Positions

Community Analyst — 12269

Remote , USA

It's fun to work in a company where people truly believe in what they're doing. At Blackline, we're committed to bringing passion and customer focus to the business of enterprise applications.

 

The Customer Experience team sets a vision and delivers significant initiatives focused around increasing our customer’s overall experience with Blackline. This team focuses heavily on cross-organizational coordination that is backed with a foundation on data driven insights. Ultimately, all our initiatives are related to building capabilities, assets and tools to better serve our customers. The team is currently focused on –

  • Developing a bottom-up Customer Experience program with top-down alignment and support
  • Instituting a governance structure to support cross-organizational collaboration
  • Ownership of developing the first Voice of the Customer research and analysis
  • Roadmap development and increase in engagement of new Customer Community platform

 

To effectively serve our customers, we are looking for a motivated individual to manage the day to day operations of the Customer Community. In this role, you will be responsible for handling any incoming customer / partner support inquiries on the Blackline community platform, driving customer engagement by adhering to a defined SLA, and assisting in driving product adoption based on customer analytics and feedback.  

Responsibilities:

  • Serve as the primary support to the Community Manager in executing daily operational activities such as monitoring community mailbox, running engagement reports and analysis, answering customer questions, etc.
  • Monitor BlackLine’s Customer Community daily to ensure brand reputation
  • Engage in community forums and be responsible to address both positive and negative commentary according to BlackLine’s guidelines
  • Respond to incoming queries on customer community and coordinate with internal teams to ensure closure of queries while maintaining healthy turn-around times
  • Coordinate with customer, asking the right questions to accurately determine the nature of the inquiry and analyze solutions
  • Troubleshoot customer problems and questions
  • Use available knowledge & resources to provide possible solutions to customer inquires
  • Provide end-user support for issues entered into issue tracking systems
  • Continuously improve by capturing and analyzing appropriate social data/metrics, insights and best practices, and sharing information with management
  • Prepare and develop social content to support and enhance the organization's brand and operations
  • Moderate all user-generated content in line with the moderation policy
  • Act in accordance with best practices in Information Security and business process integrity
  • Apply strong problem-solving skills
  • Adaptable, open to change and able to work in ambiguous situations and respond to new information or unexpected circumstances
  • Uphold company mission and values through accountability, innovation, integrity, quality, and teamwork
Qualifications:
  • 3+ years prior experience in a technical support position and/or customer success
  • Experience with Blackline highly preferred
  • 2+ years prior experience in similar social media role preferred
  • Ability to analyze a problem and direct appropriate course of action
  • Professional attitude and desire to resolve issues with patience and understanding
  • Excellent interpersonal and communication skills
  • Ability and willingness to take ownership of work activities and ensure that they are done in a timely, accurate and efficient manner
  • Ability and willingness to recognize assignments or tasks that need to be completed, to seek out additional assignments or tasks and to help others
  • Ability to persevere in difficult situations, overcome obstacles, and reach high levels of performance when faced with stressful work situations and time pressures
  • Ability and willingness to learn new software applications
  • Strong business intuition and organizational ability
  • College degree preferred but not required
  • Any experience with business systems such as SAP, Oracle, PeopleSoft, Hyperion, etc. would be a plus
  • Ability to travel as needed 

Community Analyst — 12269 , Remote , USA

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