Location: Gilbert, AZ (suburb of Phoenix)
Company Overview:
Infusion Software is a CRM provider that liberates and empowers small businesses by putting their marketing, sales and customer service on auto-pilot! Our web-based software centralizes, organizes and automates lead generation, lead conversion and client fulfillment for small businesses. Unlike other CRM software available on the market today, Infusion CRM is a comprehensive, active CRM built specifically for marketers, entrepreneurs and successful small businesses that recognize marketing and automation are necessary to quick and profitable growth.
Why work for us?
Infusion Software has been recognized for its continued growth and great working environment.
- Ranked number 10 for revenue growth among software companies worldwide on Software Magazine’s 25th Annual Software 500 list with 125% growth from 2005 to 2006
- Ranked in Inc. Magazine’s list of 500 fastest growing private companies in America
- Recipient of Spirit of Enterprise Award from the W.P. Carey School of Business at ASU
- Named “Top Arizona Company to Watch” by the Arizona Small Business Association
- Recipient of 2007 CRM Excellence Award for “Top Small Business Marketing Software”
- Named one of the “Best Places to Work” by Phoenix Business Journal
Job Description:
Infusion Software is seeking a full-time Community Manager (CM) to work on the Operations team in our Gilbert, Arizona office. The CM will lead the Knowledge Base (KB) strategy and the User Community strategy across the company and across our client base.
Responsibilities:
- identify and document KB needs and requirements (including technical, design, functional, integration, etc)
- Identify and document user community needs and requirements
- Provide detailed analysis of different potential KB solutions
- Provide detailed analysis of different user community solutions
- Integrate the KB and the user community with other tools such as our Infusion CRM (our core product) and our user community among others
- Drive critical activities such as branding of the KB and user community, measuring and increasing usage of the KB, and measuring and increasing satisfaction of the KB and user community
- Organize and structure the KB in such a way that information is easy to find and is presented to the end user in a logical format
- Organize the KB and the user community to align with Infusion Software’s small business building blocks
- Constantly audit existing KB materials to make sure they are current and applicable
- Create material (written, video, webinars, etc.) as necessary to keep the KB up-to-date and applicable (e.g. when there are patches or new feature releases)
- Develop a QA process to ensure all material that goes into the KB is correct and accurate
- Identify technical solutions to enhance current KB-related and user-community processes and procedures
- Identify risks, issues and resolutions for escalation and follow-up
- Adhere to internal processes / procedures and actively seek for improvement
Skills and Certifications:
- Advanced computer skills experience (Required)
- HTML Knowledge (Required)
- Database/Internet Knowledge, (Required)
- Captivate/Camtasia training software or equivalent (Highly Desireable)
- Must work quickly to gain an exceptional understanding of the Infusion CRM
- Ability to prioritize tasks and activities
- Proven ability to meet deadlines and due dates
- Strong interpersonal skills and the ability to foster strong relationships and work within a team environment
- Self-starter with the ability to work well independently
- Ability to grasp technical concepts quickly
- Detail-oriented
- Flexible
- Ability to work in rapidly changing atmosphere
Education:
- High School Diploma or Equivalent (Required)
- College or University (Preferred)
- Enthusiasm and strong work ethic (Required)
We Provide:
- A fun yet challenging work environment
- New hire training
- 100% paid employee health benefits
- 401(k)
- Contests, giveaways and incentives
- 2 weeks paid vacation the first year
- Paid holidays
- Abbreviated Friday hours (office closes at 2:30pm)
- Stocked kitchen
Compensation:
This is a full-time salaried position, Monday through Friday. Salary will range depending based on experience.