New Webroot Community Specialist

  • 21 November 2019
  • 10 replies
  • 185 views

Userlevel 5
Badge +13

Hey there Webroot Community,

 

My name is Keenan and starting today I will be the new Webroot Community Specialist. I’m excited to be joining Webroot and look forward to getting to know you better.

 

After looking around at the posts in this community for the past couple days, I’m feeling very good about working with all of you! This seems like a really helpful, wholesome, and dedicated community with a singular goal of connecting and providing solutions. My goal is to take the energy and positivity already present and bring it to the next level! I’m here to grow this community while supporting each and every one of you to the best of my ability. Please always feel free to private message me with suggestions!

 

A little bit about me:

 

I come from a tech support, customer success, and project management background. I have experience supporting B2B as well as end-user client-bases for internationally recognized SaaS businesses. I am passionate about solving both technical and people-oriented challenges. My goal here is to take my previous experience and apply it to this exciting new set of responsibilities.

 

I seek to communicate clearly, efficiently, calmly to each and every one of you. I am a firm believer in solution-oriented dialogue - no personal attacks, no dramatization, and nothing that skirts around the issue at hand. I will be understanding but also firm about moderating discussions to make sure that everyone stays within the community guidelines. I’m here to explore, to have fun, and to help anyone that needs it. My hope is that I can help build this community to even greater heights with all of your help!

 

Once I’ve settled in, you can expect some very interesting initiatives coming from me! I’m planning on organizing community events such as contests and would love to hear any of your ideas about what you’d like to see.

  • Do you want more Webroot-sponsored informational posts?

  • Do you want some online prize-based contests?

  • Do you want to organize an in-person meet-and-greet in Denver?

Let’s continue to make this a positive, enriching space. You are the backbone of what makes our community great and I’m excited to be a part of this journey with you.

 

KH

 


10 replies

Userlevel 7
Badge +55

@khumphrey Welcome to the Webroot Community Forum!

We've waited a long time for a Community Specialist! We're excited for more involvement and positivity with this Forum. Interactions will be extremely important for all of us. 

Thank you for taking this challenge and for working with/for all of us. Hopefully things go smoothly for you and that you can get this Forum up and rolling forward....steam ahead! 😊 

Good luck in this new position! 🙃

Regards, Sherry

@khumphrey Fantastic! Greatly looking forward to interacting with you, :smiley:. Forward and upwards!

Userlevel 7
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Welcome Keenan!

Userlevel 7
Badge +34

Welcome Keenan! :ghost:

Userlevel 7
Badge +48

Welcome Keenan.

Userlevel 7

Welcome Keenan! :relaxed:

Userlevel 5
Badge +9

@khumphrey 

 

Welcome to the forum, and your new position. I wish you success. 

 

I LOVE your stated goal - improving the process of delivering solutions to customers via the forum. Delivering solutions is, after all, a major reason Webroot ‘hosts/finances’ this forum. 

 

I am new here, and am unfamiliar with all of the titles. More to the point, I believe that you, as a “community specialist”, are employed by Webroot. If you do work for Webroot, please continue reading. Conversely, if you do not work for Webroot, just disregard the balance of this post. 

 

You asked for input on “initiatives”. So, I would like to highlight an ‘opportunity for improvement’ that aligns with your overarching goal of improved solution delivery. 

 

The “moderators” and “community leaders”  do an excellent ‘job’ of providing solutions, and we are incredibly fortunate to have them here. Notwithstanding, they cannot, nor should they, replace ‘subject matter experts’ employed by Webroot. In other words, in order to effectively deliver solutions, knowledgeable Webroot staffers need to be monitoring and posting to these forums on a regular basis. Unfortunately, this is not currently happening in the Mac sub-forums. 

 

Please review some of the recent posts in the Mac sub-forum. Your customers clearly need a Mac expert employed by Webroot to assist in resolving issues, not routine ‘re-directs’ to support. Further, see this post, and its embedded links. Even the “moderators” are asking Webroot to assign a “Mac expert” to facilitate solution delivery. They are doing this because they earnestly believe it will produce more productive interactions with customers, as well as encourage retention. 

 

I like some of your “initiative” ideas. However, I consider them to be ‘extras’ (i.e., excitement features ‘layered’ on top of a functioning system).  Pointedly, the underlying system needs some attention first. Specifically, please consider providing the ‘foundational/base’ resources required for the forum to ‘deliver’ on its stated goal of improved solution delivery. Namely, a Mac expert employed by Webroot that monitors and posts these forums as part of ‘his/her’ official job responsibilities. 

Userlevel 5
Badge +13

You asked for input on “initiatives”. So, I would like to highlight an ‘opportunity for improvement’ that aligns with your overarching goal of improved solution delivery. 

 

The “moderators” and “community leaders”  do an excellent ‘job’ of providing solutions, and we are incredibly fortunate to have them here. Notwithstanding, they cannot, nor should they, replace ‘subject matter experts’ employed by Webroot. In other words, in order to effectively deliver solutions, knowledgeable Webroot staffers need to be monitoring and posting to these forums on a regular basis. Unfortunately, this is not currently happening in the Mac sub-forums. 

 

Please review some of the recent posts in the Mac sub-forum. Your customers clearly need a Mac expert employed by Webroot to assist in resolving issues, not routine ‘re-directs’ to support. Further, see this post, and its embedded links. Even the “moderators” are asking Webroot to assign a “Mac expert” to facilitate solution delivery. They are doing this because they earnestly believe it will produce more productive interactions with customers, as well as encourage retention. 

 

I like some of your “initiative” ideas. However, I consider them to be ‘extras’ (i.e., excitement features ‘layered’ on top of a functioning system).  Pointedly, the underlying system needs some attention first. Specifically, please consider providing the ‘foundational/base’ resources required for the forum to ‘deliver’ on its stated goal of improved solution delivery. Namely, a Mac expert employed by Webroot that monitors and posts these forums as part of ‘his/her’ official job responsibilities. 

Hey there @BurnedByCatalina ,

 

Thank you so much for giving such a thoughtful and detailed response! I am indeed a Webroot employee and am tasked, in large part, to get this kind of feedback from our community and bring these asks up the chain-of-command to instigate productive changes. As I’m sure you can understand, I’m still ramping up into my role and will be in a “training” phase for the next 2-4 months. This means that I only have a marginal influence at the moment, but my ability to make changes will accelerate as time goes on. I will add this to a feedback document to review with my manager in the coming days to begin brainstorming how we can meet this request!

 

Please keep this kind of feedback coming! My “Modus Operandi” is to make this community more effective in any way possible, so I welcome any and all productive critique/commentary.

 

-Keenan

Userlevel 5
Badge +9

@khumphrey 

 

Keenan,

 

Thank you for taking the time to respond, and for initiating internal discussions on this issue. I appreciate both.

 

Best of luck with your “training”, and your new ‘role/position’. It is my sincere hope that you will have a positive impact on this forum.

 

Regards,

BurnedByCatalina 

Hey there @BurnedByCatalina ,

Thank you so much for giving such a thoughtful and detailed response! I am indeed a Webroot employee and am tasked, in large part, to get this kind of feedback from our community and bring these asks up the chain-of-command to instigate productive changes. As I’m sure you can understand, I’m still ramping up into my role and will be in a “training” phase for the next 2-4 months. This means that I only have a marginal influence at the moment, but my ability to make changes will accelerate as time goes on. I will add this to a feedback document to review with my manager in the coming days to begin brainstorming how we can meet this request!

Please keep this kind of feedback coming! My “Modus Operandi” is to make this community more effective in any way possible, so I welcome any and all productive critique/commentary.

-Keenan

Sounds great :slight_smile: . Hanging in there in the hope of seeing a productive and responsive interchange on this Community Forum between users and Webroot, looking into the future. Thanks, Keenan, for your comment.

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