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The Role

The Customer Community Specialist position is a hybrid role; this person will be expected to come into the Chicago once a week, on Wednesdays.

We are seeking an enthusiastic candidate with a passion for bringing customers together to help elevate our customer community and program brand presence, create a high-touch customer experience, and plan high-quality events. This involves project management, including timelines and critical path management and top-notch execution.

The Customer Community Specialist is responsible for working on initiatives related to our customer community program known as ENGAGE. The Customer Engagement Specialist will assist in planning and executing virtual customer events and in person user groups, identifying and building customer stories and connecting the community - this role is integral to customer success at Fusion.

The Customer Community Specialist heavily interacts with customers, including scheduling and leading status calls and meetings. The position requires extreme attention to detail and a high level of customer focus. The role will also closely collaborate with other marketing team members, customer success team members, internal stakeholders, executives, and vendors, as well as prospective customers and partners.

About Our Customer Program

ENGAGE is Fusion’s user community, including operational resilience, risk management, third-party risk management, information technology and security risk, business continuity and disaster recovery and crisis and incident management practitioners from all over the world.

The community has over 400 organizations and 1,000 active users. Together, we drive organizations, teams, and careers forward by expanding what is possible with Fusion. Among the numerous exclusive benefits of the community, Fusion users can exchange ideas, expand their network, and be informed about product enhancements and capabilities.

Key Responsibilities

• Work closely with the SVP, Customer Engagement to plan and deliver high quality customer events (both virtual and in person):
• Assist in creating and maintaining calendar of customer events.
• Assist in project management of the full lifecycle of events - campaign creation, promotion, registration, attendance, and post event reporting.
• Collaborate cross functionally to assist with speakers, scheduling, content, and supporting assets for customer events.
• Assist in the full lifecycle of speaker sourcing, content development, social posts and thank you's.
• Coordinate internal event prep meetings with Fusion attendees – prepare and update prep all documentation and checklists.
• Assist with event production – host zoom webinars, coordination and orchestration of event flow and speakers.
• Develop and report effective metrics around customer events, measure and optimize event activities.
• Assist in customer community collaboration activities such as community welcome calls, content direction and maintaining contact information.
• Maintain files in Fusion’s internal and external content management systems, including Pardot, Highspot and Sharepoint etc.
• Monitor the Engage Program shared inbox – respond to client requests in a timely fashion.
• Develop and support monthly customer communication emails in coordination with the Marketing team.
• Collaborate with the SVP of Customer Engagement to maintain Fusion Central (customer portal) with a focus on user engagement and content production.
• Work closely with Marketing to identify and produce customer stories for case studies, blogs, testimonials, etc.
• Develop and implement new initiatives to improve our customer community experience.