Santa Monica Categories:
Community & Customer Success Manager, LIVESTRONG.COM Demand Media
THIS JOB HAS EXPIRED
Community & Customer Success Manager, LIVESTRONG.COM
Other | Santa Monica, CA, United States
Community & Customer Success Manager, LIVESTRONG.COM
Demand Media (NYSE:DMD) informs, entertains and connects millions of people every day. Through a portfolio of vertical web properties reaching more than 100 million monthly visitors, a global network of digital partners, and a breakthrough content studio, Demand Media publishes what the world wants to know and share. Join the company that is shaping the future of media â€" how it's created, consumed and shared!
We work in a fun, collaborative environment that is as diverse, adventurous and open-minded as the content we create for the world. We encourage all of our employees to learn and grow personally and professionally so they can assume greater responsibilities and advance their careers.
We're looking for ambitious, driven, self-starters who want to be on the leading edge of innovation in online media and technology. This position is located in Santa Monica, CA.
Responsibilities:
The Community and Customer Success Manager position is a crucial role on the LIVESTRONG.COM team, whose mission is to help people take charge of their health and fitness. To that end, LS.COM has extensive free and paid tools and services -- such as MyPlate, MyQuitCoach and Dares â€" as well as a vibrant interactive community.
We are looking for a Community and Customer Success Manager who will be responsible for establishing and maintaining a best-in-class customer service experiences for all the LS.COM tools as well as leading, growing and nurturing the LS.COM community.
Essential duties and responsibilities include:
- Establish and execute on a core strategy, plan and roadmap for enhancing the LS.COM customer success and community experience
- Manage a team of 8+ part-time (remote) moderators and customer service specialists who handle the day-to-day interactions with the LS.COM users/customers; making sure to manage quality of work and bandwidth, while setting priorities for team
- Work closely alongside team that manages the social aspects of LS.com
- Establish guidelines for correspondence and other interactions with users/customers to ensure the LS.COM experience is helpful and positive (re-evaluating current processes and making improvements for best practices to share with team)
- Develop policies and procedures to help guide and empower employees to solve user/customer issues quickly, correctly and on the first interaction
- Work with all parts of the team to ensure consistent visibility and understanding of top issues that are impacting customers
- Develop core processes to incorporate customer feedback into the new product and program development process
- Grow the community on LS.COM by establishing procedures and policies for group leaders, working with product to enhance features and functionality and bringing a strong voice to the community experiences
The Community & Customer Success Manager must have excellent personal presentation and interpersonal skills, including good problem solving ability. Additional job requirements include:

- High proficiency with computers and computer applications

- Excellent troubleshooter with both technical and non-technical problems

- General understanding of Internet terminology and general Internet concepts
- Desire to learn and succeed in a fast-paced environment

- Ability to work independently and efficiently to meet deadlines

- Ability to promptly answer work related email, phone calls, and other electronic communications

- Self-motivated, detail-oriented and extremely organized

- Excellent communication (oral and written), interpersonal, organizational and presentation skills

- Flexibility to work a variety of shifts as needed, and be on-call 24/7
Education and Experience:

- Bachelors Degree

- Proven team leadership in a customer-driven technology organization

- Minimum 5 years customer service management experience

- Analytical and quantitative skills

- Excellent leader/player/coach
- Strong organizational leadership and personal management skills, including proven track record growing people and building innovative offerings that drive growth

- Proven ability to create an environment that fosters learning, teaching, growth, risk-taking, innovation and fun
- Experience nurturing online communities
Additional Skills and Experience (Not required):

- Experience in health, fitness, lifestyle area of media/technology
- In-depth understanding of core Internet technologies

| Location: | Santa Monica, CA United States |
|---|
THIS JOB HAS EXPIRED
Demand Media
Investors: Oak Investment PartnersAll Jobs: at Demand Media
| Web Site: | www.demandmedia.com |
|---|---|
| Headquarters: | 1333 Second Street Suite 100 Santa Monica, CA 90401 United States |
| Industry: | IT Services |
