Key skills
CCommunication
About this role
Role Overview
- Manage, mentor, train, and guide a team of Community Success Managers
- Take accountability for client outcomes and engage regularly with senior leaders and C-suite executives
- Define, document, and implement community management processes
- Develop and maintain playbooks for Community Success Managers
- Oversee, analyze, and report on retention, engagement, and qualitative customer feedback
- Continuously evaluate and improve processes to enhance support and quality of member contributions
- Build relationships with community members at all levels
- Proactively maintain client relationships and creatively re-engage members
- Oversee the monitoring and moderation of multiple community forums
- Assist members in finding answers and connect them with relevant experts or resources
Requirements
- 5-7 yrs proven experience managing online communities and leading teams
- Demonstrated ability to mentor, train, and guide direct reports
- Experience defining and implementing operational processes and playbooks for community or client success teams
- Excellent communication skills with clear, concise, and confident executive presence
- Superior organizational skills; highly structured and able to prioritize effectively in a fast-paced environment
- Demonstrated resourcefulness in researching, deducing, and finding potential resolutions
- Proficiency in enterprise technology
- Strong analytical skills with experience tracking and interpreting community engagement metrics
Benefits
- Competitive salary
- Generous paid time off policy
- Charity match program
- Medical, Dental & Vision Plans
- Parental Leave
- Employee Assistance Program (EAP)
- 401K matching and more!