Associate Community Manager at SolarWinds Worldwide LLC in Austin, Texas

Posted in Marketing 11 days ago.





Job Description:

SolarWinds Worldwide LLC

Location: Austin, Texas
Categories: Marketing
Req ID: 18625

Overview

At SolarWinds, we are a People-First Company. Our purpose is to enrich the lives of the people we serve—including our employees, customers, shareholders, partners, and communities. Join us in our mission to help customers accelerate business transformation with simple, powerful, and secure solutions.

The ideal candidate thrives in an innovative, fast-paced environment and is collaborative, accountable, ready, and empathetic. We're looking for individuals who believe they can accomplish more as a team and create lasting growth for themselves and others. We hire based on attitude, competency, and commitment. Solarians are ready to advance SolarWinds' world-class solutions in a fast-paced environment and accept the challenge to lead with purpose. If you're looking to build your career with an exceptional team, you've come to the right place. Join SolarWinds and grow with us!

Your Role

SolarWinds is looking for a Community Manager for thwack.solarwinds.com - a highly technical online community of more than 150,000 members. This person will implement our community terms of use, as well as monitoring and moderating user-generated content to ensure that our community is a reliable source of information and a forum for transparent discussions. This role coordinates with the marketing, product, and customer success teams to support its mission, promoting excellent customer service and helping to cultivate a strong community around our brand.

Responsibilities

Your Impact
  • Review and moderate all user-generated content and user profiles (either pre-, post- or reactive moderation) within forums, comments, images, videos and audio, liaising with the Legal and Community team where required
  • Manage the banned user process, and track and remove previously banned users
  • Maintain the Moderation Guidelines and ensure they are up to date
  • Service Community Admin accounts, processing emails and complaints, escalating when necessary
  • Produce reports on relevant moderation statistics, issues and outcomes
  • Monitor effective benchmarks for measuring moderation and UGC volume, and analyze, review, and report on effectiveness of moderation policy
  • Manage inventory, configuration, and order processing for our online swag store
  • Report on insights gained from community moderation into the Community team
  • Monitor all industry and company information and news to anticipate potential issues
  • Management of our online store, including responding to customer inquiries, vendor relations, inventory, and reporting

Qualifications

Your Experience
  • 2 - 3 years' experience managing online forums
  • Strong organizational skills, attention to detail, and the ability to prioritize in a fast-paced environment
  • Self-starter who willfully digs in and can maintain productivity with minimal supervision
  • Excellent English communication and writing skills
  • Strong knowledge of Microsoft Office tools such as Outlook, Excel and Powerpoint
  • Ability to effectively communicate information and report statistics
  • Propensity to grow technical understanding and can pick up new tools quickly
  • Good knowledge of principles of customer service


SolarWinds is an Equal Employment Opportunity Employer. SolarWinds will consider all qualified applicants for employment without regard to race, color, religion, sex, age, national origin, sexual orientation, gender identity, marital status, disability, veteran status or any other characteristic protected by law.PI149834033
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