Online Community Managers
Silicon Valley, CA
Status: Full Time, Employee
Job Category: Marketing/ Media/ Business Development
Relevant Work Experience: 1+ to 2 Years
Reports To: Marketing VP
ESSENTIAL DUTIES AND RESPONSIBILITIES
The Community Managers will:
- Creatively and proactively assist online users of specific online communities;
- Serve as the initial point of contact for inbound requests;
- Identify and analyze issues, patterns and trends in customer requests & product performance;
- Transfer the information to the appropriate departments so that they can respond accordingly:
- bugs to quality assurance,
- new ideas to product development,
- messaging effectiveness to marketing,
- frequently asked questions noted,
- identifying user generated content;
- bugs to quality assurance,
- Author blog posts, articles, podcasts, videos and screencasts - whatever media you want to use - to communicate creative uses of common existing internet tools;
- Establish metrics & report on them on a monthly basis including recommendations;
- Identify & engage advocates;
- Proactively escalate issues, observations, opportunities, and insights to the executive team;
- Communicate issues, opportunities and insights to the company at large;
- Stay up to date on new social media tools, best practices and how other organizations and companies are using them, so that the company can continue to be an early adopter of these technologies;
- Participate in professional networking by following the prominent bloggers and online writers & attending events;
- Avid social networker is a plus.
QUALIFICATIONS
- A highly effective and friendly professional with a proven track record of success
- 1 to 2+ years with online community management experience strongly required
- Experience serving an online media company strongly preferred
- Mastering social networks and internet communication tools is a plus
- Direct experience and responsibilities in a "brick-and-mortar" community is a plus
- A relentless work ethic and a desire to go the extra mile
PROFILE
- You love helping people and find it rewarding to solve people's problems. Then you love to proactively use that experience to make the whole service better;
- You like working hard and thrive on the excitement of a goal oriented team;
- You are an independent, creative self-starter who loves running with things while keeping everyone inside and outside the company in the loop;
- You love to write and enjoy sharing your ideas with others;
- You spend a lot of time online and stay up-do-date on new, fun things out there for web savvy users as well as regular people;
- You enjoy learning and are curious!