Customer Community Specialist

Sorry, this job was removed at 10:52 p.m. (CST) on Tuesday, Aug 13, 2024
Chicago, IL
Hybrid
Internship
Professional Services • Software
Helping companies achieve greater organizational resilience and mitigate risks within their business
The Role

The Role

The Customer Community Specialist position is a hybrid role; this person will be expected to come into the Chicago once a week, on Wednesdays.

We are seeking an enthusiastic candidate with a passion for bringing customers together to help elevate our customer community and program brand presence, create a high-touch customer experience, and plan high-quality events. This involves project management, including timelines and critical path management and top-notch execution. 

The Customer Community Specialist is responsible for working on initiatives related to our customer community program known as ENGAGE. The Customer Engagement Specialist will assist in planning and executing virtual customer events and in person user groups, identifying and building customer stories and connecting the community - this role is integral to customer success at Fusion. 

The Customer Community Specialist heavily interacts with customers, including scheduling and leading status calls and meetings. The position requires extreme attention to detail and a high level of customer focus. The role will also closely collaborate with other marketing team members, customer success team members, internal stakeholders, executives, and vendors, as well as prospective customers and partners. 

About Our Customer Program 

ENGAGE is Fusion's user community, including operational resilience, risk management, third-party risk management, information technology and security risk, business continuity and disaster recovery and crisis and incident management practitioners from all over the world. 

The community has over 400 organizations and 1,000 active users. Together, we drive organizations, teams, and careers forward by expanding what is possible with Fusion. Among the numerous exclusive benefits of the community, Fusion users can exchange ideas, expand their network, and be informed about product enhancements and capabilities. 

Key Responsibilities 

  • Work closely with the SVP, Customer Engagement to plan and deliver high quality customer events (both virtual and in person): 
  • Assist in creating and maintaining calendar of customer events. 
  • Assist in project management of the full lifecycle of events - campaign creation, promotion, registration, attendance, and post event reporting. 
  • Collaborate cross functionally to assist with speakers, scheduling, content, and supporting assets for customer events. 
  • Assist in the full lifecycle of speaker sourcing, content development, social posts and thank you's. 
  • Coordinate internal event prep meetings with Fusion attendees – prepare and update prep all documentation and checklists. 
  • Assist with event production – host zoom webinars, coordination and orchestration of event flow and speakers. 
  • Develop and report effective metrics around customer events, measure and optimize event activities. 
  • Assist in customer community collaboration activities such as community welcome calls, content direction and maintaining contact information.
  • Maintain files in Fusion's internal and external content management systems, including Pardot, Highspot and Sharepoint etc. 
  • Monitor the Engage Program shared inbox – respond to client requests in a timely fashion. 
  • Develop and support monthly customer communication emails in coordination with the Marketing team. 
  • Collaborate with the SVP of Customer Engagement to maintain Fusion Central (customer portal) with a focus on user engagement and content production.
  • Work closely with Marketing to identify and produce customer stories for case studies, blogs, testimonials, etc.
  • Develop and implement new initiatives to improve our customer community experience. 

 

Requirements

  • Bachelor's degree in business, marketing, or a related field
  • 3+ years of experience at a B2B organization, preferably SaaS
  • Project management experience, excellent organizational and planning skills 
  • Excellent communication and interpersonal skills 
  • Detail-oriented and results-oriented 
  • Team player with flexible, "can do" attitude 
  • Ability to go into the Chicago office every Wednesday

Fusion is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, disability, age, pregnancy, military service or discharge status, genetic information, sex, sexual orientation, gender identity, or national origin. Nothing in this job posting should be construed as an offer or guarantee of employment.

What the Team is Saying

Jarrod
Bogdana
Willie
Sara
Kelli
Katie
Robby
Jennifer
Riddhi
Ramya
Alex
Shannon
Crystal
The Company
Chicago, IL
264 Employees
Hybrid Workplace
Year Founded: 2006

What We Do

Fusion Risk Management is recognized as the most innovative and fastest growing provider of cloud-based enterprise software for business continuity risk management, IT disaster recovery and crisis management. Fusion is transforming the industry and has been named a leader in Gartner's Magic Quadrant for Business Continuity Management software.

Why Work With Us

Fusion provides a highly collaborative work environment where motivated employees can advance their careers and contribute to Fusion’s success. Work-life balance is of high importance at Fusion. We are committed to fostering an environment of trust, transparency, innovation, and customer success that encourages hard work, passion, and having fun.

Gallery

Gallery
Gallery
Gallery
Gallery
Gallery
Gallery
Gallery
Gallery
Gallery
Gallery

Fusion Risk Management Offices

Hybrid Workspace

Employees engage in a combination of remote and on-site work.

Typical time on-site: Flexible
Chicago, IL

Sign up now Access later

Create Free Account

Please log in or sign up to report this job.

Create Free Account