Senior Community Specialist
Core
Build a unified, best-in-class customer community experience across ServiceTitan, Aspire, and FieldRoutes portfolios and execute the Employee Advocacy program company-wide.
Role type
Senior Community Specialist (multi-brand)
Builds
Customer community groups and Employee Advocacy program
Domain
SaaS / Trades services
Deliverable
product features
Required skills
Community management, content calendar management, cross-functional collaboration, data analysis, stakeholder management, employee advocacy program execution, community guidelines enforcement, trend monitoring, process improvement
Preferred skills
Gainsight, Salesforce, Tableau
Responsibilities
Own content calendars for customer community groups, source and develop content across communities, monitor and route escalations, identify gaps between siloed efforts, track customer issues and communicate to internal teams, build brand personality through communication, monitor online conversations for trends and risks, collaborate with stakeholders to resolve issues, capture and analyze insights for internal stakeholders, improve internal processes, leverage analytics tools to align activity with goals, maintain product and industry knowledge, apply and recommend updates to community guidelines, manage day-to-day execution of Employee Advocacy program, partner with stakeholders to grow employee participation, analyze engagement data and employee feedback
Seniority
Senior, hands-on IC