Manager, Services Collaboration & Social Strategy FireEye
THIS JOB HAS EXPIRED Join one of the hottest and fastest growing network security start-ups in Silicon Valley. FireEye is backed by pre-eminent investors Sequoia Capital, Norwest Venture Partners and Juniper Networks and is experiencing explosive growth as it redefines the $20B+ security landscape to combat the next generation of cyber-attacks.
FireEye has been profiled in Businessweek, Forbes, The Wall Street Journal and on Bloomberg TV and recently won Deloitte?s Technology Fast 500 award for the 4th fastest growing tech company in North America. FireEye is well on its path to an IPO as it continues to transform the security industry with its unique technology to stop advanced cyber-attacks. FireEye?s customers are the best of the best in every industry around the world, including the top hi tech, financial services and manufacturing companies and the leading government agencies. Join the team that is protecting the world from the next generation of cyber-attacks.
FireEye is seeking an experienced services manager to join our growing Services Technology team. The Manager, Services Collaboration & Social Strategy will own responsibility for the vision, execution, and overall business impact of communities and social technologies applied for the benefit of our services delivery teams and customers. They will be the visible champion for building outstanding customer service channels through social tools, leveraging their deep understanding of B2B services business objectives to create effective social initiatives. This role will have a heavy emphasis on community strategies and programs, while also driving initiatives for broader services adoption and development of new services channels through social tools.
Leadership position accountable for planning, developing & implementing strategic projects, often involving multiple
teams / contributors
Develops strategies and processes for leveraging communities and social media channels for both inbound and outbound service interactions
Owns the creation, customer adoption, and overall health of customer facing communities to maximize service satisfaction and self-solve opportunities for FireEye customers
Champions internal support for employee contribution and participation in social channels
Collaborates to develop social interaction guidelines and SLA's
Leads expert contributor and recognition programs for community and social participation
Establishes a repeatable process for standing up new communities and social programs for new products, languages, geos
Develops internal collaboration strategies and tools for cross functional communication between support, engineering, professional services, etc.
Leads campaigns to increase customer adoption across the entire suite of services related tools and technologies
Collaborates with marketing for joint promotions, social listening initiatives, and customer events
Drives creation of key metrics and dashboards to quantify business benefits / impact, and identify further business opportunities.
Assists in evaluating tools and technologies to support overall social strategy
Analyzes competitors and market trends, participates in relevant industry conferences
Manages and coaches direct or indirect contributors for delivery
Identifies new opportunities and develops business case/ROI for initiatives
Makes trade-offs of scope, time & budget as required to maximize business impact
Accountable for the financial impact, supportability, and effectiveness of the products/programs produced by the team
Minimum 5 years relevant services and social tools experience
Previous experience as a community manager / social / customer adoption champion
Portfolio or examples of previous customer facing web presence and programs
Demonstrated experience with a broad range of social tools in the enterprise (B2B) space
In-depth experience with enterprise social software platforms such as Jive, Lithium, or similar
Strong understanding of the mechanics of social tools, including tagging, notifications, groups, access controls, etc.
Expertise in enterprise support delivery tools and processes preferred
BS or higher in a relevant field required, technical field preferred
Proven ability to define a strategic framework that aligns with and supports overall business goals
Not afraid to get hands dirty, problem solving and creative thinking a must
Excellent communication and negotiation skills working with all levels and departments of the organization
Proven ability to manage in a rapidly changing and dynamic environment
Strong understanding of how to apply technical tools to complex business problems
High level of integrity and ability to maintain position on issue
||Milpitas, CA |
THIS JOB HAS EXPIRED