Community Specialist
Community Specialist
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Job Description
JOB SUMMARY:
The Community Specialist is a person who loves variety in their day from: moderating Community discussions and triaging social media questions and inquiries to helping us track and grow customer engagement. This role offers opportunities to create design and deliver customer facing materials that are delivered through the Brightspace Community to D2Ls global client base.
Our next Community Specialist takes tremendous pride in their work loves working collaboratively across multiple teams and fosters respectful open professional communication. A successful Community Specialist must have strong writing interpersonal project management and process implementation skills.
HOW WILL I MAKE AN IMPACT
Major Responsibilities:
- Monitor respond to and triage customer questions through various types of social media
- Identify key Community contributors (internally and externally) to develop Engagement Programs
- Leading project tasks to completion and according to defined timelines
- Use a variety of business tools to assess and propose data informed actions to support Community health and engagement
- Evaluate and contribute to design of customer journey map informed Community experiences
- Develop learning resources across a variety of Community managed spaces
WHAT YOULL BRING TO THE ROLE:
Competencies:
- Corporate Communications (Internal and External)
- Community Engagement
- Project Management
- Data Analysis
- User Experience Design
- Working Collaboratively
- Knowledge Management
Skills
- Corporate Communications:
- Ability to engage with internal and external stakeholders through verbal and written (professional and social) Video/Graphic communication
- Delivering Online and In Person Presentations
- Community Engagement:
- Customer Service
- Promotion/Participation in Online Events
- Identification of customers at risk/prospective customer spotlights
- Triaging customer needs gathering documentation and referring to Account Team members as needed
- Project Management
- Effectively manages and communicates time via tracked project phases
- Designing Project phases to support Community OKRs
- Executing on the delivery of Community Projects
- Data Analysis
- Use a variety of inputs to gather and synthesize data on key Customer & Internal Stakeholder Engagement Questions
- Design and facilitate User Experience Testing
- User Experience Design
- Connects with Customers and Colleagues across D2L to review Community Experiences designed by vertical and role to identify opportunities and improve upon navigation and interaction workflows
- Design and facilitate User Experience Testing
- Working Collaboratively
- Utilizes key data points across user management systems to identify opportunities to support customers connecting with their account team
- Ability to adapt and positively contribute to changing business needs
- Demonstrates initiative to identify gaps communicate impact and execute on process improvements
- Knowledge Management:
- Create and maintain Community/Learning Center/ Tweet related documentation and content
- Respond to and triage knowledge requests delivered to Community Inbox and Slack channels
Experience recommendations:
- Experience working as part of largescale project teams working with multiple stakeholders to drive completion of new and existing initiatives
- Experience with Community platforms and social media communications for a large organization
- Prior experience with course creation in Brightspace HTML CSS Salesforce Twitter are all assets
- 23 years prior experience in Customer Service capacity
Required Experience:
Unclear Seniority
Employment Type
Full Time
