Customer Engagement Specialist

| Chicago, IL, USA | Hybrid
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The Role

The Customer Engagement 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 Engagement 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 Engagement 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.

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Technology we use

  • Engineering
  • Product
  • Sales & Marketing
    • JavascriptLanguages
    • ApexLanguages
    • D3JSLibraries
    • ReactLibraries
    • Google AnalyticsAnalytics
    • PardotAnalytics
    • TrelloManagement
    • SalesforceManagement
    • SalesforceCRM

Location

You can't beat the location! Our building is connected to Oglivie Station and is across the street from the Madison St. exit of Union Station.

An Insider's view of Fusion Risk Management

How would you describe the company’s work-life balance?

Fusion puts its employees and their wellness at the forefront by providing several ways to help maintain a great work-life balance. My personal favorites have to be the flexible work schedule and Summer Fridays. With initiatives like Fusion Cares, I also have the option to spend up to 12 hours of work time giving back to the the community.

Riddhi

Sr. Solution Architect

What does your typical day look like?

My days involve collaborating with multiple teams on a variety of activities. One minute I will be designing features with our engineers, the next I might be developing our product roadmap with product management or advising our customers and implementation teams on using our platform. Every day brings new challenges and rewarding opportunities.

Alex

Technical Architect

How does the company support your career growth?

Fusion provided me with multiple opportunities to learn and cultivate new skills and continues to support my growth at a professional and personal level. Fusion offers a fun, dynamic environment, that has allowed me to explore challenging assignments to expand my skill set and play a pivotal role for the rapid growth of the company.

Ramya

Director of Technology Evangelism

How do you empower your team to be more creative?

Collaboration and team brainstorming sessions are key when it comes to empowering creativity. Open and transparent lines of communication with your teams provides them with the flexibility to share ideas and gather feedback on their projects. Lastly, always celebrate the wins, even if they are small.

Shannon

Vice President, Marketing

What’s the vibe like in the office?

Family-oriented. We take care of each other as family and truly show it on a daily. Your interests are our interests. There's always something to connect us.

Crystal

Project Manager

What are Fusion Risk Management Perks + Benefits

Fusion Risk Management Benefits Overview

In addition to the basics such as medical, dental, and vision insurance; FSA and HSA options; commuter benefits; and 401K matching with no vesting period, we also offer monthly partial cell phone reimbursements, a wellness program, and fitness subsidies, paid volunteer time, parental leave, and more! We also offer flexible scheduling and the ability to work remotely.

Our cultural and professional development groups are employee-led, voluntary workplace networks that help foster a culture of community, including three Employee resources groups (Black/African-American; LGBTQ+; and Women), a volunteer committee, and our social activities squad. Even while working remotely, we have maintained fostering connections through virtual events such as lunch n’ learns, happy hours, and live concerts.

We have given special options and offerings during the COVID-19 pandemic in 2020 including extra paid time off, educational resources for all employees, and parental subsidies.

Culture
Volunteer in local community
Open door policy
OKR operational model
Team based strategic planning
Pair programming
Open office floor plan
Flexible work schedule
Remote work program
Diversity
Dedicated diversity and inclusion staff
Mandated unconscious bias training
Diversity employee resource groups
Hiring practices that promote diversity
Our Employee Resource Groups are voluntary workplace networks that are employee-led. They foster a diverse, inclusive workplace aligned with the organization's mission and values.
Health Insurance + Wellness
Flexible Spending Account (FSA)
Disability insurance
Dental insurance
Vision insurance
Health insurance
Life insurance
Wellness programs
Mental health benefits
Financial & Retirement
401(K)
401(K) matching
Performance bonus
Child Care & Parental Leave
Childcare benefits
Generous parental leave
Family medical leave
Vacation + Time Off
Generous PTO
Paid volunteer time
Paid holidays
Paid sick days
Office Perks
Commuter benefits
Company-sponsored outings
Free snacks and drinks
Company-sponsored happy hours
Fitness stipend
Home-office stipend for remote employees
We offer home office stipends for necessary office supplies in order to promote a more efficient at home workspace.
Professional Development
Job training & conferences
Lunch and learns
Promote from within
Paid industry certifications

Additional Perks + Benefits

We seek to foster a supportive and nurturing environment and are proud of our collaborative, open culture! As a fast-growing company, we are dedicated to growing with our employees and adapting to the evolving workplace.

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