Applicants are required to read, write, and speak the following languages: English
Job Summary:
Oracle NetSuite is looking for a Community Manager with customer support or community management experience to oversee the daily operations of the NetSuite User Group and develop strategies for increasing community engagement and develop strategies for case deflection. In addition, this position will review customer enhancement requests by validating and exploring other solutions. This role will be based out of our Manila, Philippines, office and will report directly to the Director, Technical support who is based in Durham, NC.
Key Responsibilities:
Oversee the
day-to-day operations of the NetSuite User Group: overseeing a team that
contributes to conversations, creating support documents, tending to reported
content/users in accordance to our forum guidelines and iterating on our
workflows and processes. Assumes accountability for the delivery of operational
metrics, case deflection, and handling customer enhancement requests.
Establishes operational objectives and action plans for the vertical units as
reviewed by senior management. Evaluates and recommends tools, methods and
metrics to achieve operational goals. Active involvement in developing,
updating and executing department policies and procedures. Pilots programs that
promote user adoption and participation in the NetSuite User Group. Maintain a
high performance team and employee morale. Manages staffing activities such as
sourcing, interview and recommendation of candidates and skill mapping of
staff.
Collaborate with
other teams within NetSuite to create seeded Forum discussion posts, product
updates, engagement opportunities, and incentives for power users. Support
Community strategies by identifying and sharing trends, pain points, and
community sentiment. Track and analyze NetSuite's User Group engagement
metrics. Host, present, and/or run Q&A for our webinars. Generate ideas for
new webinar content with opportunity to develop this content end-to-end.
Proactively identify gaps and improve the team’s current processes and tools.
Attend and help host customer-facing events in partnership with other teams.
Scope:
Establishes
operational objectives and work plans, and delegates assignments to
subordinates. Senior management reviews objectives to determine success of
operation. Involved in developing, modifying and executing company policies
that affect immediate operations and may also have company-wide effect.
Regularly interacts with senior mgt on matters concerning the center or large
customer base.
Requires the ability
to change the thinking of, or gain acceptance from others in sensitive
situations.
Qualifications:
At least 2 years experience in a Community
Management or other customer facing role • An interest in the NetSuite's
product. Strong sense of empathy for customers. Strong project management
skills. Experience with data analysis and developing strategies. Experience in
forum moderation, management or engagement is a plus. Working knowledge of HTML
and CSS is a plus. Flexibility in scheduling as business and coverage needs
change. Thrives on working independently and proactively.
Complexity:
Works on issues
where analysis of situations or data requires an in-depth knowledge of
organizational objectives.
Implements strategic
policies when selecting methods, techniques, and evaluation criteria for
obtaining results.
Establishes and
assures adherence to budgets, schedules, work plans, and performance
requirements.
Decisions require
originality and ingenuity using knowledge gained from experience
As a member of the Support organization, your focus is to deliver post-sales support and solutions to the Oracle customer base while serving as an advocate for customer needs. This involves resolving post-sales non-technical customer inquiries via phone and electronic means, as well as, technical questions regarding the use of and troubleshooting for our Electronic Support Services. A primary point of contact for customers, you are responsible for facilitating customer relationships with Support and providing advice and assistance to internal Oracle employees on diverse customer situations and escalated issues.As a Senior Manager, you will have successfully managed in past assignments for several years, in addition to having been an effective technical or professional contributor. You may also be responsible for one or more functional areas chartered with both staff and customer goals. Overall, you will establish and communicate departmental objectives and implement plans to assure attainment while ensuring proper utilization of resources.
Manages and controls activities in multi-functional areas of sections. Ensures appropriate operational planning is effectively executed to meet business needs. BS (or technical equivalent) is preferred. Five or more years of technical or professional experience in addition to three or more years of experience in a management or other leadership role (preferably in a support environment).
: Support
: No
: PH-Philippines
: Regular Employee Hire
: Oracle
