I currently manage a Customer Support group and am in need of someone to fill some gaps (as follows):
— Manage the content on the user forum, both responding to questions and creating useful content based on customer needs as reported by the support folks
— Liase between various groups within the company as a the customer advocate (Training, Product, etc)
— As our user base in growing, create/enable user groups
— Develop strategies to drive adoption of the forums (call/ticket avoidance)
— Eventually manage the support team’s twitter account
Does this sound like a Community Manager type of role? If so, does anyone have experience with a Community Manager residing within the Support org?