Community Group Coordinator

| Indianapolis, IN
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Job Category
Operations

Job Details

Role Description:

As a member of our Community Group Help team, you will be responsible for interacting with the Trailblazer community on a daily basis and supporting the ongoing operations of the Trailblazer Community Group & MVP Programs. You will manage incoming inquiries and assist Community Group Leaders (CGLs) with questions related to the onboarding/offboarding experience, meeting swag requests, reimbursement assistance, resource provisioning, and all other aspects of the program. Additionally, you will assist with various program communications, using Slack (internal and external messaging tool), and the online Trailblazer Community.

Responsibilities:

  • Respond to and troubleshoot customer support inquiries related to the Trailblazer Community including online community and programs (CGLs & MVPs)
  • Work closely with various stakeholders both internal and external to support and resolve issues faced by customers
  • Maintain high performance as measured by SLA attainment, CSAT surveys and case metrics
  • Support the Trailblazer Community team as needed for program development and additional projects
  • Create and run reports to track the status of support provided to customers of the Trailblazer Community Program and report results to stakeholders
  • Assist with overall Community Group Help program communication, using various direct and social media channels
  • Troubleshooting and deactivating spam in the online community
  • Execute the technical onboarding/offboarding of Community Group Leaders
  • Cross-training on Credential Help to be able to assist Trailblazers as needed for consistently high performance and overall team case metrics

Required Skills/Experience:

  • Bachelor's degree, or equivalent experience
  • 2+ years of experience coordinating projects and/or resources in a corporate environment
  • Highly organized with excellent attention to detail
  • Excellent written and verbal communication skills
  • Ability to prioritize and balance multiple tasks and ongoing projects; ability to estimate the time required to complete projects and meet deadlines; ability to report on progress against tasks and projects
  • Proven ability to meet project timelines with quality results
  • Proven ability to understand complex processes and problem-solve
  • Ability to learn new tools and processes quickly and apply skills to projects

Desired Skills:

  • Experience in a direct Customer-facing role(s)
  • Demonstrated skills in identifying problems and creating/recommending solutions
  • Experience with Salesforce or other Customer Relationship Management (CRM) applications

Accommodations

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More Information on Salesforce
Salesforce operates in the Cloud industry. The company is located in San Francisco, CA, Atlanta, GA, Chicago, IL, Burlington, MA and Dallas, TX. It has 59679 total employees. It offers perks and benefits such as Flexible Spending Account (FSA), Disability insurance, Dental insurance, Vision insurance, Health insurance and Life insurance. To see all jobs at Salesforce, click here.
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