Product Trainer (14-month contract)

Hootsuite Inc.; Calgary, Edmonton, Vancouver; Hybrid; CAD 60,000 - 90,000; Full time

Job summary

An established industry player is seeking a Product Trainer to enhance customer experiences with innovative products. This engaging role involves collaborating with cross-functional teams to understand customer needs and delivering impactful training sessions. You'll be responsible for creating training materials, conducting webinars, and ensuring customer satisfaction through effective communication. If you are passionate about helping others succeed and enjoy a dynamic work environment, this opportunity is perfect for you. Join a forward-thinking company that values agility and customer obsession, and make a real difference in the lives of clients.

Benefits

Health Insurance

Dental Insurance

Vision Insurance

Life/Disability Insurance

Employee Assistance Program

Group RRSP Plan with Company Match

Qualifications

• Experience in delivering training in tech/SaaS industry.
• Strong presentation and communication skills.

Responsibilities

• Lead training sessions and understand customer needs.
• Create engaging training materials and webinars.

Skills

Training Delivery

Presentation Skills

Customer Focus

Project Management

Problem Solving

Communication

Education

Experience in Tech/SaaS Industry

Job 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 Alberta and British Columbia. In this role, you will report to the Manager, Product Trainer.

WHAT YOU’LL DO:

● Understand Customer Needs: Lead internal discovery sessions with cross-functionalteams (Implementation, Customer Account Management, Account Executive, andSolutions 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 timezones and regions, and prepare for meetings by reviewing customer accounts tounderstand configuration, preparing presentation decks, and finalizing agendas.
● Contribute to development and maintenance of team training materials, includingagendas and templates.
● Webinar Training: Create and present standard and customized engaging, livewebinar training sessions on all Hootsuite products such as Hootsuite, Impact,Insights, Amplify, and Ads, and ensure that the content presented is understood bystakeholders and questions are answered.
● Onsite Training: Deliver engaging, onsite training, usually half-day sessions whichinvolves travel to the customer’s office and training in person.
● Project Management: Update the training component of the project plan withrelevant updates, tasks accomplished, and summary of training completed.
● Commitment to Customer Satisfaction: Meet and exceed quarterly Individual CSATscore target by delivering highly customized, clear, and engaging sessions that meetclients’ 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.
• 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:

• 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.

At Hootsuite, we design our compensation packages based on internal equity and external competitiveness. Every role at Hootsuite is analyzed, evaluated and mapped to a salary range. As a general guideline, the salary for new hires and promoted employees is determined based on an individual's skills & capabilities required for the role and their ability to contribute as per the expectations outlined in the job description.

Our salary structures are built on trends projected and published by independent and trusted survey companies. Hootsuite analyzes market data and adjusts salary structures, if required, on an annual basis. Salary ranges reflect what we expect to pay for this position at the time of posting. Our total compensation packages summarize our current offerings and are subject to change without notice.

Hootsuite is committed to fair and equitable compensation for every employee. Through an annual Pay Equity Analysis, Hootsuite ensures that all employees are paid fair and equitably.

Canadian Benefits. Hootsuite offers comprehensive benefits to support the health and wellbeing of our owls and their families. The benefits cover health insurance including medical, dental, vision, life/disability insurances, an Employee and Family Assistance Program and more! Hootsuite provides a group RRSP plan with a company match of up to 4% of base salary. Benefits are available to permanent employees who meet minimum hours requirements without a waiting period. THIS resource will provide additional information.

USBenefits. Hootsuite offers comprehensive benefits to support the health and wellbeing of our owls and their families. The benefits cover health insurance including medical, dental, vision, and life/disability insurances. Hootsuite also offers a 401k Plan with a company match (up to 4% of base salary), an Employee and Family Assistance Program and more! Benefits are available to employees who meet minimum hours requirements without a waiting period. THIS resource will provide additional information.

Global Parental Leave. All permanent employees, including birthing, non-birthing and adoptive parents, who have been employed by Hootsuite for a minimum of12 months are eligible for 26 weeks of full and partially paid leave in accordance with local government regulations.