Location: Mountain View, CA or Remote
Type: New position, FTE
This position reports to the VP of Customer Satisfaction and is part of our Customer Support Organization

The successful applicant will be instrumental in building the community and supporting our users  in respect to posted issues on multiple forums.

The candidate will have at least 2 years expertise in the application of social media as well as being able to demonstrate excellent written and oral skills. They will be responsible for creating community collaboration initiatives as well as delivering best practice. We are looking for a self-motivated, passionate and confident professional to join our team. Above all you must be a people person comfortable with communicating with people at the most senior level.

Responsibilities:

• Develop a cohesive program to grow and sustain a thriving online community. 
• Manage and actively participate in media formats including Forums, Blogs, Twitter Feeds, and others as required. 
• You will be expected to write a monthly support blog which will focus on the main issues that we face to educate the users with suggestions and work-arounds.  
• The community support manager will be responsible for recommending a new forum tools if the need arises and also provide the pulse of the community back to the key teams on a weekly basis, keep abreast of new features and ensure this is communicated to the forum community.
• 20% of the role will be providing responses to customer issues via the Evernote ticketing tool to keep abreast with product issues facing the customer
• Develop the online experience, including improving functionality and customer journey.
• Identify and evaluate opportunities to increase customer retention and satisfaction
• Directly responsible for raising customer awareness in-line with our corporate goals.
• Communicate with internal departments to effectively manage external customer correspondence.
• Effectively articulate complex information to a variety of technical and non-technical users
• Proactively escalate issues, observations, opportunities, and insights.
• Administer various volunteer programs, such as forum moderators, and recruit new and active members.
• Learn and understand current technical problems.
• Establish metrics & reports on the online community.

Minimum Qualifications:

• An interest in, knowledge and understanding of current and upcoming technology as it relates to cloud computing and social media.
• 2 years minimum experience working a relevant field
• People oriented
• Self-starter
• Excellent communication skills
   

Preferred Qualifications:

• 4 Year Degree
• Proven track record building an online community from scratch

• Twitter
• Facebook