Client Success Community Manager

  • HotSchedules
  • Austin, Texas
  • May 31, 2021
Full time General Managers and Management Executives

Job Description

The New Tech for Restaurant and Hospitality

Fourth is the first global cloud-based intelligent back office platform in the restaurant and hospitality industries. We're no ordinary software company! We pride ourselves on the culture we have created and work hard to ensure this is never compromised. This is a place where our people want to work; where they enjoy and develop in their roles; where our people pull together to work as a team and ultimately be a company we are all proud to be a part of.

By developing innovative products, building relationships with our customers and enabling great careers; we are focused on building lifetime loyalty with our customers and each other. The vast majority of us have worked within the industry; we believe we need to be passionate about and have experienced the industry in order to help our customers grow their businesses successfully.

When recruiting, we look for those who want to join our journey; those who want to be a part of our personality and culture; those who are professional; have energy, enthusiasm, and ambition, are entrepreneurial and those who can show they can live by our company values each day. Working at Fourth provides an opportunity to build a successful career where our people develop and grow in a dynamic, fast paced environment.

Role Responsibilities

Provide analysis of usage and adoption for customer through reviews of search terms, clicks, votes and other feedback. Determine action plan based on data to drive ease of use, scalability, global consistency and effective engagement.

Facilitate communications plan and content with Marketing and other stakeholders for project and event notification to ensure visibility for customers and internal teams.

Organize and participate in events to build Community and brand awareness

Respond in a timely manner to comments, requests for changes and assistance from the Community email box or through the Customer Success Portal. Includes but is not limited to: email responses, ideation transactions, article and group topic management, topic moderation, account requests, spam moderation, enforcing Community Guidelines, etc.

Collaborate with technical teams to evolve design, look and feel of the community and other initiatives of the Customer Success Portal.

Work with the business to understand community requirements

Document and maintain processes surrounding the Customer Community

Desired skills

Excellent verbal and oral communication skills

Passion for the customers' experience

Ability to identify and track relevant community metrics

Working operational knowledge and understanding of online Community platform tools and best practices (Forums, Blogs, Brand Tone/Voice, Commenting etc.).

Experience in Community engagement

Fantastic relationship building skills

Highly organized self-starter, able to work independently and deliver consistently against deadlines

Comfortable collaborating with cross functional teams.

Requirements

Must have:

At least 1 year college course work

Experience 2-3 years in corporate environment working with website or applicable course work

CRM experience (Zendesk is preferred, Salesforce is desirable)

Comfortable with data analysis tools such as Excel and pivot tables

Digital social skills (such as website community, forums, etc.)

Desirable

Basic HTML experience

Video editing

Experience with website management tools

Experience with Google Analytics, Crazy Egg

Our Story

In July 2019 Fourth joined forces with HotSchedules to become the global leader in end-to-end restaurant and hospitality management technology solutions. Together, the merged company now represents the world's largest and only provider of end-to-end restaurant and hospitality management solutions for customers across the globe and of all sizes-from a single location or franchisee restaurant to a global restaurant or hotel chain. The combined company's complete software-as-service (SaaS) solution suite including: scheduling, time & attendance, applicant tracking, training, inventory management / procurement, HR / benefits and payroll services now serves customers in 120,000 locations worldwide and is supported by a dedicated, unified team across offices in the US, UK, Bulgaria, China, Australia and UAE."

We are an Equal Opportunity Employer

All qualified applicants will receive consideration without discrimination because of sex, gender identity, gender expression, sexual orientation, marital status, race, color, age, national origin, military status, religion, or disability or any other legally protected status.