Associate Community Success Specialist



Job Title: Associate Community Success Specialist

Department & Team: Genesys University, Technical Strategy and Innovation

Reports to: Online Community Manager

Location: Durham, North Carolina




Summary:

Genesys' online community team is looking for an Associate Community Success Specialist to engage with our community's users and foster their continued participation. This is a great opportunity if you are an innovative social media contributor, an experienced customer support or success representative, or a detail-oriented content manager and looking to exercise your skills and advance your interests. The relationships and content that you build and oversee in your role will feed the strategic direction of the community as it grows to encompass evolving topics, fresh engagement methods, and new user groups.

Daily activities will vary and may include helping users connect with peers and/or experts to find collaborators for their community discussions, verifying that content is posted and tagged accordingly, writing engaging email templates or community announcements, reviewing activity reports, assisting with video production, explaining community principles and practices to colleagues, and thinking creatively about new community features and engagement methods (like content, badges, and contests). #LI-AP1

Responsibilities:

  • Write engaging email messages, discussion replies, or community announcements
  • Work with teams to moderate content
  • Mentor community sponsors with community growth/participation training
  • Review community activity and creating engagement reports
  • Recognize the communities' various power users
  • Think creatively about new community content and features (like badges, contests, etc.)
  • Engage with community users and colleagues to encourage and promote excellent content
  • Contribute to the community's strategy and vision
  • Assist in community member management and recruitment
  • Assist in reporting on community health and activity metrics
  • Assist in designing panels for contests and announcements
  • Other communication and content development


Required Qualifications:
  • 1-3 years' experience in some form of communication, editorial, marketing, or education capacity, preferably related to software/technology
  • Experience managing and growing Social Media accounts or Website traffic
  • Exceptional communication skills
  • Creative, friendly, and fun team player
  • Understand good Web user experience
  • Love helping people and solving problems
  • Propensity to self-motivate and get stuff done
  • Excellent organizational skills and extremely resourceful
  • Previous online community moderator or management experience a plus
  • Graphic Design experience a plus
  • Reporting (Salesforce, Google Analytics, Excel, etc.) experience a plus
  • Video production experience a plus
  • Experience working across functional groups and departments to achieve common goals
  • Quick to learn new tech
  • Experience working in agile, iterative environments
  • Experience giving presentations


About Us:

Genesys ® powers more than 25 billion of the world's best customer experiences each year. We put the customer at the center of everything we do and passionately believe that great customer engagement drives great business outcomes. More than 10,000 companies in more than 100 countries trust the industry's #1 customer experience platform to orchestrate omnichannel customer journeys that eliminate silos and build lasting relationships. With a strong track record of innovation and a never-ending desire to be first, Genesys is the only company recognized by top industry analysts as a leader in both cloud and on-premise customer engagement solutions. Connect with Genesys via www.genesys.com , Twitter , Facebook , YouTube , LinkedIn , and the Genesys blog .

Genesys is an equal opportunity employer committed to diversity in the workplace. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, disability, veteran status, and other protected characteristics. #LI-AP1


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