Job Summary

BlackLine is seeking a data-savvy, self-starting, outstanding communicator to play a key role on our new Community team as the Community Operations Analyst. The right candidate will have exceptional analytical experience, be a strong advocate for the BlackLine Community, and be passionate about helping our customers. The Community Operations Analyst will ensure the team is effectively monitoring and improving the Community by enforcing and optimizing processes as well as managing metrics, reporting, and analytics of the Community. The Community Operations Analyst will also support the BlackLine Community and its members by creating content, facilitating projects, and engaging virtually, both via one-on-one and scalable methods. This role requires heavy cross-functional collaboration to support the overall Customer Team goals.

Roles and Responsibility

• Create and develop dashboards and reporting, regular progress and Community overview metrics, and data tracking practices in order to create data-driven recommendations for the Community strategy
• Serve as the primary assistant to the Community Manager in executing daily operational and tactical activities in the BlackLine Customer Community as well as providing content and project-level support upon request
• Troubleshoot, research, and resolve incoming customer inquiries for the Community using Salesforce Communities platform by leveraging available resources, documentation, and/or cross-departmental collaboration
• Manage and resolve incoming customer, partner, and internal inquiries in the BlackLine Community mailbox
• Prepare and create Community content and features using the Salesforce Communities platform, such as pages, updates, features, articles, etc. to support and enhance the BlackLine brand and promote BlackLine products, services, use cases, and best practices
• Monitor BlackLine's Customer Community daily to ensure brand reputation and content accuracy
• Engage in BlackLine Community forum and customer groups as a face of the BlackLine Community
• Lead platform application implementations in collaboration with internal Salesforce administrators and external partner vendors
• Manage and optimize programs (such as rewards, recognition, and gamification programs) within the Community that enhance the daily experience and encourage client participation and engagement,
• Build and deliver accurate analyses, reports, dashboards, and ad-hoc requests by capturing and analyzing relevant community platform data and metrics, insights and best practices, and sharing this information with management and leadership
• Moderate and review both internal and user-generated content for Community distribution
• Perform other duties as assigned

Required Qualifications

Years of Experience in Related Field: Minimum two years of experience in each of the following areas: data reporting and analytics, customer marketing, corporate social media management, community forum moderation, and online content publication.

Education: College degree preferred but not required; priority given to experience over education.

Technical/Specialized Knowledge, Skills, and Abilities:

• Enthusiasm and penchant for learning new cloud tools and applications
• Strong knowledge of website analytics, Word, Excel (pivot tables, charts) and PowerPoint

Other:

• Self-motivated, capable of working independently, able to run with a task with minimal guidance and direction
• Ability to work collaboratively, establishing excellent relationships across the organization
• 'Outside the box' thinker and doer who operates well without defined standard operating procedures
• Ability to prioritize and balance long-term projects and daily requests requiring quick turnaround
• Adaptable with the ability to work in ambiguous and unexpected situations
• Strong problem-solving skills to accurately analyze problems and pursue appropriate course of action to resolution
• Outstanding interpersonal and communication (written and verbal) skills, especially customer-facing, and ability to convey ideas and information effectively, clearly, and concisely
• Excellent grammar, spelling, and editing skills with a keen eye for detail
• Ability to recognize assignments, tasks, or projects that need to be completed and propose or seek out additional assignments, tasks, or projects to benefit overarching team goals
• Ability to understand how daily tactical assignments drive the overarching strategy
• Innovative and iterative mindset to propose new tasks or projects to support Community strategy
• Ability to effectively shift focus while maintaining high levels of performance and achieve tight deadlines
• Strong business intuition/acumen
• Strong planning and organizing skills
• Strong customer advocacy orientation

Preferred Qualifications

• Experience with or knowledge of BlackLine solutions
• Experience with content management publication systems
• Experience with Salesforce Communities, Google Analytics, Influitive, Smartsheet, Tableau, JIRA

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