Passionate about fostering customer communities? Collaborate with internal and external stakeholders to set a vision, develop engagement programs, and lead a team of moderators. Leverage data analytics to assess community health, demonstrate its impact on key metrics, and influence roadmap decisions. Your role as a self-starter in building programs from the ground up will be pivotal in empowering customers at scale and establishing a strong community presence. If you’re up for the challenge of shaping customer engagement and community growth, this role offers an exciting opportunity.
From ad:
To be successful in this role, you must be a motivated self-starter, enjoy building programs from the ground up, and have a knack for compelling a wide range of internal and external stakeholders to take action. Experience managing a new community, launching community programs, and demonstrating community growth and ROI over time is a plus.
What You’ll Do:
- Take the helm as the manager of the newly launched CrowdStrike community built on the Gainsight DigitalHub platform.
- Set an overall vision for the community and evangelize both internally and externally.
- Depending on your level of industry knowledge, you may be an active moderator, and possibly the #1 participant in the community.
- Lead a team of internal moderators who have volunteered to monitor the community on a part-time basis. Drive informal community participation across customer facing teams.
- Develop, launch and maintain external programs that drive customer and partner engagement in the community. E.g. a Community Super User program.
- Build cross-functional partnerships and initiatives to expand the impact of the community.
- Leverage data analytics to establish KPIs and assess the health of the community. Identify then act on areas for improvement and growth.
- Demonstrate the correlation between community activity and key business metrics like Support Case Deflection. Report out to the business on an ongoing basis.
- Ownership of community platform roadmap and active role in overseeing delivery of new functionality. Including making devless configuration changes on your own, and working with IT and Operations teams for technical enhancements.
What You’ll Need:
- You have 2+ years of experience working as an online community manager or 4+ years in a similar customer-facing role
- Experience planning and leading customer initiatives
- Strong written and verbal communication skills. As demonstrated by your ability to deliver compelling presentations, create engaging community content, and develop documentation/ training materials, for both internal and external audiences.
- Excellent creative thinking, problem solving, project management, interpersonal and organizational skills
- Ability to prioritize multiple projects and varying stakeholder objectives.
- Proven track record of data driven decision making
- Community platform administration experience
- Saas and B2B experience preferred
Bonus if you have..
- Experience working in GainSight Digital Hub (fka InSided)
- Cybersecurity knowledge