Job Summary

The BlackLine Community is the online one-stop shop exclusively for customers to learn, maximize, and get the help they need for BlackLine’s entire product and solutions suite. BlackLine is seeking a dynamic relationship builder to play a key role on our Community team as the Community Engagement Coordinator. The right candidate will have a track record of working with global communities, be a strong advocate for the BlackLine Community, and be passionate and creative about increasing customer participation. The Community Engagement Coordinator will create experiences that foster a strong sense of ownership of and belonging to the Community, build brand loyalty, and boost customer confidence as related to product usage. The Community Engagement Coordinator will contribute to the growth of the BlackLine Community by creating connections, facilitating programming and projects, and engaging virtually. This role requires heavy cross-functional collaboration to support the overall Community and Customer Team goals.

Roles and Responsibility

• Develop and administer new strategic, structured programming to increase general customer and ‘power user’ participation and adoption in the BlackLine Community
• Educate and empower internal teams to increase Community usage, literacy, and fluency, and to position internal teams to effectively evangelize the BlackLine Community to our customer base
• Manage and optimize existing on- and off-platform rewards, recognition, and gamification programs within the Community that enhance the daily user experience and encourage client participation
• Prepare and create Community content and features using the Salesforce Communities platform, such as pages, updates, features, articles, etc. to support and foster community building
• Engage in BlackLine Community forum and customer groups as a face of the BlackLine Community team
• Work with Community Operations Analyst to analyze relevant program data and develop metrics that measure and predict customer engagement and adoption, insights, and best practices
• Moderate and review both internal and user-generated content for Community distribution as it pertains to program objectives
• Assist Community team with troubleshooting, researching, and resolving customer, partner, and internal inquiries in the BlackLine Community mailbox as needed
• Perform other duties as assigned

Required Qualifications

Years of Experience in Related Field: Minimum two years of experience in one of the following areas: online communications, 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 online community building and Microsoft Office

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, Influitive, Vidyard, Camtasia, JIRA

Working Conditions

Majority of work is sedentary in nature.

Willing to work across global teams in multiple time zones outside regular business hours when needed