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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It may seem like an odd title for a blog, but it is the title of my favorite Grateful Dead song. Phil Lesh wanted to write a song for his dying father and with the help of Robert Hunter this great song was written. For some reason this song has always been inspirational to me. Maybe it is the history of the song or just the great lyrics and tune. I see my choice in this title as personal reflection of some of my likes.