We welcome applicants who are also open to working remote, except Colorado.
e-Builder, A Trimble Company, is searching for the right person to join our team as a Client Experience & Community Manager. If your mission is to help organizations like our clients use software to succeed, then read on.
Founded in 1995 and based in Sunrise, Florida, e-Builder, a Trimble Company, is the pioneer of a fully integrated, cloud-based construction management software. Our client list reads as the "who's, who" in all our vertical markets: Facebook, Caltech, INOVA Healthcare, and Chicago Transit Authority - to name just a few - . As one of the fastest growing companies in South Florida, we are proud to be named a 'Florida Company to Watch,' to be nominated as one of South Florida's best places to work and have our CEO named South Florida Business Journal's Ultimate CEO. We're excited to find innovative ways to combine technology with construction with a fun work environment. To learn more about our award-winning organization and corporate culture visit
As a Client Experience & Community Manager at e-Builder, you will work cross functionally to build and execute a strategic plan to drive client engagement, improve self-service resources and improve overall client satisfaction.
What you'll do:
Build and execute strategy to drive client engagement in both owner and contractor communities as measured by daily community logins
Actively interact with participants of the live forum
Partner with marketing and other subject matter experts to generate training, content, and other user events
Optimize user experience to drive form submissions vs. emails for technical support cases
Improve content to increase self-service and reduce overall case volume
Review and approve knowledge articles to ensure accuracy before being visible to clients
Maintain all content within community pages
Develop processes to improve/increase usage of community
Be subject matter expert for all aspects of community including tools from Salesforce
Build and execute strategy to incorporate Chat and Chat Bots
Organize and/or lead client webinars
Primary measures: Community usage, case deflection, surveys
What we are looking for:
Must have a minimum of 2 years in mission critical software as a solution client facing role such as Customer Success, Call Center Operations, or Community Management
Experience building and executing strategic plans focused on driving industry leading client experiences as measured by NPS surveys
Prefer, but not required to have a minimum of 2 years in experience in construction project management
Experience managing and optimizing online communities preferred
Experience working with complex, multi-divisional, enterprise organizations
Superior verbal and written communication skills
Ability to understand and solve complicated problems
Strong sense of urgency with a solutions-oriented mindset
Experience working with cross-functional teams such as technical support, product, account management, and marketing.
Willingness to occasionally travel to visit clients
If you can accomplish the above, then you have what it takes to be a successful Client Experience & Community Manager here at e-Builder!
We are an Equal Opportunity Employer and a Drug-Free Workplace
Trimble Inc. is proud to be an Equal Opportunity and Affirmative Action Employer and considers qualified applicants for employment without regard to race, gender, age, color, religion, national origin, marital status, disability, sexual orientation, status as a covered veteran in accordance with applicable federal, state and local laws, or any other protected factor. EOE/M/F/V/D
It is Trimble's policy that candidates are entitled to equal employment opportunities without regard to race, color, religion, sex, national origin, age, marital or veteran status, sexual orientation or the presence of a medical condition or disability.