Team Accountabilities
 
• Design and deliver a blended training approach for solution training, utilising digital content, in app technology, webinars and face-to-face training
• Drive adoption internally and with our customers on the Customer Community whilst continually developing new features, functionality and process
• Drive content for the Customer community in the form of articles, discussion, videos and new release notifications.
• Deliver internal product training as part of on boarding process and for continual learning
• Support the business with training requirements from a content creation and delivery perspective.
 
Role Responsibilities
 
• Maximise engagement, influence and reach across customer community
• Respond to, review and moderate user-generated content within different groups including comments, images, videos/audio and escalating as needed.
• Manage day-to-day user activities, account requests, including spam moderation, enforcing Community Guidelines, and identifying trends in user activity.
• Work with technical team to evolve design, look and feel of the community
• Work with the business to understand community requirements
• Seek opportunities where the community can improve operational efficiency
• Work with community committee to prioritise new requests
• Provide guidance to the business on tone of voice for engagement
• Responsible for internal adoption of the community
• Report on community usage and adoption to share with the business
• Work with community champions to ensure all posts and questions are answered
• Document and maintain processes surrounding the Customer Community
 
About you
 
• Excellent communication skills
• Passion for the customers’ knowledge
• Working operational knowledge and understanding of online Community platform tools and best practices (Forums, Blogs, Brand Tone/Voice, Commenting etc.).
• Experience in Community engagement
• Fantastic relationship building skills
• Highly organised and able to work to multiple timelines and prioritise your workload effectively around them
• Driven, enthusiastic and have vision with a strong desire to work in a dynamic collaborative environment
• Strong Written English
• Comfortable working in a team environment yet confident enough to achieve your results in an independent manner as well
• IT competent, with an awareness of how IT systems can enhance a business’s productivity
• Experience with Sales Force CRM a plus!
 

Interested In Working With Us?

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