Community Manager

We are looking for a Community Manager to oversee and grow our new online Customer Community. This person will have in-depth knowledge and proven success in online community management, preferably for SaaS B2C companies. This person will work in a fast-paced dynamic environment that demands flexibility, high quality and creativity.

The ideal candidate is someone digitally savvy, detail-oriented, shines at cultivating member engagement, has a keen eye for developing fresh content ideas and bringing them to life, has a background in customer support, and loves using data to inform the tactical approach.



You must have the passion and experience to know what it takes to build and nurture a social community and membership program from scratch. As the voice and face of the community, you will work closely with others to create and flawlessly execute programs that encourage participation and brand advocacy, improve our ability to reach new members, and deliver an enhanced support experience to members.

You should have the unique ability to influence and steer member discussions, mitigate brand damage, and keep the community safe and productive for all members;

Responsibilities

Execute community strategy, plans and member programs to grow the membership, drive engagement, and promote meaningful member-to-member interactions
Leverage market analysis, competitive research and customer insights to define our Community platform roadmap
Act as primary point of contact for day-to-day operations of the support community
Collaborate with Customer Care leadership and other organizations to enhance, promote, and align the community experience with corporate objectives
Build, develop, and lead a Community Moderation program - recruit, organize, and guide a team of Super Contributors to answer member questions and drive traffic to the community
Support the development and management of our rewards and incentive programs to motivate and recognize top community performers
Partner with Support, Product, Implementation and Marketing teams to assess and identify relevant content that encourages self-service support and facilitates product adoption
Measure, monitor, and report on the health and growth of the support community; analyze results and design necessary action plans/experiments to meet/exceed KPIs
Partner with Marketing to leverage scheduled live events and webinars to create greater awareness of our events, and ultimately drive more traffic to the support community


Desired Skills and Experience


4+ years social or online community management experience; with proven ability to lead and grow an online member program
4+ years’ experience with SaaS product management, consulting services, and/or technical support
Experience with Reddit Communities, Google Analytics and social technology
Strong knowledge of business applications and automation, ideally in the CRM, Customer Lifecycle Management or Recurring Revenue Management space
Familiarity with personalization and gamification strategies (recognizing high performing customers, utilizing leaderboards, awarding engagement/activity badges)
Analytical, creative, and driven to grow the community and are able to deliver results quickly and work well with others
Experience with social and digital marketing strategies, user experience design, and content development
Must be self-motivated, able to work with minimal supervision and be capable of strategically prioritizing responsibilities in a proactive manner and with good judgment.
Proven ability to build relationships across the company to ensure smooth integration of new programs and technology; proactively seeks feedback and input; actively listens to others
Bachelor’s degree or Equivalent work experience

YOUR DAY:
• 40% having conversations with communities or prospects
• 20% building visibility and credibility as “SWAP Sarah” by attending Twitter chats and moderating our own #Chat
• 15% researching opportunities to connect with new people
• 15% blogging on external sites
• 10% analyzing efforts driving the most traffic
• 10% making friends with everyone on the internet-social media (social butterfly)
Requirements of Community Manager: