Community Manager

United States
Posted 1 week ago

Job Title: Community Manager
Location: United States (Remote)
Experience: 2+ years of Community Management experience

 

OnDemand’s customer engagement platform transforms customer service by unlocking a company’s most extraordinary untapped asset—the knowledge and passion of its power users. World-class organizations like Airbnb, Autodesk, LinkedIn, Microsoft, and SAP use OnDemand to connect their customers with their expert users, enabling real-time and automated conversations that deliver an exceptional customer experience with superior economics.

The Directly OnDemand business was recently acquired by CSS Corp creating even more opportunities for growth and an expanding customer base.  Read more about the acquisition in this press release: https://www.csscorp.com/all-press-release/css-corp-acquires-san-francisco-based-directlys-ondemand-business/

 

OnDemand has an opportunity for a talented Community Manager to join our Account Delivery team. This individual will focus on fostering community within individual networks rooted with Subject Matter Experts (SME). Their goal is to support and motivate experts to maximize resolution, customer satisfaction, and answer accuracy.

As a Community Manager, you will elevate the voice of the Experts and act as their advocate. You will work cross-functionally to support a strong Community that delivers support customers love!

 

Responsibilities:

  • Cultivation of community across individual networks on the platform
  • Development of Subject Matter Expert (SME) program by network
  • Align on KPI achievement set forth by CSM
  • Quarterly communication of network goals to the Community
  • Creation of SME program by network
    • Education management and creation at scale
    • Enhanced moderation around answer accuracy at scale
    • Soft skill quality assurance at scale
  • Development of insights from data analysis, SME feedback, and Community in a comprehensive weekly report
  • Delivery of network specific education and regular knowledge base maintenance
  • Partner with CSM to provide insight for our clients

 

Qualifications:

  • 2+ years of Community Management experience
  • Strong presentation skills
  • Ability to make data-driven decisions
  • Passion for creative problem solving
  • Champion crowd-sourced feedback to deliver strong results
  • Strong attention to detail and ability to manage multiple tasks and projects

 

Bonus:

  • Community recruiting experience
  • Client-facing experience

Job Features

Job CategoryCSS OnDemand
Job Level1 - 5 Years
Experience2 - 5

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