Customer Content and Community Evangelist

As a Customer Content and Community Evangelist, you will drive the engagement of our customers with Visier's online community and digital resources. This is an opportunity to bring social media savvy to issues of product adoption, customer retention, and customer advocacy. It's also a way to help improve our support experience and aid customers in unlocking the value of Visier's software and services. You'll develop content strategies, member onboarding programs, and peer-to-peer assistance channels that empower customers to discover advanced features and DIY solutions independently. You will curate content and online experiences that inspire our customers. You'll transform support case insights into self-service resources, working cross-functionally with knowledge management and technical support teams to create seamless escalation paths through ServiceNow integration. This is your opportunity to make a measurable difference in customer success and contribute significantly to the organization.

What You'll Be Doing…

• Community Management:
  • Iterate on and execute the community engagement strategy.
  • Build an online community - as the functional and technical owner.
  • Monitor and moderate online forums.
  • Engage with SMEs and customers to respond to posts.
  • Organize and host virtual community events, including AMAs.
  • Foster a positive and inclusive community environment.
  • Understand and leverage ServiceNow integration to demonstrate the impact of our community investments on support and customer engagement/retention.
• Customer Communications:
  • Cultivate a strong link between customer insights and product development by channeling community feature requests and product feedback effectively.
  • Create customer communications, including newsletters, product updates, and support-driven content that highlights community solutions and best practices.
• Content Curation & Creation:
  • Curate and create engaging content for community discussions and DIY solution guides that enable self-service.
  • Develop multimedia content including video tutorials and how-to guides for common DIY solutions.
  • Collaborate with marketing to align community content with brand messaging.
  • Analyze content performance and adapt strategies accordingly.
  • Transform common support cases, ticket insights, and customer success manager insights into community knowledge articles, discussion starters, and self-service resources.
• Feedback and Reporting:
  • Gather and report community feedback to relevant departments.
  • Provide reports that facilitate tracking and reporting of ticket deflection rates, support cost savings, resolution time improvements, and community ROI metrics.
  • Monitor customer satisfaction for community-assisted resolutions and retention rates among active community members.
• Project Management
  • Define project schedules and manage multiple projects simultaneously.
  • Leverage effective time management practices, including time tracking and project plans.
  • Collaborate cross-functionally to drive continuous improvement within our technology, tools, processes, and our products.
  • Support key business initiatives as required.

What You'll Bring to the Table…

• Bachelor's degree in Communications, Marketing, Business, or related field.
• 3 years of experience communicating directly with customers.
• 5 years of experience in a customer marketing or customer community role.
• Excellent verbal and written communication skills.
• An entrepreneurial mindset with a fail-fast mentality.
• Strategic and critical thinking.
• Data-driven approach to decision making.
• Strong interpersonal skills and the ability to create a rapport with customers and community members.
• Highly organized with excellent time-management skills.
• Experience identifying and translating technical support challenges into self-service knowledge resources.
• Experience with Gainsight, ServiceNow, Discourse, or other community platforms preferred.
• Experience curating and organizing technical knowledge bases or documentation systems.
• Experience in the SaaS industry, preferred.

What do we value...

• You roll up your sleeves
• You make it easy
• You are proud
• You never stop learning
• You play to win

How we work & what we offer...

• Fixed hybrid work model: 3 days a week in office (Tuesday, Wednesday, Thursday), if located in Vancouver.
• Modern, pet-friendly downtown office spaces with collaborative areas and an on-site gym, if located in Vancouver.
• Annual company All Hands in Vancouver, our entire organization travels to our Vancouver HQ for a week of team building, learning and breakout sessions.
• Competitive salary, and top-tier health and wellness benefits.
• Stock options and/or bonus based on your role, location, and employment type.
• Generous paid time off, including volunteering days and extra days over the December holidays.

The base pay range for this position in the $80,000-$110,000/year bonus

Benefits and working arrangements may vary depending on your seniority, location and employment type. The compensation offered will be determined by factors such as relevant qualifications, experience, knowledge and skills. Many of our positions are eligible for additional types of compensation (e.g., commission plans, bonus, etc.) which our Talent Acquisition team will share with you if you interview for the role.