Job Description

Job Title- Customer advocacy Specialist 100% Remote B2B /Higher logic /customer support/customer engagement mandatory required ! The Higher logic customer support specialist /Online Community Manager will be responsible for managing customer advocacy online community. The customer advocacy community is a critical part in helping our customers achieve their business outcomes and serves as a conduit to customer advocacy program value. As previously noted, this role is part of our Customer Engagement team, driving customer engagement, acquisition, and retention. It will be an opportunity to implement proven community practices but still leave room for testing and refinement. You will serve as the face of the organization to our advocates engaging in the community and will develop strong relationships with our advocates - serving as a critical piece of the customer experience. The community manager will have the unique opportunity to be at the forefront of customer engagement hearing firsthand the voice of the customer. Responsibilities:

• Work the larger implementation project team to initially stand up the advocate community software platform (Higher Logic).
• Align the advocacy community member journey to the customer advocate journey to provide a cohesive experience that enables our customers to derive value from the advocacy program and drive increased advocate activity
• Design, recommend and implement engagement programs to help provide business outcomes for our internal stakeholders.
• Oversee and moderate peer-to-peer conversations within the community.
• Work closely with corporate and solutions marketing to provide valuable content to advocates to help drive customers\xe2\x80\x99 desired outcomes.
• Cultivate customer engagement through community activities.
• Continuously gather feedback to shape online community management practices and programs.
• Track and report on KPIs on a monthly, quarterly and annual basis to measure effectiveness of community. Adjust engagement tactics as needed to ensure community hits goals.
• Manage content (e.g. new pages, changes to navigation menus, new communities, user experience, etc.) via the Higher Logic CMS.

Required Qualifications:

• 3 \xe2\x80\x93 5 years of professional experience.
• High-level self-starter\xe2\x80\x94capable of maintaining constant motivation with little oversight\xe2\x80\x94with strong understanding of content management and community management best practices.
• Excellent communicator, both in verbal and written communications.
• Adept at showing empathy and developing positive relationships with all personality types.
• Understands the communication psychology that every email, phone call, letter and piece of content produced is significant.
• Creative by nature, facilitator of engaging, active and thriving online communities.
• Excellent customer service orientation and troubleshooting abilities.
• Data enthusiast able to derive insights from data and effectively communicate those insights.
• Able to multitask and meet time-sensitive goals.
• Working knowledge of HTML and CSS (ideal, but not required).

Job Types: Full-time, Contract Salary: From $50.00 per hour Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Flexible schedule
• Health insurance
• Paid time off
• Parental leave
• Referral program
• Vision insurance
• Work from home

Shift:

• Day shift

Weekly day range:

• Monday to Friday

Work setting:

• Remote

Experience:

• Customer Advocacy: 1 year (Preferred)
• higher logic: 1 year (Preferred)

Work Location: Remote

• Health insurance