Who you are

• Bachelor’s degree in Communications, Marketing, Business, or related field
• 3+ years of experience communicating directly with customers
• 5 years of experience in a customer marketing or customer community role
• Excellent verbal and written communication skills
• An entrepreneurial mindset with a fail-fast mentality
• Strategic and critical thinking
• Data-driven approach to decision making
• Strong interpersonal skills and the ability to create a rapport with customers and community members
• Highly organized with excellent time-management skills
• Experience identifying and translating technical support challenges into self-service knowledge resources
• Experience with Gainsight, ServiceNow, Discourse, or other community platforms preferred
• Experience curating and organizing technical knowledge bases or documentation systems
• Experience in the SaaS industry, preferred

What the job involves

• As a Customer Content and Community Evangelist, you will drive the engagement of our customers with Visier’s online community and digital resources
• This is an opportunity to bring social media savvy to issues of product adoption, customer retention, and customer advocacy
• It’s also a way to help improve our support experience and aid customers in unlocking the value of Visier’s software and services
• You'll develop content strategies, member onboarding programs, and peer-to-peer assistance channels that empower customers to discover advanced features and DIY solutions independently
• You will curate content and online experiences that inspire our customers
• You'll transform support case insights into self-service resources, working cross-functionally with knowledge management and technical support teams to create seamless escalation paths through ServiceNow integration
• This is your opportunity to make a measurable difference in customer success and contribute significantly to the organization
• Community Management:
• Iterate on and execute the community engagement strategy
• Build an online community - as the functional and technical owner
• Monitor and moderate online forums
• Engage with SMEs and customers to respond to posts
• Organize and host virtual community events, including AMAs
• Foster a positive and inclusive community environment
• Understand and leverage ServiceNow integration to demonstrate the impact of our community investments on support and customer engagement/retention
• Customer Communications:
• Cultivate a strong link between customer insights and product development by channeling community feature requests and product feedback effectively
• Create customer communications, including newsletters, product updates, and support-driven content that highlights community solutions and best practices
• Content Curation & Creation:
• Curate and create engaging content for community discussions and DIY solution guides that enable self-service
• Develop multimedia content including video tutorials and how-to guides for common DIY solutions
• Collaborate with marketing to align community content with brand messaging
• Analyze content performance and adapt strategies accordingly
• Transform common support cases, ticket insights, and customer success manager insights into community knowledge articles, discussion starters, and self-service resources
• Feedback and Reporting:
• Gather and report community feedback to relevant departments
• Provide reports that facilitate tracking and reporting of ticket deflection rates, support cost savings, resolution time improvements, and community ROI metrics
• Monitor customer satisfaction for community-assisted resolutions and retention rates among active community members
• Project Management
• Define project schedules and manage multiple projects simultaneously
• Leverage effective time management practices, including time tracking and project plans
• Collaborate cross-functionally to drive continuous improvement within our technology, tools, processes, and our products
• Support key business initiatives as required

Benefits

• We take mental health seriously
• Paid time off
• Self-care is not selfish
• Personal spending amount
• Financial support for home office upgrading
• Financial support for home internet and mobile phone costs
• Visier Gimes program for PTO
• Leadership and support training
• Career development & mentorship