Customer Community Manager
Quantum Metric
Quantum Metric is paving the way for Continuous Product Design, which is a cross-team approach to building better digital products faster. The result: Teams agree on priorities, build products customers love, and innovate with speed and confidence.
Our Culture
Our number one goal at QM is happy people, happy culture. In addition, we are obsessed with helping businesses deliver better digital products and experiences. We encourage creative problem solving, rapid innovation and bold goal-setting. Our relatively flat organization structure keeps everyone informed and enables people to get involved in solving the problems they care about most. We are a close-knit team moving fast to deliver value to our customers and continue pushing the envelope as we develop new products.
About The Role
This role will reside in our Customer Success team in Customer Enablement. In this role, you will help build, lead, and manage our customer community. You are the inside eyes and ears for our growing customer and partner base! You'll work on understanding and maintaining customer-facing knowledge content for small and large-scale initiatives that may be found across our onboarding programs, product launches, internal processes, and more, in order to leverage these resources for the customer community. You will consolidate and clean up assets—prioritized on customer data driven insights—towards the goal of identifying and closing gaps in our customer-facing content. You will work closely with Support, our field teams, as well as Product and Marketing.
Responsibilities
The Customer Community Manager (CCM) is accountable for customer adoption, growth, and retention of our customers in our Community. The CCM takes ownership of the community relationship from the on-boarding process and engages regularly to provide customized support and recommendations while maintaining our content to showcase our diverse customer base wins with Quantum Metric technology and foster peer-to-peer learning.
Goal
This role will help drive customers to more effective self-service for level one questions, and empower us all by increasing the effective use and adoption of the Quantum Metric platform.
Specific Objective
To create a safe space for peer to peer interaction, not just support cases, but share ideas and best practices. Community + Knowledge Center supports continuous learning connected to your Quantum Metric platform.
The CCM's Performance is based on
- Content accuracy
- Customer engagement
- Overall satisfaction
- Quantum Metric platform adoption of our customers through the community
What You Will Do
- Manage the overall relationship for customers in the community with a focus on adoption, satisfaction, and retention
- Oversee daily interactions of the community to deliver an exceptional, repeatable, customer experience (Leave no question behind ✍️)
- Connect with community stakeholders on a regular basis, understand their priorities, and help our teams identify where Quantum Metric can enable them to effectively execute their digital strategy
- Inform the assigned Account Manager for every customer in the community on issues and progress of their customers
- Understand our Support and field teams—Customer Success, Partners, and Sales—feedback/best practices to relate to customers in the community #oneteam
- Understand and maintain learning content solutions that tie business needs to successful outcomes for our customers
- Maintain online learning & knowledge content using different mediums including videos, graphics, slide decks, online authoring tools, and assessments
- Create community posts to showcase customer use cases.
- Work with Marketing and field teams to ensure these anonymized use case findings are current for the industry verticals of our customers (travel, retail, financial services, etc.)
- Establish and maintain expert-level knowledge of product capabilities & configuration options to leverage the Quantum Metric platform (we’ll help you learn it, but you have to be able to write|talk about it…)
Requirements
- Demonstrate integrity at every interaction to uphold our valued company culture
- Empathetic to customer concerns and passionate about empowering customers to succeed
- Persist to find the right solution for every customer
- Online Community leadership experience
- Socially intelligent and able to connect with a diverse audience: senior leaders, middle managers, and individual contributors, both technical and non-technical
- Experience with Salesforce Community, Salesforce Knowledge
- Experience working within knowledge management systems (WorkRamp is our Learning Management System)
- Experience with authoring tools and multimedia, interactive product tutorials is a plus! (SnagIt, G Suite, IORAD—is our combination today)
- Experience working with Salesforce Service and Atlassian Jira and Confluence is a plus (this is how we intake tasks)
- Interest in eCommerce, web technologies, digital analytics, and best practices for UX/UI. Familiarity with HTML, CSS, and JavaScript is an advantage
- Familiarity with Customer Success or Support positions, with a desire to be in a customer-facing role
- Familiarity with digital analytics solutions such as Adobe Analytics, Google Analytics, Heap, Tealeaf, Optimizely, Adobe Target is a plus!
- Ability to work effectively on global and virtual teams and accommodate reasonable time differences
- Travel up to 10% to visit partner/customer locations and for User Groups/Conferences if requested
Perks, Benefits, and Compensation
- This will be the best group that you ever work with! We support one another through challenges and win as a team. Your hard work will be well rewarded. Most importantly, you'll be strapped to a technology rocket ship bound for greatness! Your success at Quantum Metric will be a milestone in your career.
- Group benefits
- Medical, Dental, Vision Insurance (99% Medical base plan paid by the Company)
- Employee Assistance Programs (EAP)
- Telehealth options
- Voluntary Life & AD&D, STD, LTD
- Healthy Rewards – Discount Programs
- 401k and Options / Equity
- Time off (Paid Vacation, Sick, Holidays)
- 11 company holidays
- 3 weeks (120 hours) accrued vacation
- Sick leave (according to state mandated allocation)
- Parental/Adoption Leave
- Promotional Opportunities
- Rewards and Recognitions programs
- One-time stipend for work at home employees
- Flexible work environments
- Employee Discount Program (Perks at Work)
- Employee Referral Program
- Lead Referral Program
- Latest MacBook Pro and awesome swag delivered to your door
- Supportive and collaborative culture
- Compensation: $55-65,000
About Quantum Metric
Our mission is to help brands deliver standout digital experiences for their customers. Enterprises are using Quantum Metric to build customer-centric digital products that drive revenue and foster brand loyalty. In 2020, Quantum Metric was ranked 124 in the Inc 5000, a list of America's fastest-growing private companies.
Since our founding in 2015, we’ve been serving Fortune 500 customers across e-commerce, travel and hospitality, financial services and insurance, and telecommunications. The typical Quantum Metric customer achieves a full investment payback within three months of beginning to use our real-time digital intelligence platform and, on average, a 376% ROI over three years.
In January of 2021, Quantum Metric secured its place as the first tech unicorn of the year with an above $1 billion valuation and a $200 million Series B funding round, and we are using those funds to accelerate our product and people growth. If your background matches the above role and you’re interested in joining a team of people with exceptional potential from diverse backgrounds, perspectives, and life experiences, we want to hear from you.
The job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee. Quantum Metric reserves the right to change, edit, and add duties and responsibilities of all job descriptions at any time, at its sole discretion, and to notify the respective employee accordingly.
Quantum Metric is an E-Verify employer.
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