Product Trainer

About the role

You are invited to join the Professional Services team at Hootsuite to act as a primary educator responsible for guiding customers through the adoption of Hootsuite and Talkwalker products. In this capacity, you will serve as the main point of contact for clients, ensuring they understand how to leverage our platform to meet their business objectives and drive tangible value. The role requires you to act as a strategic partner, translating complex product capabilities into practical training that aligns with specific customer goals. You will own the end-to-end training experience, from initial discovery through to advanced workshops and follow-up support. Your work will directly influence how successfully clients integrate Hootsuite and Talkwalker into their daily workflows. You will be responsible for maintaining a high standard of instruction that ensures clients feel confident and empowered to use the tools effectively. Ultimately, this position is critical to building long-term customer relationships and reinforcing the value of our suite of social media and analytics products.

Key facts

What you'll do

• Conduct in-depth discovery sessions with internal teams and external customers to identify business goals and specific training requirements.
• Design and manage training logistics, including scheduling across multiple time zones and preparing tailored agendas and presentation materials.
• Deliver engaging live webinar sessions that cover Hootsuite, Impact, Insights, Amplify, and Ads to diverse audiences.
• Travel to client offices to lead dynamic, half-day in-person training workshops that provide hands-on experience.
• Maintain detailed project plans by documenting training progress, tracking attendance, and recording completed tasks.
• Achieve quarterly CSAT score targets by delivering high-quality, customized instruction that addresses individual learning needs.
• Update and refine internal training templates, playbooks, and documentation to improve clarity and effectiveness over time.
• Collaborate with product and sales teams to gather feedback and ensure training content remains current with platform updates.
• Act as a subject matter expert by answering complex questions and demonstrating best practices during training sessions.
• Support the rollout of new features by developing training modules that help clients adopt changes quickly and confidently.
• Monitor training outcomes and adjust instructional methods to improve knowledge retention and application.
• Serve as an internal advocate for the client's success, ensuring their training experience is seamless and valuable.
• Coordinate with customer success managers to align training schedules with broader client engagement plans.
• Maintain a professional and organized approach to all training activities to reinforce Hootsuite's brand standards.

Requirements

• You possess practical experience in training roles, ideally within the SaaS or technology sector where digital platforms are central.
• You have the ability to explain complex technical concepts in a clear and accessible way to diverse audiences with varying levels of expertise.
• You demonstrate strong presentation skills that work effectively in both virtual webinar settings and in-person workshop environments.
• You have a proven capability to manage customer expectations, handle difficult conversations, and negotiate resolutions when needed.
• You show an aptitude for learning new technologies, processes, and product features quickly without extensive guidance.
• You bring strong project management skills to the table, including the ability to handle multiple timelines and deliverables simultaneously.
• You apply a logical approach to problem-solving, with the ability to identify root causes and suggest practical training solutions.
• You are comfortable working independently and as part of a distributed team, maintaining productivity in a remote or hybrid setup.

Nice to have

• You are bilingual, with proficiency in both French and English, allowing you to engage a broader range of clients.

Skills & tools

• You have experience in training delivery and facilitating interactive learning sessions.
• You are skilled in webinar hosting and virtual audience engagement techniques.
• You have a strong background in project management, including planning and tracking training initiatives.
• You communicate with high-level technical proficiency, ensuring clarity in both written and verbal formats.
• You have working knowledge of Hootsuite, Impact, Insights, Amplify, and Ads product features and capabilities.

Practical notes

• This role reports directly to the Manager, Product Trainer.
• Hootsuite uses AI tools during the recruitment process for screening and assessment, although final hiring decisions are made by human staff.
• Reasonable accommodations are available upon request for any part of the selection process to ensure accessibility for all candidates.