Company: Alteryx Company background: As a global leader in analytic process automation (APA), Alteryx unifies analytics, data science and business process automation in one, end-to-end platform to accelerate digital transformation. Organizations of all sizes, all over the world, rely on the Alteryx Analytic Process Automation Platform to deliver high-impact business outcomes and the rapid upskilling of their modern workforce. Contact: Trey Waddell Title: Senior Manager, Community Development & Operations Related URLs: https://community.alteryx.com/?category.id=external Kudos Category: Best-in-Class: Community The last year has been an unprecedented year for many reasons, and the Alteryx Community proactively undertook several initiatives to help our customers and the wider analytics community. First, we launched the Virtual Solution Center (VSC) on the community. The VSC provides free consulting sessions to Alteryx customers and prospects from a team of over 100 engineers and architects. Year-to-date, we've had over 3826 sessions booked by clients through the community. In addition, Alteryx rolled out the ADAPT (Advancing Data and Analytics Potential Together) program, offering free software licenses, training and in-demand certifications via the Alteryx Community to people who found themselves out of work due to the COVID-19 pandemic. To date, we've up-skilled over 13,500 individuals across more than 155 countries, with over 660 of those folks achieving core certification. These accomplishments have all the hallmarks of effective teamwork and laser focus on the end user community. One thing that makes Alteryx unique is that the executive team (up to and including the CEO) has been incredibly supportive since day one and continues to preach the importance of a vibrant community. That support shines through in the consistently high outcomes in critical Customer Success and Support KPIs: 85%+ support case deflection rate, 80%+ resolution rate (#1 across Khoros communities), and 75%+ global CSAT score among users. Further, the Alteryx Community has proven to positively influence new and expanding business goals in Sales & Marketing. Finally, the Alteryx CommuniTEAM takes care of it’s own. Over the last year, our growth strategy has allowed us to hire a dedicated Community Operations Analyst to analyze community data, and provide it to our various community teams to make informed decisions. We also recently hired a Program Manager dedicated to managing our ACE (Alteryx Certified Expert / Super User program), as Alteryx knows the value of such programs. We also secured 7 promotions across our Community team, and continue to both hire from within and promote internally by up-skilling members of the Community team. The Alteryx Community truly exudes the meaning of community. Coming together, working towards a common goal, supporting others, and giving back.
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Everyone: What are your favorite apps/tools you use to stay organized or increase productivity? Everyone: What's your favorite community? John + Javier: How do you keep documentation and content updated, especially in large volumes? Julie: You have a good team of stakeholders across the company. How did you get buy-in from other departments and what suggestions do you have for other Community Managers looking to do the same? Andy: How do you ramp-up new moderators and team members? Do you have documented training or do you do live training for each new moderator? For the remote folks: How do you both connect with one another and connect with the company being that you are remote? Everyone: What is your favorite community group or resource (i.e. Community Roundtable, CMX, etc.) - if you have one? Brian: What's the most complex or complicated problem you've helped a customer resolve and how did you tackle it? Javier: Your support team is very involved in the community providing expert answers to your customers. Do you have any suggestions for getting buy-in/participation from the support team on the community for other customers who are looking to do the same?
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