Customer Experience & Community Manager

Company: Zinc by ServiceMax
Location: Pleasanton
Posted on: May 8, 2022

Job Description:

ServiceMax's mission is to help customers keep the world running with asset-centric field service management software. As the recognized leader in this space, ServiceMax's mobile apps and cloud-based software provide a complete view of assets to field service teams. By optimizing field service operations, customers across all industries can better manage the complexities of service, support faster growth and run more profitable, outcome-centric businesses. A career at ServiceMax means unleashing your potential to build, sell, implement and market award-winning products with a #wintogether and #customerobsessed approach. -From MRI machines to gym equipment, customers around the globe rely on ServiceMax's cloud-based software platform to keep these machines - and -the -world - running, -every single day. We pride ourselves in creating a culture that inspires our employees to be the best they can be in an inclusive and judgement-free environment. Our Commitment: ServiceMax is committed to providing a place of opportunity and growth for employees of all races, genders, and ages. We strive to build a team that better reflects the communities we live and work in. Join a team that is committed to equal representation in the workplace and fostering a community of education and action against racial, gender and social injustice. We welcome varying belief systems, philosophies, and lifestyles. As a part of our awesome Customer Marketing group, we are looking for an innovative go-getter to build interactive, educational, and collaborative programs to support our installed base and boost customer retention and lifetime value. This individual will run our customer experience feedback programs, manage, and grow our ServiceMax Community Kitchen, and add value for our amazing installed base. As a Community Manager, you'll support -our Customer Loyalty, Adoption, and Retention goals, centering the community platform as a key environment to centralize all resources our customers need to be successful in their deployments. We'd love someone with experience with the ServiceMax platform or a community manager who is adept online community moderation and management who can connect directly with ServiceMax Community Kitchen members to write and create content, add value quickly, and help connect experts. What You Will Do: Projects:

• Community Management
• Provide scalable support for the Account Management team via nurture activities in Community Kitchen
• Provide insight and nurture activities for net new customer contacts who are first engaging with our online resources or marketing events and campaigns
• Maintain a calendar of content to add value in the Community Kitchen
• Augmenting Account Manager support of top accounts - tracking community membership, highlighting engagement, & sharing navigation help
• Proactively help technical SMEs share their expertise and insights directly with customers (product, support and PS teams).
• Complete ServiceMax Community Kitchen moderation and maintenance tasks.
• Customer Experience
• Support Customer Engagement events and programs including user groups, online design times product betas, NPS and other surveys.
• Support an executive customer survey strategy to generate actionable feedback for AM team and and understanding the health of customers.
• Provide creative solutions and ideas sourced directly from our customer base, based on customer community engagement.
• Communications
• A proactive approach to making sure we are communicating with the right customer contacts with our sales and marketing initiatives
• Recruit new folks into our VIP Reference Program, adding value to customers who want to share their digital transformation stories and injecting the customer voice across marketing programs. What You Bring to ServiceMax:
  • 4-year college degree or equivalent experience
  • Great attitude and a team player
  • Creative mind and thoughtful approach to scalable customer engagement
  • Minimum 3-5 years of work experience required
  • Ideally either has the benefit of time working with ServiceMax or Salesforce or other related technology OR Experience in online B2B community management & moderation OR Experience providing support for internal and external audiences What ServiceMax Offers You:
    • Highly competitive wellness benefits including Medical, Dental, Vision, Life insurance
    • Flexible Time Off
    • 401(k) Retirement Savings Program
    • Professional development and training opportunities Our Hiring Process In compliance with applicable law, all persons hired will be required to verify identity and eligibility to work and to complete employment eligibility verification. We do not accept unsolicited headhunter and agency resumes and will not pay fees to any third-party agency or company that does not have a signed agreement with ServiceMax. ServiceMax is an equal opportunity employer. We eagerly seek applicants of diverse background and hire without regard to race, color, gender identity, religion, national origin, ancestry, citizenship, physical abilities (or disability), age, sexual orientation, veteran status, or any other characteristic protected by law.

Keywords: Zinc by ServiceMax, Pleasanton , Customer Experience & Community Manager, Executive , Pleasanton, California