Engage and improve the experience for a global community of 1M+ partners. Drive experience strategy, cohesion between systems and teams, as well as user focused approach to all projects. Own all communication to the partner network including strategy, tools, process, and approval. Improve experience through simplification of processes, ease of use, and overall satisfaction. Implement partner feedback loop and strategy to connect partner feedback to necessary development opportunities. Improve internal collaboration during global pandemic, including team building exercises. Increase internal awareness of team contributions and impact to the organization.

Build and engage a growing community after a successful launch. Create and manage programs to foster engagement for both internal and external audiences including gamification, content, and community hosts. Developed, launched, and managed the Super User program. Own all technical and administrative aspects of the community and drive implementation of new community features including launching new page and interaction styles, facilitating teams on updates to the Community backend, and owning the Stage and Production environments and release calendar. Create and maintain the community guidelines and process documentation. Analyze community metrics and data for regular reviews, including SWOT analysis, and trending topics.

COMMUNICATIONS/MARKETING/CONTENT: Own strategy for and execution of community, including promoting and evangelizing community activities. Own thematic/content calendar, originate/produce content and partner cross-functionally with Corporate Social Media Team, Product Marketing Managers, Product Managers, Field Marketing, Public Relations, Communications, Professional Services, Education and other departments’ to develop and coordinate content, promotion/engagement strategies, education/events and tactics as they relate to the products and organization’s strategic goals. TECHNICAL/HELPDESK/ADMINOwn and drive all technical and system administration aspects of the Constant Contact online community, including working with platform vendor on regular upgrades, and addressing/resolving issues related to the features and functionality of community. Drive implementation of new community features as appropriate. Own Community roadmap, development, and testing. MODERATION/MONITORING/RESPONDINGCreate/manage the moderation and terms of use policies. Establish process and capacity required to meet service level agreement on response time. Monitor discussions, ensure relevant responders are engaging and responding timely to ensure engagement.Alert appropriate staff as issues arise and work to resolve. Maintain a Responders List of members and/or staff who can be reached quickly to respond to specific questions. Define plan for subsets of community to take leadership role as Community Champions. TRAININGDevelop and maintains community training resources, guidelines, and policies. Train external/internal on new features as well as how to participate and engage in the community. Strong collaboration with other team members and ensuring cross-training within the team.DATA ANALYSISAnalyze community engagement and identify trending, advise on potential opportunities or risks, funneling insights and ideas back to leadership team.

Project managementManage Solution Provider (Guest) Blog and relationships with bloggersRun metrics regularly, monitor and investigate abnormalitiesCreate graphics for use across social channelsEdit style and structure of Community utilizing Lithium platformManage remote team & internship programTraining new team members and internsCreate and distribute internal and external newslettersWork on cross-functional teams to promote User Community and Community programsCreating content for the Community about Constant Contact products and news, as well as topics on small business, social media, and non-profit. Curating content across online blogs, websites, and other sources for use on social media and in the online CommunityCreated metrics program to keep track of important metrics of both the Community and our Social Support channelModeration of User Community containing forums, ideation, and blogsMonitor social channels for inquiries (up to 5 Facebook pages & 8 Twitter handles)

Performed duties of Customer Engagement SpecialistCoached other representatives and provided feedbackReal time monitoring within Call CenterAssisted representatives with metrics like engagements per hour, adherence and conformanceTook on projects to assist customersWas an escalation point for both customers and representativesManaged license and user information for internal systems

Fielded incoming support calls, chats, and emails. Answered customer questions on all available productsRecommended new products to customers if appropriate. Assisted in training New Hires in a classroom setting as well as side by side coachingMentored New Hires throughout Onboarding ProcessChosen to attend stand-up meetings with Tier 3, VOC, and product teams to deliver trending issues and requests from customers

Sales representative for companyPrimary goal was to sell phones and up-sell plans and add-onsCreated and managed commission plan for all employeesIn charge of inventory & purchasing Assisted with hiring of new employeesTrained new employeesReconciled inventory and invoicesManaged Quickbooks inventory lists for multiple locations

Helped and managed schedule for practicesAssisted with organization and planning of eventsTyped memos and documentsFiled paperwork