Customer Community Manager Mashery
THIS JOB HAS EXPIRED About Mashery
For over seven years Mashery has had a front row seat to the exploding Web API movement. With over 175 brands, hundreds of APIs, 200,000+ developers, and over 60,000 active applications running on Mashery-powered APIs, we are the market leader in providing API management technology and services. Our diverse client portfolio includes companies such as Best Buy, New York Times, Netflix, Expedia, TED, and YellowPages. We have real customers, real revenue, and a very real product, all developed by a talented and passionate team at one of the ?Best Places to Work in the Bay Area.?
Why Join our Team?
Voted as one of the best companies to work for in San Francisco, we're passionate, we're leaders, and we?re changing the way companies do business. Join an innovative company with a proven customer base, a great product and a team that works hard yet still finds time for some fun.
The Customer Success Team:
We at Mashery are truly committed to the success of our customers. To that end, we have developed a team of professionals who are dedicated to making that happen. Our team is responsible for the full life cycle of a customer from their initial implementation, through ongoing technical support and maintenance and all the way to business, relationship and commercial management. We?re looking for a talented professional to help our growing list of marquee customers be successful with their Mashery-managed API Programs.
The Customer Community Manager Role:
As a SaaS company, we update, upgrade, enhance and extend our solutions constantly. These frequent changes present ongoing opportunities for customers to evolve their programs ? if we can effectively enable the knowledge of those changes to them. Furthermore, our customers continuously generate knowledge items as they expand their programs: documents, plans, use cases, best practices, learnings, how-to guides, and more. The combination of the knowledge items we generate and the ones our customers generate presents a unique well of knowledge for us to draw from ? if we can effectively collect and disseminate it.
As a Customer Community Manager your goal is to expand and enhance the use of our solutions among our customers by sharing more knowledge regarding our solutions with them. In an essence, this role is a mash up of an evangelist of Mashery solutions among our customers. Your key means of making that happen will be twofold: a) share with our customers knowledge we generate about our evolving solutions, and b) collect knowledge items from our customers and disseminate them among our customers. The combination of the two should manifest itself into the creation of a community among our customers for the sharing of best practices, ideas, suggestions and general knowledge regarding our solutions and the most effective ways to utilize them and extract value from them.
To effectively execute this job, you'll bring deep knowledge of web and Internet technologies coupled with experience in knowledge management work, creation of customer communities, and strong customer relationship skills. This role is critical to the success of our customers and to Mashery because of the high potential impact it has on our customers? prospects & users to expand their programs.
Become an expert in the platform including not only how each and every feature works, but also why and when to utilize each of them.
Coordinate the creation of knowledge items at Mashery, including partnering and interacting with the engineering team, product management, marketing, platform services and others.
Engage directly with customers to share knowledge in either 1-on-1 or multi-customer venues, either on site or remotely.
Select and launch a solution for capturing and disseminating knowledge items among our customers.
Develop campaigns to share knowledge of our different solutions among our customers.
Develop campaigns to solicit the creation of knowledge items by our customers, collect and share those among all of the rest of the customers.
Required Skills and Experiences:
Passion for customer success.
Unwavering commitment to quality and timeliness of deliverables.
Solid customer relationship management & leadership as well as exceptional project management and organization skills.
Excellent verbal and written communications skills.
Excellent presentation skills and experience with training and delivering product demos and presentations both online & in person.
Strong people skills: builds great rapport with people, a person others want to work and share information with.
15+ years of work experience in at least one of the following fields: Professional Services, Technical Consulting, Solution/Sales Engineering, and/or Product Evangelism.
Strong teamwork mentality with excellent virtual team coordination skills.
Self-starter with strong motivation for getting things done.
Ability to multi-task and work on multiple projects at the same time and in parallel
Preferred experience working with a SAAS offering
Conversant in common HTTP Web Services protocols, including SOAP or REST, and the pros and cons of each
B.S. Computer Science, Software Engineering, MIS or equivalent work experience
Web/mobile development experience with APIs is a huge plus.
Experience with Technical writing is also a plus.
Mashery is an equal opportunity employer and does not discriminate against any applicant on the basis of race, color, religion, national origin, gender, marital status, age, disability, sexual orientation, military/veteran status, or any other status protected by Federal or State law or local ordinance.
||625 Second Street |
San Francisco, CA 94107
THIS JOB HAS EXPIRED