| Description | Responsibilities: Build cross-functional community management framework and efficiencies via partnerships with Product Support Business Technology Marketing Customer Success and various Client’s teams. (example: community influence on product roadmap). Drive membership & engagement in the community via engaging content discussions forums groups campaigns events social care channels etc. Community Engagement: Building and facilitating relationships with community members engaging daily within the Client’s Customer Community to increase activity. This is conducted through Slack Facebook Twitter and the community platform. Campaign Engagement: Design and assist on communications and email campaigns to activate and engage members of the community through our platforms and social media. Reaching out to passive members to assist with increasing monthly active members and usage. Build internal and external feedback loops for program improvement Community Online Moderation: Working alongside moderators answering questions resolving conflicts and reviewing spam. Ensuring that community guidelines and values are being met to keep the Client’s community safe and inclusive. Establish and tune moderation and support/escalation processes. Skills Required: Strong project/program management experience. 3+ years Community Management experience. Experience working in an enterprise environment with remote teams. Strong comfort with technology and experience working with technical teams. Familiarity with product support and product development technologies and processes. Data driven approach to decision-making and program design. Working operational knowledge and understanding of online community platform moderation tools (Forums Blogs Photo Uploads Commenting etc.). Experience with Salesforce Khoros or other community platforms. Experience with major social media platforms (LinkedIn YouTube Facebook Twitter Jive) and experience executing best practices either on your own behalf or on behalf of a brand. Great Presentation skills Strong interpersonal skills. |