Customer Content and Community Evangelist

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2 days ago

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E-Solutions

WebsiteLinkedInAll Job Openings

"Empowering Technology Services”

1001 - 5000 employees

Founded 2003

📋 Description

• Iterate on and execute the community engagement strategy. • Build an online community - as the functional and technical owner. • Monitor and moderate online forums. • Engage with SMEs and customers to respond to posts. • Organize and host virtual community events, including AMAs. • Foster a positive and inclusive community environment. • Understand and leverage ServiceNow integration to demonstrate the impact of our community investments on support and customer engagement/retention. • Cultivate a strong link between customer insights and product development by channeling community feature requests and product feedback effectively. • Create customer communications, including newsletters, product updates, and support-driven content that highlights community solutions and best practices. • Curate and create engaging content for community discussions and DIY solution guides that enable self-service. • Develop multimedia content including video tutorials and how-to guides for common DIY solutions. • Collaborate with marketing to align community content with brand messaging. • Analyze content performance and adapt strategies accordingly. • Transform common support cases, ticket insights, and customer success manager insights into community knowledge articles, discussion starters, and self-service resources. • Gather and report community feedback to relevant departments. • Provide reports that facilitate tracking and reporting of ticket deflection rates, support cost savings, resolution time improvements, and community ROI metrics. • Monitor customer satisfaction for community-assisted resolutions and retention rates among active community members. • Define project schedules and manage multiple projects simultaneously. • Leverage effective time management practices, including time tracking and project plans. • Collaborate cross-functionally to drive continuous improvement within our technology, tools, processes, and our products. • Support key business initiatives as required.

🎯 Requirements

• Bachelor’s degree in Communications, Marketing, Business, or related field. • 3+ years of experience communicating directly with customers. • 5 years of experience in a customer marketing or customer community role. • Excellent verbal and written communication skills. • An entrepreneurial mindset with a fail-fast mentality. • Strategic and critical thinking. • Data-driven approach to decision making. • Strong interpersonal skills and the ability to create a rapport with customers and community members. • Highly organized with excellent time-management skills. • Experience identifying and translating technical support challenges into self-service knowledge resources. • Experience with Gainsight, ServiceNow, Discourse, or other community platforms preferred. • Experience curating and organizing technical knowledge bases or documentation systems. • Experience in the SaaS industry, preferred.

🏖️ Benefits

• Competitive salary, and top-tier health and wellness benefits. • Stock options and/or bonus based on your role, location, and employment type. • Generous paid time off, including volunteering days and extra days over the December holidays. • Fixed hybrid work model: 3 days a week in office (Tuesday, Wednesday, Thursday), if located in Vancouver. • Modern, pet-friendly downtown office spaces with collaborative areas and an on-site gym, if located in Vancouver. • Annual company All Hands in Vancouver, our entire organization travels to our Vancouver HQ for a week of team building, learning and breakout sessions.