Platform Delivery Specialist

We’re looking for a Platform Delivery Specialist, to configure client accounts across Hootsuite's core platform and our social listening tool, Lumen by Talkwalker - build the dashboards, automated reports, workflows, and alerts clients depend on, and deliver standard training sessions. For new clients, you’ll partner with our Professional Services Implementation team to ensure the platform setup meets customer requirements and is delivered in a timely manner. For existing clients, you’ll partner with Customer Success for ongoing platform delivery work You’ll be responsible for setting up the technical basics properly, keeping our data clean and ensuring our account structure scales as we grow

WHAT YOU’LL DO

• Configure Hootsuite platform (eg, Teams & Permissions, Planner, Analytics) to documented client requirements and internal specs 
• Design and implement enterprise account structures, custom tagging taxonomies, and granular role-based permissions across Hootsuite and Lumen by Talkwalker
• Build social listening dashboards and topic/query structures in Lumen to client specifications 
• Build automated reports, scheduled exports, and alert logic (e.g., spike detection, sentiment thresholds, keyword triggers) using native tool capabilities 
• Help clients configure AI agents within the platform, and use AI tools to increase your own efficiency on repeatable build and reporting tasks 
• Deliver standard, repeatable training sessions to clients on platform use and reporting features 
• Support our third party Partner delivery network with trainings and build QA 
• Review completed configuration and reporting work for quality, catching defects before handoff and partnering with clients for UAT 
• Interact directly with clients as it relates to your platform build work: confirming request details, demoing a completed dashboard or workflow, or walking through a report 
• Set up recurring workflows that keep dashboards, reports, and alerts current without manual rebuilding each cycle. 
• Contribute to process or tooling improvements to support high quality platform delivery at scale 
• Contribute to and help refine configuration and reporting playbooks as tools and client needs evolve 
• Perform other related duties as assigned

WHAT YOU’LL NEED:

• 2-5 years of professional experience, ideally in SaaS platform configuration, technical support, QA, or a reporting/analytics-adjacent role 
• Comfortable learning multiple tools quickly and working across more than one platform in parallel 
• Strong attention to detail and process discipline 
• Basic comfort with boolean operators and dashboard/report-building logic (filters, saved views, scheduled exports, alert conditions) in a low-code environment
• Comfortable using AI tools to speed up repeatable work, and open to helping clients understand and configure AI agent features 
• Clear written and verbal communication, including light, structured client-facing interactions (demos, walkthroughs) 
• Able to manage a queue of build and reporting work against SLA targets in a fast-paced environment 
• Accountability: holds self and others accountable to meet commitments
• 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
• Resilience & Adaptability: can effectively cope with change, finding ways to advance work and projects

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: 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.

This posting is for a current vacancy for which we are actively hiring.

#LI-Remote