Account Provisioning Specialist

The Account Provisioning Specialist will be responsible for processing new customer orders and customer cancellation requests and ensuring all necessary data is collected in the process to adequately monitor and report on this activity. In addition, they will be responsible for utilizing existing admin tools to provision and de-provision products in accordance with signed contracts and cancellation requests. While working in a hybrid work arrangement, a blend of virtual (in accordance with Hootsuite’s distributed workforce strategy), and in Hootsuite’s Bucharest or Mexico City office, you will report to the Senior Manager, Revenue Operations.

WHAT YOU’LL DO:

• Own account provisioning and deprovisioning for new and existing customers, in close collaboration with Sales, FinOps and Professional services teams
• Operate account changes as requested by the Sales or Customer Success Managers representatives by following contract terms and internal processes / procedure
• Document all account provisioning processes in our knowledge base and conduct internal training as needed.
• Provide constant feedback for improving processes and systems as well as automating tasks.
• Partner with Business Operations and Technology, Product Management and Engineering in projects to improve our own internal backend systems and workflows.
• Follow-up with stakeholders on additional tasks related to account provisioning (Sales, Account Managers, Customer Success Managers)
• Escalate urgent account provisioning issues to revenue operations leadership as required, ensuring adherence to internal processes
• Manage customer and contract data across different system to ensure data is accurate

WHAT YOU’LL NEED:

• Considerable relevant data analysis experience with proven ability to manage multiple sources of data and systems
• Ability to adhere to daily SLAs (Service-Level-Agreements) as part of the account provisioning and deprovisioning process within the specific tools.
• Excellent English communication skills, both verbal and written (German not required)
• Experience with Customer Relationship Management and Ticketing System tools like Salesforce, Zendesk, or other comparable SaaS vendors
• Familiarity with technology tools, integrations and inter-dependencies, business workflows and basic general understanding of tool configurations so that changes and their consequences are proactively assessed and risk evaluated before high impact changes are being performed.
• Customer Focus: demonstrates a desire to proactively help and serve internal/external customers meet their needs
• Collaboration and Teamwork: works with others to deliver results, meaningfully contributing to the team and prioritizing group needs over individual needs
• Open Communication: clearly conveys thoughts, both written and verbally, listening attentively and asking questions for clarification and understanding

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.

#LI-EM #LI-Hybrid