IDEAL POSITION

As your next Technical Support Community Manager I will be responsible for building and nurturing the Support community. Will serve as an advocate both internally and within the community. I will ensure community member needs are met and community feedback on products and services will help drive strategic priorities. With my expertise in social media and online communities I promise to be a great asset to your company.

I have great leadership skills, an ability to proactively identify opportunities and quickly implement solutions, a positive attitude and a passion for customers.

RESPONSIBILITIES

  • Monitor Community Forums, provide feedback and answer general community questions or facilitate the response to technical questions through working with internal channels
  • Monitor and understand current Community trends, opinions, concerns, general topics of conversation, etc.
  • Aggregate feedback to form requirements and distribute internally to help define next generation products and services acting as an evangelist on behalf of the community
  • Foster conversations within the community by effectively communicating with users via blogs and regular posts
  • Exhibit a savvy and professional persona to online community members via expert written communication skills
  • Build relationships with cross-functional teams in order to understand their needs and goals, and ensure that the community perspective is being considered
  • Analyze community data and metrics to determine need for changes in direction, additional promotions, etc.
  • Innovate and develop new tools and channels to allow members to interact with each other and internal employees
  • Plan and manage both offline and online community events
  • System administration responsibilities as necessary (permissions, content publishing and other back-end tools)
  • Work with external vendor to roll-out new functionality to community as it becomes available
  • Develop and maintain strategy and direction for community
  • Serve as the lead communication liaison during site issues/maintenance between technical groups and the community
  • Maintain an understanding of trends, feedback and metrics of similar communities external to the organization


ESSENTIAL SKILLS AND QUALIFICATIONS

  • Bachelors Degree
  • Passion for written communication
  • Excellent verbal, interpersonal and relationship building skills
  • Demonstrated active involvement in social networking (blogs, communities)
  • Demonstrated skill in a Business Analyst or Marketing Analyst role
  • Highly developed and influential communication, facilitation and presentation skills at all levels of the business organization
  • Thrives on a challenge especially under high-pressure circumstances
  • Strong analytical and organizational skills
  • Passion for exceptional customer service
  • Experience managing an online community
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