Solarwinds Inc. Community Manager in Durham, NC, North Carolina

Opportunity Details:

Overview:

SolarWinds MSP is the world’s leading SaaS based software developer for IT Service Management Platforms. We develop and operate a set of global SaaS solutions including; Remote Monitoring and Management systems, Managed Security solutions, Data Backup, and eMail security. Our platform is available 24*7 and services thousands of customers worldwide.

Our continued success in the market has created the need for a Community Manager to support our world-wide marketing organization.

Responsibilities:

  • Be the primary responder on all SolarWinds MSP-owned social groups and forums

  • Monitor SolarWinds MSP-owned social groups and forums for customer requests, questions, and issues

  • Monitor outside forums (i.e., Reddit, Spiceworks) for mentions of SolarWinds MSP as well as existing customer requests, questions, and issues

  • Research answers and/or secure responses from subject matter experts

  • Respond to posts on both owned and outside groups and forums

  • Create response procedures for both owned and outside groups and forums

  • Create response matrix for both owned and outside groups and forums

  • Create escalation process and escalate customer requests, questions, and issues as necessary

  • Follow up on all posts and information requests, ensuring they get responses within 48 hours

  • Maintain records and statistics of all posts per group/forum and all responses

  • Report on question/request/issue trends and topics

  • Assist in spotting potential crises based on customer and outside post monitoring

  • Be a primary responder in any communications crises

  • Review and respond to online technical product review

Qualifications:

  • 3-5+ years of customer service experience

  • Digitally savvy, strong familiarity with online discussion forums and groups

Nice-to-haves:

  • 2+ years of online community management experience

  • 2+ years of customer retention experience

SolarWinds is an Equal Employment Opportunity Employer. SolarWinds will consider all qualified applicants for employment without regard to race, color, religion, sex, age, national origin, sexual orientation, gender identity, marital status, disability, veteran status or any other characteristic protected by law.

Job ID 2017-9561

# Positions 1

Location US-NC-Durham, NC

Category Marketing

Position Type Permanent