A community of technology community managers, leaders, and builders.

Community Manager within Support?


#1

Hi Everyone!

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?

Thanks!


#2

I’ve done all of these things in Community Management roles and always as part of the support org, though at my current position we work closely with marketing as well; our community is a support community.

That does, to me, sound like a community manager type of role.


#3

Thank you Lisa! Is there any chance you have a job description you wouldn’t mind sharing with me? This will help me tremendously as I attempt to make the case for this role.


#4

@mvbigelow this is the job description when I applied:

https://www.linkedin.com/jobs2/view/13297378

I’m doing quite a bit more strategy and planning work than in that description; but I also have a history as VP of Operations in a previous company, so I tend to think somewhat expansively and have very little fear of speaking up on even some of the most far-fetched ideas.


#5

Thank you Lisa! I was able to get the position approved and now I am working on building out the 6-12 month goals for this position. Do you have anything you’d be willing to share? I’m thinking in terms of outcomes. As an example: “drive 25% of customers to self-service via the online community.”

Thank you!
Megan


#6

We’re working on metrics ourselves. I don’t know how you’d measure “drive 255 of customers to self-service” - ticket deflection itself seems to be a difficult number to measure as it has a lot of variables.

Perhaps metrics around the number of questions and peer answers would a better measure of success and engagement? I’d love to hear what others have to say here too!


#7

Hi @mvbigelow - It’s been a couple of years. How’d everything work out?

Cheers,
Dave


#8

It went REALLY well and still is! We’ve have someone in the role for 18+ months! Let me know if there is anything specific you’d like me to share.


#9

Hi @mvbigelow - Thank you for your reply. Congratulations on the success of your community! There’s nothing in particular I was looking for, just curiosity about how well your community is doing. So what metrics did you eventually decide to focus on for your Key Performance Indicators?


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