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Title:  Digital Support Community Manager

Location: 

Research Triangle Park, NC, US, 27709

Requisition ID:  32665

 

Are you data-driven?  We at NetApp believe in the transformative power of data – to expand customer touchpoints, to foster greater innovation, and to optimize operations.  We are designed for simplicity, optimized to protect, created to embrace future opportunity, and open to enrich choice.  We are the data authority for hybrid cloud, and we are helping our customers realize the full potential of their data.

 

We’ve built a Data Fabric for a data-driven world – to simplify and integrate data management across the resources that are best for the business.  With the Data Fabric, our customers can harness the power of cloud data services, build cloud infrastructures, and modernize storage through data management.

 

By modernizing storage through data management, customers can upgrade infrastructure to bring modern data services to existing applications. Only NetApp can help organizations free the resources necessary to fund transformation by deploying the industry’s leading flash storage solution, which is highly efficient and scalable in both data center and cloud environments.

Job Summary

The Digital Support Community Manager is the leader of the NetApp Community and the public face of our peer-to-peer support channel.  To be successful in this role, you must work cross-functionally across all levels of the organization (inside and outside the company) to cultivate a vibrant and positive community environment that all customers, partners, and employees can take advantage of. A successful Community Manager will wake up every day looking for ways to drive awareness, engagement, and facilitate conversations within the NetApp Community.

Job Requirements
  1. Drive the community strategy within NetApp’s peer-to-peer support channel while maintaining alignment to the assisted and self-service channels – all three must work together.
  2. Continuously evolve, manage, and grow the NetApp Community to meet the needs of our customers, partners, employees, and prospective customers.
  3. Mentor and advise designated community leaders to help them curate content and optimize their respective knowledge domains residing within the forums.
  4. Develop and/or facilitate employee/partner training on community best practices.
  5. Help define and enforce consistent community governance policies.
  6. Work collaboratively to identify, engage, and foster relationships with community advocates who are passionate about the NetApp brand, products, and services.
  7. Track and analyze community objectives and key results to ensure active community participation and growth.
  8. Stay current with community trends and brainstorm/execute new ideas for campaigns that foster community growth.
  9. Identify, drive, and optimize the entire peer-to-peer support channel, leveraging NetApp’s social team members and technologies, in addition to the community itself.
  10. Maintain a pulse on user feedback and provide meaningful feedback to product teams to improve the NetApp user experience.

 

Competencies:

  • Outstanding ability to think creatively, strategically, and identify and resolve problems
  • Community Management expertise and credentials (e.g. FeverBee or equivalent)
  • Experience giving presentations to a variety of audiences
  • Working knowledge of search engine optimization practices
  • Multi-tasker with ability to initiate and drive projects to completion based on interpretation of larger goals
  • Firm understanding of NetApp technologies, solutions, and the technology services industry
Education

Typically requires a minimum of 8 years in technology services and 5 years in customer service, with a Bachelor’s degree; or 6 years and a Master’s degree; or a PhD with 3 years experience; or equivalent combination of related education/certifications/training and applicable experience.

Project Management or Account Management experience

Two years of Community Management experience, preferably with B2B high-technology communities

Active member of 2+ digital communities

 

Preferred Education and Experience

KCSv6 Certification

FeverBee Certified Community Manager

Experience with website optimization tools

Familiarization with website analytic platforms (i.e. Google Analytics, Adobe Launch, etc.)

 

So get ready to tap into the data visionary within, and join us as we accelerate digital transformation and empower our customers to change the world with data!

 

If you ask a NetApp employee why they work here, the answer is inevitably the same: the people. At NetApp, our culture is at the heart of what we do. We place importance in trust, integrity, teamwork, and caring above all else. NetApp is a place where people are empowered to make a difference. Empowered to innovate. Empowered to collaborate. Empowered to help ourselves and others be data-driven and change the world. We take care of each other, our customers, our partners, and our communities simply because it’s the right thing to do.

 

We work hard but also recognize the importance of work-life balance for our employees because what’s important to them is important to us!  Recently we implemented Family First, which encourages employees to take paid time off to bond with a new child (through birth or adoption) or to care for a family member with a serious health condition.  Our volunteer time off program is best in class, offering employees 40 hours of paid time off per year to donate their time with their favorite organizations.  We provide comprehensive medical, dental, wellness and vision plans for you and your family.  We offer educational assistance, legal services, and access to discounts and fitness centers. We also offer financial savings programs to help you plan for your future.  

 

Join us and see what empowerment can do. 

 

 

Equal Opportunity Employer Minorities/Women/Vets/Disabled


Nearest Major Market: Durham
Nearest Secondary Market: Raleigh

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