Senior Community Specialist

Overview

Senior Community Specialist who helps build and run ServiceTitan, Aspire and FieldRoutes customer community groups and supports the company-wide Employee Advocacy program, working alongside the Manager, Customer Community.

What you'll do

• Own the content calendars for customer community groups, executing and adapting the team's overall strategy for each brand and developing content across all customer communities.
• Monitor and route escalations across customer communities and other social channels, prioritizing by severity and cross-functional impact.
• Identify and close gaps between previously siloed community efforts, sharing learnings, playbooks and best practices across brands.
• Diligently track customer questions, issues and recommendations across brands and communicate them to the appropriate teams.
• Build brand personality and customer trust through regular one- and two-way communication across community platforms.
• Monitor relevant online conversations among trade services professionals to identify key topics, trends and risks across the portfolio.
• Proactively collaborate with stakeholders across the organization to resolve customer issues in a timely manner and escalate as needed.
• Capture and analyze insights and learnings, and regularly share them with internal stakeholders to drive awareness and action.
• Continuously improve internal processes to contribute to a first-class, consistent customer experience across brands.
• Leverage monitoring and analytics tools to align community activity with company goals.
• Maintain a high level of product and industry knowledge across the brands.
• Apply community guidelines and recommend updates to leadership as community dynamics evolve.
• Manage the day-to-day execution, content sourcing and employee enablement of the Employee Advocacy program end-to-end, pulling performance data on a regular cadence.
• Partner with internal stakeholders to grow employee participation and turn employees into authentic brand ambassadors.
• Analyze engagement data and employee feedback to surface insights and shape ongoing refinements to the program, in alignment with the Manager, Customer Community.

What you'll need

• 5+ years of experience in social media, community management, customer service, support, or marketing.
• Demonstrated ability to operate across multiple brands, products or audiences without losing attention to nuance.
• Experience running or contributing to an employee advocacy or ambassador-style program.
• Familiarity with community platforms, page and group management, and content calendar management.
• Familiarity with Salesforce and Tableau.
• Ability to build networks and develop genuine relationships and partnerships across teams and brands.
• Ability to empathize with exceptional listening skills.
• Strong communication skills, including stirring up great conversation, fostering engagement and interaction, and listening.
• Data-driven mindset with the ability to collect, synthesize and act on community and social data to inform strategy and prove impact.
• Comfortable building and presenting regular reporting on engagement, sentiment and program performance to leadership.
• Flexibility to wear multiple hats, with no job too small or too large.
• Passion for working in an entrepreneurial, fast-paced and evolving environment.

Nice to have

• Experience with Gainsight.

Details

• Location: US Remote.
• Compensation: Zone 1 (CA, CT, DC, MD, MA, NJ, NY, VA, WA) $92,600 - $139,000 USD; Zone 2 (all other US locations) $86,600 - $129,800 USD. Total compensation also includes an annual bonus, equity and benefits.