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Customer Community Manager

Employer
Unily
Location
UK
Salary
Competitive
Closing date
23 Feb 2021

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Sector
Technology & New Media
Contract Type
Permanent
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Job Details

Job purpose

To be the team driving Unily Universe, supporting all clients with implementation and adoption of Unily functionality. Collectively, we know our product inside out and take a proactive role in making sure our customers are equally enthused and use Unily to lead to business change within their organisations.

In addition, the team own all social interactions on Unily Universe, ensuring help is provided and that content evolves in line with ongoing queries.

Main Responsibilities

Providing proactive customer support
  • Consult with customers on how to best take advantage of Unily functionality
  • Maintain the guides and training material to ensure its always current and follows the appropriate tone of voice
  • Contribute thought leadership articles and video content, alongside other Unily teams
  • Measure customer adoption and engagement leading to proactive communication to improve performance
  • Use the CRM system to keep up to date with customer activity, be aware of the which functionality customers are and aren't taking advantage of
  • Encourage client to client interaction
  • Become an expert in a specific aspect of the system and proactively contribute to content on that subject


Providing reactive customer support
  • Respond to social comments (including gathering additional information where needed), triaging queries to spot trends and flag to the wider team
  • Understand and work to Unily processes to ensure we are effectively managing expectations of our customers
  • Create content such as case studies or guides from the comments and trends taking place on Unily Universe
  • Review CSAT survey feedback and communicate follow up actions to the consulting, account management and Universe team
  • Be open to customer feedback and action or discuss with the team where appropriate


Internal engagement and support
  • Support other members of the team
  • Share information with your team and support others internally with anything related to Unily Universe
  • Proactively work with other internal departments to ultimately strengthen the customer experience our team provides
  • Keep sight of and work in-line with set team objectives and strategy


Knowledge, Skills, attributes and Experience Needed for the Job
  • Strong written communications skills, with customers, team and stakeholders, that maintain a consistent conversational tone of voice, appropriate for an online forum
  • Excellent attention to detail
  • Ability to build relationships with customers through an online platform
  • Ability to empathise, convey confidence and manage expectations
  • Proactive in working with others across the business and looking at our market to pre-empt content requirements
  • Experience in customer support and/or service
  • Knowledge of technology and, ideally, SaaS solutions
  • Ability to quickly develop excellent knowledge of the Unily product, that evolves in line with the product
  • You know when something is over your head and are not afraid to ask for help
  • A consultative mindset
  • Conscientious individual who can source answers to questions from across the business
  • Ability to work independently and as part of a team
  • Must be organised and able to prioritise, multi-task, work under pressure and to deadlines
  • Motivated, calm and show initiative
  • Friendly with a good sense of humour
  • Ideally, a basic understanding of HTML and javascript for troubleshooting


KPIs
  • Social comments responded to within 48 business hours
  • Encourage client sourced content, with 1 widget, interview or article added per quarter
  • Contribute 1 thought leadership article, pre-recorded video or webinar per quarter
  • Contribute 2 case study per quarter
  • Take part in 1 Unily event per quarter


Job Context and any other relevant information

Unily people are dynamic, smart and forward thinking, and are natural innovators with a passion for first class delivery and customer service. They are loyal and proud to be part of an industry leading SaaS provider.

This Job Description is intended to provide guidance on the range of duties associated with the role. It may be changed to reflect or anticipate changes or to undertake additional duties as required by the Leadership Team.
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