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BlackBerry Support Forums Community Manager PDF Print
Written by Sherri Marshall
Wednesday, 10 March 2010
Company Name Research In Motion
Position Type Full-time
Work Remotely No
Job Location Waterloo, Ontario, Canada
Job Description

Research In Motion Limited® (RIM)® is a world leader in the mobile communications market and has a history of developing breakthrough wireless solutions. RIM's portfolio of award-winning products, services and embedded technologies is used by thousands of organizations around the world and includes the BlackBerry® wireless platform, the RIM Wireless HandheldTM product line, software development tools and software/hardware licensing agreements. RIM is seeking driven individuals who can take our wireless data products to the next level in the global wireless market. Are you ready to make a difference in the world of mobile communications with RIM?

 

POSITION SUMMARY

 

As part of the Service Planning Team in the Customer Support Organization, the BlackBerry Support Forums Community Manager will be responsible for building and nurturing the BlackBerry Support community.  The successful candidate will serve as an advocate both internally and within the community.  The Community Manager will ensure community member needs are met and community feedback on products and services helps to drive strategic priorities.  The successful candidate will have experience with BlackBerry products and/or services and be familiar with social media and online communities.

 

The successful candidate will have proven leadership skills, an ability to proactively identify opportunities and quickly implement solutions, a positive attitude and a passion for customers.  Further, the successful candidate will be an exceptional communicator. 

 

RESPONSIBILITIES 

 

The successful candidate's responsibilities will include:

  • Monitor community forums, feedback and answer general community questions or facilitate the response to technical questions through working with internal channels.
  • Monitor and understand current community trends, opinions, concerns, general topics of conversation, etc.
  • Aggregate feedback to form requirements and distribute internally to help define next generation products and services acting as an evangelist on behalf of the community.
  • Foster conversations within the community by effectively communicating with users via blogs and regular posts.
  • Exhibit a savvy and professional persona to online community members via expert written communication skills.
  • Build relationships with cross-functional teams in order to understand their needs and goals, and ensure that the community perspective is being considered.
  • Analyze community data and metrics to determine need for changes in direction, additional promotions, etc.
  • Innovate and develop new tools and channels to allow members to interact with each other and internal employees.
  • Plan and manage both offline and online community events.
  • System administration responsibilities as necessary (permissions, content publishing and other back-end tools).
  • Work with external vendor to roll-out new functionality to community as it becomes available.
  • Develop and maintain strategy and direction for community.
  • Serve as the lead communication liaison during site issues/maintenance between technical groups and the community.
  • Maintain an understanding of trends, feedback and metrics of similar communities external to the organization.
Job Requirements

ESSENTIAL SKILLS AND QUALIFICATIONS

  • Bachelors degree or equivalent.
  • Passion for written communication.
  • Excellent verbal, interpersonal and relationship building skills.
  • BlackBerry Support experience.
  • Demonstrated active involvement in social networking (blogs, communities).
  • Demonstrated skill in a Business Analyst or Marketing Analyst role.
  • Highly developed and influential communication, facilitation and presentation skills at all levels of the business organization.
  • Thrives on a challenge especially under high-pressure circumstances.
  • Strong analytical and organizational skills.
  • Passion for exceptional customer service.

ADDITIONAL ASSETS

  • Multiple language skills.
  • Experience with managing 3rd party vendor relationships.
  • Experience managing an online community.

If you're driven to take wireless technologies to the next level, it's time you join the team at RIM. We offer a challenging environment that fosters creativity and rewards excellence. Employees also have use of our award winning BlackBerry!

© 2010 Research In Motion Limited. All Rights Reserved. The BlackBerry and RIM families of related marks, images and symbols are the exclusive properties of Research In Motion Limited. RIM, BlackBerry, "Always On, Always Connected" and the "envelope in motion" symbol are registered with the U.S. Patent and Trademark Office and may be pending or registered in other countries.


Research In Motion is an Equal Opportunity Employer.

How/Where to Apply:

Interested and qualified candidates are encouraged to submit their application expressing interest by visiting Research In Motion's career site at www.rim.com/careers.

Last update (Wednesday, 10 March 2010)

 

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