you’re here to learn, experiment, seek, apply, and provide feedback, share what works with your team, and move on from what doesn’t.
- Resilient adapter. In the face of change and challenges, you bring a thoughtful, calm approach, and a focus on finding the new opportunity.
- Intentional collaborator. You build positive working relationships across the business, bringing people together to foster new opportunities and to facilitate the efficient flow of information.
- Critical challenger. You have the trust in your team to ask difficult questions in order to get to the best end result.
- Active communicator. You listen actively and communicate ideas and information clearly, inclusively, and proactively.
- Integrated thinker. You look beyond your role and responsibilities to understand how your team’s work drives broader organizational goals.
- Accountable owner. You take pride in the work you’re responsible for with a mindset of ultimate accountability and reliability for the outcomes.
- Bar-raiser. You step up to help your team grow and succeed, even when that means going beyond what might be expected.
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.
Use of AI in Hiring
Hootsuite uses artificial intelligence (AI) to support our recruitment process. These tools may assist with screening and assessing applicants and / or summarizing interview feedback. All final hiring decisions are made by human decision-makers who use their professional judgement to review and evaluate relevant candidate information in addition to AI outputs. For more information about how we use AI and your rights, please see our Careers Privacy Policy.
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