Customer Content and Community Evangelist, Visier
$80-110k
+ Bonus
More information about location
People analytics & workforce planning software
Open for applications
People analytics & workforce planning software
501-1000 employees
Open for applications
$80-110k
+ Bonus
More information about location
501-1000 employees
Company mission
To reveal the human truth that helps businesses and employees win together through its cloud-based platform for HR and people analytics.
Role
Who you are
- 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 the job involves
- 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
- 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
Our take
Gaining insights into workforces through people data is invaluable to businesses, allowing them to understand how to retain their hardest-working staff members, benchmark worker performance against competitors, and enable the growth of leaders within the organisation. While HR departments have access to some productivity tools that utilize people analytics, their fragmented and antiquated nature demands a more unified and future-proof solution.
Visier provides an all-in-one cloud-based people analytics platform for businesses, aiming to drive staff retention programs, maximize recruitment outcomes, arm leaders with workforce insights, and ultimately connect business outcomes to the people involved. The platform achieves this through a variety of integrative tools such as performance benchmarking, smart workforce questionnaires, data management automation, and people-powered insights.
Despite the fact that the company faces competition from other people-data solutions, Visier continues to stand out by this unified approach. The company has existing partnerships with EA, Uber, and NCI too, demonstrating success in improving leadership through people analytics, reducing labour costs, and increasing staff retention. In contrast to much of the broader tech sector, the company has grown consistently and accelerated its geographic expansion, a testament to its product's value to businesses.
Kirsty
Company Specialist at Welcome to the Jungle
Insights
-9% employee growth in 12 months
Company
Funding (last 2 of 6 rounds)
Jun 2021
$125m
SERIES E
Apr 2020
$45m
SERIES D
Total funding: $261.5m
Company HQ
Downtown Vancouver, Vancouver, BC
Leadership
Ryan Wong
(Co-Founder, CEO & President)Chief Architect & Director of Engineering for Crystal Decisions. Was also Vice President of Engineering for SAP from 2003 to 2008.
John Schwarz
(Co-Founder & Chairman of the Board)GM of Industry Solutions for IBM from 1974 to 2000. Was also President and COO of Symantec, and Business Objects CEO and Executive Board Member of SAP.
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