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Customer Success Community Manager job

Information BuildersNew York City, NY
Information Builders jobs

Job Description

We are looking for driven and dynamic professionals like you to grow with us and shape our future. Information Builders helps organizations transform data into business value. Our software solutions for business intelligence and analytics, integration, and data integrity empower people to make smarter decisions, strengthen customer relationships, and drive growth. Our dedication to customer success is unmatched in the industry. Thats why thousands of leading organizations rely on Information Builders to be their trusted partner. Founded in 1975, Information Builders is headquartered in New York City, with offices around the world, and remains one of the largest independent, privately held companies in the industry. In addition to our industry-leading software solutions and outstanding customer service, our people are the heart and soul of our success. Passionate, dedicated, and driven, Information Builders employees are some of the most talented and creative professionals in the industry. Customer Success Community Manager The Customer Success Community Manager is our direct interface with Information Builders customer success communities, including online developer community (Focal Point), user group leadership community, and other customer success communities created to make every customer successful throughout their interaction with us - onboarding and adoption, upgrades, retention, and cross-product expansion. They will Serves as a trusted advisor to our customers and business partners Works with customers individually and via the many Customer Success community designations that make up our robust customer community for example Cloud customers, User Group leadership, product-centric communities, and many other customer success communities. Seeks, registers, and shares customer input with the corporate resources necessary to keep our customers successful. These corporate teams include WCS Customer Success (Renewal Retention), Customer Experience, Customer Support, Corporate Marketing, Sales, Professional Services, and Customer Education. Connects customers with each other in collaborative and mentoring dynamics to enable their success and increase customer retention Leverages key members of the community to increase membership and demonstrate the value of our products and services to all community members and their organizations. Responsibilities Direct responsibility for managing the Customer Success Community and driving growth via customer outreach and through collaboration with Worldwide Customer Services teams, other corporate stakeholders, and community membership leaders Works with Customer Success and corporate teams to develop customer success community programs, activities, events, and other engagement to increase retention and enable customer success Maintains a daily, active presence in the customer community, acting as an always-available, guiding force for customer discussions and activity in support of customer engagement, retention, support, and success Covers administration, configuration, and metrics reporting for the customer success community Curates content from the community to increase membership, customer success, and retention. For example customer-generated tips and techniques Plans and executes Customer Success Community webinars, technical feedback groups, and knowledge share sessions to increase retention, support upgrades and generally enable customer success. Evaluates and reflects industry community solutions into our Customer Success Community management in conjunction with corporate initiatives. Skills and Qualifications BSBA degree in Customer Success, Customer Services, or a related discipline - with a minimum of 4 years in customer service operations, community management, website operations or equivalent experience Self-motivated, self-starter, team player Must be passionate about enabling our customers success Experience in collaborative and customer partnering Top level professionalism is expected must be able to connect with all levels of customer and corporate contacts Excellent written, spoken, and leadership communication skills Able to multi-task, troubleshoot, and efficiently execute actions on behalf of a customer Working knowledge of HTML, Pardot, Salesforce Knowledge of Information Builders software and Drupal 8 (content creation) is a plus Immediate projects include Connect with existing community members to collect their feedback in support of upgrading and extending the existing online community (Focal Point), with an end goal of increasing retention and release adoption, supporting the product development of features and solutions that will most benefit customers success. Introduce gamification to the customer community. For example work with other WCS teams to develop a reward-based system for engaging frequent customer contributors create contests and games that will engage members and demonstrate the value of IBI solutions provide fun, online, networking activities that will engage the community as well as strengthen retention and upgrade rates Collaborate with all teams to develop Q1-Q2 campaigns that will maximize reach and exposure of our community channels and content. For example Q1-Q2 Meet-ups, TechTalks, technical blog posts, social media posts. Information Builders, Inc. is an Equal Opportunity Employer All qualified applicants will receive consideration for employment and will not be discriminated against based on their race, gender, disability, veteran status, or other protected classification. LI-CS1
Associated topics: business development, case management, development, manage, office manager, plan, project, program development, program management, resource development
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