Senior Manager, Business Technology

We’re looking for a Senior Manager, Business Technology to lead a team of Business System Analysts, Developers, and Administrators to ensure the seamless operation and optimization of our key enterprise systems, including but not limited to Salesforce, Netsuite, and their supporting integrations. As an experienced leader, you’ll be working as a people manager and technical expert, balancing strategic oversight with hands-on management. You will ensure that the business’s needs are met through efficient support ticket management, adherence to SLAs, and the achievement of KPIs. You’ll collaborate with leaders and stakeholders throughout the organization, using technology to solve problems, improve processes and make everyone’s workday better. Working either remotely, or out of Hootsuite’s Toronto office, you will report to our Director, Business Technology. 

WHAT YOU’LL DO:  

• Oversee the support and maintenance and enhancements for the company's Enterprise applications.
• Track, prioritize, and manage support tickets, ensuring timely resolution within established SLAs. 
• Foster a collaborative team environment, ensuring workload is shared efficiently and team capacity is maximized while offering support, guidance and escalation assistance.
• Lead and manage a team, with a focus on creating a performance culture, supporting employee development, coaching, mentoring and all other people-management practices, including hiring, performance management and DE&I
• Manage a team to deliver large and complex technical projects. Work in collaboration with Sales, SalesOps, Customer Success, and other key stakeholders and system owners to execute plans and deliver tangible value to the organization
• Partner with the business stakeholders to identify and prioritize improvements and enhancements that are tied to business-driven outcomes and key results
• Build and refine operational processes for systems such as: NetSuite, Zuora, Salesforce.com, Gainsight and Marketo to drive efficiency and effectiveness 
• Facilitate and lead the strategy to build and maintain integrations between business critical applications. 
• Guide the team in following best practices for change management, including documentation, testing, and deployment
• Serve as the primary point of contact for escalations related to Salesforce, Netsuite, and integrated systems. Working to resolve issues efficiently. 
• Be a flexible leader and team player, willing to assist with other roles like Product Management and Scrum Master. 

WHAT YOU’LL NEED: 

• A post secondary degree in Computer Science or Business with extensive relevant experience with enterprise systems, including some practical experience in a leadership role managing technical teams. 
• Demonstrated hands-on experience with Salesforce.com and other marketing, sales and financial systems is required.  The following certifications is desirable, but not required:
• Salesforce Certified Administrator
• Salesforce Platform Developer
• Experience integrating Salesforce with 3rd party tools, using both native integrations and ETLs
• Proven experience overseeing Salesforce and Netsuite(or other ERP) platforms 
• Experience with ERP systems
• Track record of building inclusive, cohesive teams which apply diversity to achieve common goals
• Have a strong background in managing technical teams, having a deep understanding of multiple SDLC frameworks.
• Proven ability to translate business goals and objectives into documented technical requirements for administrators to execute
• Strong business stakeholder management skills; executives, peers and subordinates
• Project management skills: defining and managing the processes and timelines necessary to get work accomplished

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-BW1