Toby Metcalf

Greater Boston Area, Massachusetts United States

Technical Support Community Manager

Technology / Software / Internet

My focus is formalizing PTC Community processes and metrics, increasing support discussions and participation volumes, while building PTC Community into a place where customers can visit to quickly find reliable answers and advice from their peers. •Grew PTC Community answer rate from 30% to 40% •Created the Community Contributor job model along with training modules •Designed and implemented our MVP program: "Community Champions" •Utilize Hootsuite, Twitter, and LinkedIn to successfully market and drive traffic to PTC Community: results tracked via Google Analytics. •Establised a PTC Technical Support "Social Face"