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Community Support Manager - Salesforce

Location:

Lowell - Massachusetts - USA

Function:

Marketing

Ref #:

2019000787
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Description

The Community Support Manager has product support and product management responsibility for the Salesforce.com Community Cloud instances for Kronos. The position involves identifying and defining functional requirements to be delivered as a feature set in product releases, managing incidents and enhancement requests, and requires close interaction with Kronos IT Business Analysts, internal business stakeholders, key customer and partner community members, and third-party development resources. A strong technical/Salesforce.com background is required.
• Maintain Kronos community instances using Salesforce Community Builder, HTML and CSS
• Create/configure/manage community page layouts designed for different business profiles and audiences
• Design, review with business stakeholders, test and deploy approved content changes to community instances
• Rationalize/maintain list of topics (tags) for the community
• Provide first-level support to internal and external community users, responding to inquiries from the community, Chatter, email, and the community@kronos.com mailbox
• Evaluate upcoming Salesforce releases (3x/yr) and plan for deployment of prioritized features
• Collaborate with IT or third-party contractors to define and estimate technical solutions using best practices
• Ensure that project schedule and timeline is in alignment with business and implementation goals and requirements and make adjustments to meet business goals when necessary
• Ensure that all changes to systems are tested to ensure compliance of software changes with business requirements.
• Develop/provide regular and ad-hoc community analytics (KPI’s/Metrics/Custom Reports/Dashboards) using Salesforce, Google Analytics, PowerBI, etc.
• Manage Polls/Surveys to measure community member experience and sentiment
• Demonstrate and provide training on community features, business challenges and solutions to internal and external stakeholders

Qualifications

• Bachelor’s Degree or higher in Management Information Systems or related field
• At least 2 years’ experience delivering solutions for Portals/Communities on the Salesforce Community Cloud platform
• At least 2 years’ experience developing Salesforce reports and dashboards
• At least 2 years’ experience with HTML and CSS
• Strong ability to translate functional requirements into technical specifications
• Strong communication skills to interface with various technology teams and business stakeholders
• Certified Salesforce Administrator and/or Certified Salesforce Developer a plus
• Ability to create workflows and other Salesforce process automation a plus
• UI/UX experience a plus
• Google Analytics, Cognos, PowerBI experience a plus
• Online community management experience a plus

Corporate overview

You’re empowered when you’re a Kronite. 

Want to be part of an elite group of highly skilled professionals? We think our employees are a special group of talented, energetic, and innovative people. And for that reason, we refer to ourselves as Kronites. Kronites care about more than just work. We recognize the need to maintain a healthy work-life balance – to live inspired. In fact, it’s expected! You’ll soon learn that we take work and fun seriously. No matter what position you hold at Kronos, you’re a Kronite. And we want you to feel like you have the power to make a difference in your life and the lives of others, at work and beyond. Want to learn more about our culture? Follow us on Twitter @work4kronos. #MyWorkInspired

Kronos is a global provider of workforce management and human capital management cloud solutions. Kronos’ industry-specific workforce applications are purpose built for businesses, healthcare providers, educational institutions and government agencies of all sizes. Tens of thousands of organizations – including half of the Fortune 1000® - and more than 40 million people in over 100 countries use Kronos every day. 

EEO Statement

Kronos is proud to be an equal opportunity employer and is committed to maintaining a diverse and inclusive work environment. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, physical or mental disability, age, or veteran status or any other basis protected by federal, state, or local law.