Community Analyst
It's fun to work in a company where people truly believe in what they're doing. At Blackline, we're committed to bringing passion and customer focus to the business of enterprise applications.
The Customer Experience team sets a vision and delivers significant initiatives focused around increasing our customer's overall experience with Blackline. This team focuses heavily on cross-organizational coordination that is backed with a foundation on data driven insights. Ultimately, all our initiatives are related to building capabilities, assets and tools to better serve our customers. The team is currently focused on –
- Developing a bottom-up Customer Experience program with top-down alignment and support
- Instituting a governance structure to support cross-organizational collaboration
- Ownership of developing the first Voice of the Customer research and analysis
- Roadmap development and increase in engagement of new Customer Community platform
To effectively serve our customers, we are looking for a motivated individual to manage the day to day operations of the Customer Community. In this role, you will be responsible for handling any incoming customer / partner support inquiries on the Blackline community platform, driving customer engagement by adhering to a defined SLA, and assisting in driving product adoption based on customer analytics and feedback.
Responsibilities:
- Serve as the primary support to the Community Manager in executing daily operational activities such as monitoring community mailbox, running engagement reports and analysis, answering customer questions, etc.
- Monitor BlackLine's Customer Community daily to ensure brand reputation
- Engage in community forums and be responsible to address both positive and negative commentary according to BlackLine's guidelines
- Respond to incoming queries on customer community and coordinate with internal teams to ensure closure of queries while maintaining healthy turn-around times
- Coordinate with customer, asking the right questions to accurately determine the nature of the inquiry and analyze solutions
- Troubleshoot customer problems and questions
- Use available knowledge & resources to provide possible solutions to customer inquires
- Provide end-user support for issues entered into issue tracking systems
- Continuously improve by capturing and analyzing appropriate social data/metrics, insights and best practices, and sharing information with management
- Prepare and develop social content to support and enhance the organization's brand and operations
- Moderate all user-generated content in line with the moderation policy
- Act in accordance with best practices in Information Security and business process integrity
- Apply strong problem-solving skills
- Adaptable, open to change and able to work in ambiguous situations and respond to new information or unexpected circumstances
- Uphold company mission and values through accountability, innovation, integrity, quality, and teamwork
Qualifications:
- 3+ years prior experience in a technical support position and/or customer success
- Experience with Blackline highly preferred
- 2+ years prior experience in similar social media role preferred
- Ability to analyze a problem and direct appropriate course of action
- Professional attitude and desire to resolve issues with patience and understanding
- Excellent interpersonal and communication skills
- Ability and willingness to take ownership of work activities and ensure that they are done in a timely, accurate and efficient manner
- Ability and willingness to recognize assignments or tasks that need to be completed, to seek out additional assignments or tasks and to help others
- Ability to persevere in difficult situations, overcome obstacles, and reach high levels of performance when faced with stressful work situations and time pressures
- Ability and willingness to learn new software applications
- Strong business intuition and organizational ability
- College degree preferred but not required
- Any experience with business systems such as SAP, Oracle, PeopleSoft, Hyperion, etc. would be a plus