Community Moderator
The Community Moderator role is a key member of the SailPoint Community team, performing a variety of tasks to ensure an excellent customer experience for over 40k subscribers to our online community, Compass. The community manager assists with the access, review and change management process for the community, as well as assisting internal users in publishing content, providing answers to how-to questions, and troubleshooting issues.
Primary Responsibilities include:
Configure roles, public groups, permission sets and page level security as directed by policy or the Community Manager.
Customer and partner user admin – provision and deprovision and edit Compass accounts for non-SailPoint employees – by exception, where automation does not do so.
Monitor Compass ZenDesk queue for requests and issues.
Examine and correct Salesforce CRM data where errors or duplicates exist
Collaborates across all departments including Community Manager, Community Moderator, Community Product Manager, and Support teams to ensure seamless Compass functioning. Assists other members of the community team with community-related tasks.
Creates and distributes periodic community reports on usage, user numbers, pageviews, search trends, etc. Ad-hoc reports as required.
Advanced knowledge of one or more enterprise-class community engagement platform such as Jive, Lithium, Khoros, SalesForce
HTML, XML, and CSS experience an asset.
Requirements:
Bachelor’s degree or equivalent work experience (technical degree or masters degree a plus)
Strong customer facing skills (executive presence, writing skills, phone skills). Demonstrates a highly professional demeanor
Strong consulting skills. Ability to gather and analyze information and produce strategic insights into clients’ organizational and technical challenges
Ability to communicate technical details to a non-technical audience. Ability to foster credibility with a technical audience
Ability to set and communicate expectations; skill in mediating and resolving problems
Must be highly organized and able to prioritize and process a number of tasks concurrently
Ability to build lasting relationships based on trust
Takes ownership of customer issues and drives to resolution
Self-motivated, strong work ethic, creative, customer-centric personality
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status.