Community Evangelist

Autotask Corporation is seeking highly motivated professional to join one of the fastest growing Software as a Service companies in the Northeast as a Community Evangelist.

Autotask provides an innovative, web-based business management solution to automate and manage people, projects, and processes more efficiently. Founded in 2001, Autotask achieved profitability almost immediately and has since become the pioneer and #1 provider of web-based IT Services Management Software.

Autotask has won numerous local and national awards for its technology and its management including “Rising Star,” and has been recognized for the past five years as one of the “Great Places to Work in the Capital Region”. Autotask has also enjoyed revenue growth year over year.

The candidate we are looking must have experience in a fast paced, entrepreneurial environment to help take an innovative, dynamic and fast growing company to the next level.

Job Summary:
The Autotask Community Evangelist (ACE) is responsible for engaging the entire Autotask community (customers, prospects, partners and staff) around Autotask and its products. The ACE is both a customer advocate, and a company champion, and is charged with Communicating, Connecting, Nurturing, and Innovating.
Communicating – The Community Evangelist is responsible for effective communication with Autotask customers through posts the Autotask CommunITy portal, as well as direct phone and e-mail contact. The ACE is also responsible for effective communication with Autotask internal stakeholders relating to the information and insights that are pertinent to them (ie. product improvement insights, support improvement insights, account statuses, customer temperatures).
Connecting – The ACE serves as the “gatekeeper” of the information flow, continually monitoring all posts, and ensuring that they are responded to in a timely fashion. The ACE is responsible for helping to connect the appropriate parties whether it be Customer-to-Autotask Client Services, Customer-to-Autotask Product Management, Customer-to-Customer, Customer-to-Partner, etc.
Nurturing – Nurturing the community means listening, fostering discourse, and welcoming criticism to help Autotask form bonds and long-term relationships with their customers.
Innovating – The ACE needs to be completely familiar with the third-party software (Community Server) that is used as the platform for the Community and stay abreast of technology enhancements that we can deploy to continue to enhance the end-user experience. Community Evangelist will be responsible for managing the Community Portal as a product and setting the vision, direction and roadmap for the community becoming a seamless part of the overall Autotask offering.
Responsibilities:
• Monitor all posts made to the Community ensure they are responded to in a timely fashion, when appropriate, either by writing the post or tapping into other resources within the company to respond.
• Maintain Community content organization by moving posts that have been placed in the wrong threads, providing cross reference links between related posts, and adding keyword tags and polls when missing.
• Produce weekly a “reader’s digest” of Community activity, for both internal reports and blog for all community members.
• Produce regular “featured member” columns based on interviews with customers who are active on the Community.
• Work with Product Management and Product Marketing to ensure that release notes are posted, and linked to relevant existing content, if any.
• Pursue initiatives to welcome and engage new customers to participate in our online community
• Monitor and respond to external industry-related blogs and forums. Find out what customers and prospects are saying, and bring them into the Community as new topics when appropriate.
• Recognizing outstanding contributions to the community by individual members, and rewarding that behavior with thank you posts, personal notes, and small gifts when appropriate.
• Work with our marketing department’s design and engineering teams to keep the Community fresh, with new content, features and integrations with our core product.
• Interact with marketing/client services/training to promote Autotask features and benefits to the community. This would include product releases, events, press releases, drip marketing, Autotask.com updates, etc.
• Participate in the planning, development and execution of the company’s Autotask Community LIVE event
• Monitor key Community performance indicators, and provide weekly reports to chief marketing officer.
• Some travel to industry events and/or customers sites.
Qualifications:
• A thorough understanding of social networking/media and community related dynamics, and tools. Prior experience moderating and/or managing a technology community is important
• Exceptional written and oral communication skills and the ability to successfully interact and work with individuals across multiple departments
• Terrific interpersonal skills, with a good sense of humor, and wit
• Analytical mind with the ability to absorb technical material
• Strong organizational skills and attention to detail
• Experience with IT Services, Managed Service Providers, and/or outsourced IT Consultants is a major plus
Education Requirements:
An undergraduate degree is required

Apply to: jobs@autotask.com