Community & Social Media Specialist

We’re looking for a friendly, eager-to-learn Community & Social Media Specialist to join our Marketing team. Your mission is to grow our followers, engage and retain them, and help convert them into leads, customers, and active fans and promoters of our company. You should have command of best practices and trends in social media marketing, enjoy being creative, and understand how to both build and convert a digital audience.
What is the structure of this job?

This is a full-time, exempt role. Because of the possibility of first-responder responsibilities that are attendant with this position, it is possible that you may be called upon to perform emergency-response duties and event/live broadcasting at times outside of our traditional business hours. 

There is an opportunity for some remote work down the line on an ad hoc basis, but the option to work remotely full time is not an option - we love collaborating in-person and building our team culture face to face!
What would you do for us?

Primary Responsibilities

• Identify opportunities, industry best practices, and overall process improvement for Community management and Social Media. 
• Develop community and social media playbooks
• Build and manage the company’s social media profiles and presence, including Facebook, Twitter, LinkedIn, Instagram and Pinterest, and potentially additional channels 
• Content creation - Create posts with shareable content appropriate for specific networks to both spread our brand and our content and links.
• Listen and engage in relevant social discussion about our company, competitors, and/or industry, both from existing customers and leads and from brand new audiences that don’t yet know us.
• Run regular social promotions and campaigns and track their success, ranging from Twitter chats to LinkedIn conversations, as well as the content and links posted through these and other channels.
• Drive consistent, relevant traffic and leads from our social network presence.
• Explore new ways to engage and new social networks to reach our target buyers
• Determine social media presence for top tier events and execute flawlessly

Secondary Responsibilities

• Maintain and optimize the operating procedures for planned and unplanned maintenance announcements
• Crisis Management (External)
• FaceBook moderation and discussions
• UserVoice moderation and discussions
• SP Forums moderation and discussions
• Capterra reviews and customer communication (& ticket handling)
• TrustPilot reviews and customer communication (& ticket handling)
• Relationship Fostering and Advocate Outreach
• Top RAF Outreach

Our intention is to have you performing these primary responsibilities for more than 50% of your time. If you find yourself performing secondary responsibilities for 50% of your time or more, it’s your responsibility to speak with your manager.

Must-Haves:

• Previous experience with managing, developing and moderating customer communities through forums, blogs, and social media
• Experimental personality, and can quickly make edits to knowledge base articles or add new articles on the fly
• Upbeat, fun, and confident, and can pitch in on-camera in some of our live online customer classes
• Tech savvy and comfortable with web apps - Slack, Messenger, Zendesk, Google Docs, and the like help run our business. You should be able to use them with ease and be sharp enough to troubleshoot any issues you have.
• Big plus if you have past experience working with Zendesk Communities or in start-up environments
• Real big plus if you have past experience blueprinting, building and launching community user forums
• Active and well-rounded personal presence on social media, with a command of each network and their best practices.
• Excellent communicator and creative thinker, with an ability to use both data and intuition to inform decisions.
• Proficiency in assorted social tools to segment accounts and engage accordingly. You will be our ear to the ground to route the appropriate marketer and/or customer success rep to social conversations.
• Bonus experience and skills include Adobe Creative Suite, demand generation marketing, inbound marketing, and blogging.

More About You:

• You’re highly empathetic and patient, and really love helping people
• You’re obsessive about creating an exceptional experience for each of our customers and prospects
• You have impeccable written and verbal communication skills, with an emphasis on casual, friendly, conversational tone
• You’re self-managing, self-starting, and self-motivating, and can organize in a multitasking environment and can adjust priorities on-the-fly. You have a sense of urgency to complete work efficiently and accurately