Customer Engagement & Community Lead

Summary

Join Bridge as the Customer Engagement and Community Lead and play a pivotal role in maximizing client value and fostering a thriving online customer community. Guide customers through best practices and ongoing education to ensure successful Bridge adoption. Create and manage an active online community, facilitating peer-to-peer knowledge sharing and customer advocacy. Gather customer feedback, identify engagement opportunities, and collaborate with product, sales, and marketing teams to enhance customer experience. Manage customer cases, collaborate with Account Managers, and manage the Customer Success group email inbox. Host weekly Customer Success Office Hours and assist other departments with various initiatives. Contribute to product pairing meetings, collaborate on accessibility initiatives, and manage Beta programs.

Requirements

• 3+ years experience in customer success, community management, product engagement strategy, or similar
• Experience in pre-sales or post-sales support, including product demos, onboarding, and ongoing training
• Proven ability to build strong relationships, collaborate across teams, and manage global projects with internal and external stakeholders
• Strong ability to identify customer needs, provide strategic solutions, and ensure successful product adoption and retention
• Experience with CRMs, such as Salesforce and Gainsight
• Experience with Customer Support tools, such as Zendesk
• Experience with Project Management tools, such as Jira and Trello
• Experience with the Google Productivity Suite
• Communication & Collaboration (MS Teams, Zoom, GoTo)

Responsibilities

• Oversee the strategy and execution of the customer community, including tasks such as content creation and posting
• Execute daily and weekly posts on the community site
• Moderate and curate all content that is posted on the community, creating topics based on unique industries and interests
• Execute daily and weekly posts and maintenance of the community site
• Responsible for reporting of all community data, and using the data to drive strategy improvements and directions
• Manage administrative work for monthly customer webinars including assisting with content planning, helping with marketing collateral, posting content in relevant spaces, moderating the webinar, and assisting with post-webinar work such as follow-up articles, email communications, reporting, etc
• Manage a queue of customer cases including needs such as product education, technical support, product offboarding, escalations, and more
• Collaborate with Account Managers (AMs) to work on customer cases and queries, providing support to ensure issues are resolved quickly and efficiently
• Manage the Customer Success group email inbox, ensuring timely responses and resolution to customer inquiries
• Host weekly Customer Success Office Hours sessions, providing customers with hands-on support, answering questions, and resolving needs in real-time
• Assist other departments (i.e. Marketing) at Bridge with various initiatives that may arise to enhance the overall customer experience
• Train and mentor others on the CSM team by providing guidance, best practices, and ongoing support to enhance their skills, performance, and professional growth
• Attend and contribute to product pairing meetings, ensuring that feedback and insights from the client perspective are integrated into product development
• Collaborate with the Product team on accessibility initiatives, ensuring that our platform is accessible to all users and compliant with best practices
• Manage Beta programs for product pairings