Job Description

Position Title: Community Experience Liaison

Department: Client Success

Reports To: Vice President, Client Success

Location: Remote (Calgary, AB)

COMPANY OVERVIEW

Beyond Providing a Dynamically Comprehensive Marketing Automation Tool

One of the primary challenges facing modern-day businesses is determining exactly what marketing efforts are working for them, and where they need to improve. Indeed, at the end of the day, the term "marketing" needs to translate into tangible results that sales teams, managers and others can see and measure...and that's precisely where we come in.

Based in Canada with a primary office in Calgary, Alberta -- and boasting clients hailing from all over the world -- ActiveDEMAND is the company behind the highly successful ActiveDEMAND marketing automation platform, considered our flagship offering. ActiveDEMAND started as a digital marketing agency with a vision: build a modern tool set for the multi-client marketer. ActiveDEMAND was launched in 2012 and though its' conceptualization has been materializing since 2005. Since 2002, the founders have constructed a plethora of tools and systems to not only effectively market products and services, but to bridge the gap between marketing and sales.

The

Community Experience Liaison

will build and nurture a strong, engaged community for our business clients. This role involves designing and executing a variety of virtual and in-person events and initiatives that foster collaboration, facilitate knowledge-sharing, and deepen client relationships with our brand.

JOB SUMMARY

Reporting to the Vice President of Client Success, the

Community Experience Liaison

is responsible for building and maintaining a strong, engaged community for our business clients. This position is also responsible for designing and executing a variety of virtual and in-person events for the purpose of fostering collaboration, facilitating opportunities for knowledge sharing, and deepening client relationships with ActiveDEMAND's brand.

RESPONSIBILITIES AND ACCOUNTABILITIES

Held accountable for the outcome of the:

Providing Weekly Progress Reports on key community metrics, such as engagement rates, growth, and client sentiment.
The key responsibilities of the Community Experience Liaison include:

Leading community strategy and development initiatives. Overseeing all aspects of event planning and execution. Promoting and maintaining client engagement and advocacy. Creating and executing opportunities for content and knowledge-sharing with our clients. Providing feedback and insight to our clients to ensure satisfaction with ActiveDEMAND's products and services. Providing crisis management when required to increase and maintain client retention rates. Implementing a strategic plan to build, grow, and nurture a vibrant and engaged community of our clients. Identifying and implementing the best platforms and channels for community interaction, including online forums, dedicated Slack or Discord channels, social media groups, etc. Establishing and enforcing community guidelines to ensure a positive, respectful, and productive environment for our clients. Designing, organizing, and managing a calendar of community events, both virtual and in-person, including webinars, user meetups, Q&A sessions with product teams, and virtual networking events. Coordinating with internal teams (Marketing, Product, Sales) and external partners to ensure the successful execution of events. Promoting events for the client community and tracking attendance and engagement. Acting as the primary point of contact and "voice of the brand" within the client community. Actively engaging with community members, fostering discussions, and building relationships to increase a sense of belonging and loyalty. Welcoming and onboarding new clients to the community, helping them connect with other users and find value within the platform. Identifying and cultivating brand advocates and super-users who can help mentor and assist other clients. Collaborating with content and marketing teams to create and curate valuable content for the community, including blog posts, tutorials, case studies, and user-generated content. Moderating discussions and managing a knowledge base or resource center within the community to help clients find answers to their questions. Serving as the crucial link between the client community and internal teams (Product, Engineering, Customer Success). Collecting, analyzing, and reporting on client feedback, pain points, and feature requests to inform product development and strategic business decisions. Proactively monitoring community channels for potential conflicts or negative feedback. Addressing and de-escalating issues in a timely and professional manner to protect the brand's reputation and maintain a positive community atmosphere.

ACTIVEDEMAND AMBASSADOR

As a member reporting to the ActiveDEMAND Team it is expected that all positions act professionally both inside and outside the company.

The responsibilities of an ActiveDEMAND Ambassador include:

Internal and external networking; Forming professional relationships with external people, including customers, suppliers, partners, and other business associates. Building healthy, internal relationships with the ActiveDEMAND team, across the entire company, and across all levels of management. Focusing on total quality management in every task regardless of size and importance. Demonstrating continuous improvement of yourself, others, and ActiveDEMAND as an organization. Seeking professional development on an ongoing basis to grow professionally and contribute more to ActiveDEMAND by taking control of your career path. Leading and empowering your direct reports to be leaders whenever possible. Understanding, applying, and following ActiveDEMAND's policies and procedures. Respecting others' time by planning in advance and keeping an on-time schedule. Striving to communicate clearly and effectively, which includes knowing when to use email, the telephone, or meeting in person. Maintaining a healthy work ethic and taking pride in your work.

QUALIFICATIONS

Education and Experience:

Degree or Diploma in Business, Marketing, or related field. 1 - 3 years of account management experience. 1 - 3 years of experience working in a customer and/or client-facing role, preferably within a Business to Business (B2B) company. Experience planning and executing events is considered an asset. Experience in senior living or industry knowledge is considered an asset.

Skills and Knowledge:

Strong understanding of customer/client service strategies and account management. Outstanding, engaging, and proactive customer service skills. Demonstrated ability to plan and execute events, both virtually and in-person. Ability to handle complex escalations and challenging issues; exceptional problem-solving and critical thinking skills. Ability to analyze data and client needs to develop growth strategies and drive revenue expansion. Ability to work collaboratively with colleagues and team members to create a results-driven, team-oriented environment. Excellent verbal and written communication with team members and clients, including effective public speaking skills and presence. Ability to cope with conflicting demands and prioritize tasks. Outstanding organizational skills and exceptional attention to detail.

CORE COMPETENCIES

Leadership

- communicates goals and objectives to others; able to lead, mentor, and motivate the team toward success.

Integrity

- demonstrates a commitment to ethical principles and ActiveDEMAND's values; raises and addresses ethical concerns or issues when appropriate; follows through on commitments and implied agreements; takes ownership.

Goal-Oriented

- sets, pursues and follows through with achieving goals; persists despite obstacles, dissatisfied with average performance.

Teamwork

- works collaborately with others, demonstrating a commitment to achieve common goals; communicates and engages with the team and clients in an open, friendly, accepting manner; develops positive working relationships with people of diverse levels, backgrounds, and styles.

Analytical and Problem-Solving

- identifies and analyzes issues, problems, and opportunities; determines solutions and action plans by working with the team as needed.

Results-Oriented

- able to learn new skills and assume new responsibilities; demonstrates adaptability and flexibility in overcoming challenging situations; shows resolve in searching for alternative solutions to problems.

WHAT WE OFFER

The opportunity to work with an exciting, innovative, and growing company. Virtual Work from home within Calgary, AB. 2 weeks of vacation. Extended Health Care Coverage, including Vision, Dental, and Prescription Drugs.
We would like to thank all applicants for their interest, however only those selected for an interview will be contacted.

Job Types: Full-time, Permanent

Expected hours: 37.5 per week

Benefits:

Company events Dental care Disability insurance Extended health care Life insurance Paid time off Vision care Work from home
Application question(s):

Are you legally authorized to work in Canada? Do you have experience working in the senior living industry? If so, please explain your background.
Experience:

Account Management: 1 year (preferred)
Location:

Calgary, AB (required)
Work Location: Remote