Product Support Community Leader
Rockwell Automation
full-time
Posted on:
Location Type: Hybrid
Location: Milwaukee • Ohio, Wisconsin • 🇺🇸 United States
Visit company websiteJob Level
Senior
About the role
- Driving execution of the overall Community support roadmap and ensuring alignment with corporate priorities.
- Executing corporate objectives in alignment with the key performance indicators (KPI) for the community.
- Baseline customer requirements to ensure ongoing we deliver Community Support that meets and exceeds customer expectations.
- Monitor community metrics (containment, response rates, unanswered, deflections, engagement, growth, sentiment) and provide regular reports with insights and recommendations.
- Bring Community strategy to integrate and align with Partners, System Integrators, Tech Partners, Distributors, and OEMs.
- Manage community support tools to lead scalability with machine language learning federated search (including GenAI), AI productivity tooling including Agentic AI, community platform support functionality, self-service, and automation.
- Lead customer enablement through adoption of the Online Community Platform.
- Ensure a great community support experience, enforce community guidelines, address customer needs, manage conflict, spam moderation, and ensure a safe and respectful environment for all members.
- Develop and implement strategies to grow peer-to-peer community support and customer engagement.
- Collaborate with marketing and content teams (KCS - Knowledge Centered Services) to create and share engaging content tailored to the community's interests and needs.
- Act as the voice of the community internally by sharing user feedback with product, support, and marketing teams.
- Organize and host both in-person and virtual Community events to boost engagement, meet customer needs, and grow peer-to-peer community support.
Requirements
- Bachelors degree
- Legal authorization to work in the U.S.
- The ability to travel up to 20% of the time.
- 5+ years of experience, collaborating with cross-functional teams.
- Hands-on experience working in a customer-facing support role
- 5+ years in roles such as product marketing, product advocacy, customer success, or sales enablement.
- Experience leading projects both directly and through influence, with an emphasis on collaboration.
Benefits
- Health Insurance including Medical, Dental and Vision
- 401k
- Paid Time off
- Parental and Caregiver Leave
- Flexible Work Schedule where you will work with your manager to enjoy a work schedule that can be flexible with your personal life.
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
machine learningAI productivity toolingcommunity platform supportself-serviceautomationcustomer metrics monitoringKPI executionpeer-to-peer community supportcontent creationconflict management
Soft skills
collaborationcustomer engagementcommunicationleadershipstrategic thinkingproblem-solvingevent organizationcustomer advocacyinfluenceguideline enforcement
Certifications
Bachelor's degree