A*** needs a Community Manager to both represent the voice of its customers internally and (along with the CEO) represent the voice of the company externally. This role contains elements of both a typical community manager and some of the outbound elements of a product marketing role.
Specific responsibilities include:
- Serve as the initial point of contact for inbound requests from customers and testers
- Identify and analyze customer feedback and transfer it to the appropriate department (UI, QA, etc.)
- Monitor the user generated content that develops on the A**** network
- Establish and implement company policies for monitoring and, when necessary, controlling user generated content
- Create programs both within and external to the A**** network to encourage the creation of more user generated content for A****
- Monitor the communities that develop on the A**** network and facilitate their rapid growth
- Stay up-to-date on new social media tools and best practices and, where appropriate, help to incorporate key ones at A****
- Identify and engage with potential advocates among A****’s testers and customers. Create and manage evangelist program(s) with tools to both help them evangelize and to appropriately acknowledge them for doing so.
- Work closely with the UI designer to ensure that the right social media features are included in the A**** application and then monitor their usage and make appropriate changes.
- Monitor online dialogues (blog posts and comments, user and professional reviews, forums, etc.) about the company and its product(s) and act as the voice of the company in these locations
- Author blog posts, articles, tweets, podcasts, or other ways to communicate the benefits and use of A**** to the external world
- Set-up, manage, and contribute to the company’s blog.
- You love helping people and solving other people’s problems
- You are an independent, creative self-starter who loves running things while keeping everyone in the loop
- You love to write and communicate with others
- You spend a lot of time online and stay up-to-date on new social media tools and technologies
- Ideally, you already have experience as a community manager for another company making a consumer product or service