Community Engagement Specialist

**Job Description**:
***Community Engagement Specialist**
**Â**:
Zendesk's Digital Customer Experience team is seeking a Community Engagement Specialist to drive relevant, authentic community engagement, with a focus on adoption, optimization, risk mitigation, and value realization in the Zendesk suite of tools.Â

Zendesk's Digital CX team is on a mission to enable our customers to realize value through relevant, high-quality digital experiences, built from the deep well of knowledge from Zendesk's community. Community Engagement Specialists support this effort by interacting with customers through virtual and online forums, including online discussions, live and recorded 1:Many webinar events, user-to-user programs, and incentivized engagement programs.

With experience, Community Engagement Specialists take on additional responsibilities managing specific programs within the team, such as a specific event series or certain user-to-user programs. This unique role will report to the Director of Digital Customer Experience and offers the opportunity to be a part of the team that sets the standard for best in class digital CX.Â

**What you'll do**:

- Research
- Develop a deep understanding of Zendesk customer profiles and common paths to good/better/best product adoption, risk mitigation, and value realization
- Use many different data sources and collaboration with other Zendesk teams to i dentify the specific assets & experiences our customers need to be successful without 1:1 human support
- Develop & engage
- Interact with customers via forums, events, and other channels
- This includes both strategic facilitation of discussion and direct, transactional support like answer product questions Â
- Rotate between leading, facilitating, and producing 1:many events
- Draft marketing copy, social media posts, and promotional assets for the online community, events, and programs
- Follow the Zendesk style guide to ensure consistency across all assets
- Collaborate with others on the Digital CX team to ensure resources are available and findable on-demand
- Maintain
- Continuously improve content and engagement by responding to internal and external feedback
- Collaborate with other teams across CX and marketing to coordinate campaigns and connect to broader marketing initiatives
- Assist our User Group leaders with administrative tasks and helping to source speakers, find slides to use for presentations, etc.Â
- Populate our brand advocacy system with challenges for membersÂ
- Assist with moderation and maintenance of our online community
- Perform administrative tasks to support ongoing community engagement efforts
- Optimize
- Leverage analytic tools to evaluate the impact of community engagement and assets, including tracking usage, efficacy, customer reaction/sentiment, and opportunities for improvementÂ
Â

**What you bring to the role**:
**You are a great match for the team if**:

- You enjoy helping software users easily understand complex information through various forms of media
- You enjoy wearing many hats and having diverse responsibilities
- You canÂ
- You are a passionate advocate for our customers and enjoy the unique challenge of digital innovation
- You can understand what our customers need, uncovering opportunities from real customer interactions and working within Zendesk to locate and reconstruct technical tribal knowledge
- You are able to translate all this knowledge into clear and easy-to-understand guidance

To be successful, you will need to work closely with other members of the Digital CX team as well as with product, adoption, and retention experts throughout Zendesk. This means you will need to develop and nurture critical partnerships across other teams to ensure that we offer a complete self service solution for areas that challenge our customers. Collaboration is the key to success in this role
- 2+ years experience in a 1:Many or Many:Many customer-facing role, ideally in a SaaS environment
- Experience with Zendesk's offerings either as an Administrator or Agent
- Fluency in written and spoken English
- Excellent written communication skills and proven ability to make complex topics easy and engaging
- Experience producing digital assets like knowledge articles, instructional videos, learning paths and tutorials
- Detail oriented, customer-first, and curious about customer experiences and needs
- Proven ability to thrive in a team-oriented and collaborative work environment
- Self-directed and proactive, with the proven ability to manage multiple tasks, prioritize effectively, and consistently meet deadlines with mínimal oversight
- Thrive in a global environment where continuous learning and improvement is standard
- Enjoy receiving feedback from customers and putting their requests into action
- Ability to handle multiple projects and quickly adapt to shifting priorities, demands, and timelines
- Passionate about innovating on the digital Customer Experience
- A high level