Senior Community Programs Manager / Contract / Remote

Our client, the leader in the SaaS Identity space has an outstanding contract Senior Community Programs Manager opportunity to join their dynamic team. This is a fully remote role.

As the Sr. Community Programs Manager you are the evangelist and represent the voice of the community. Will design and build programs to leverage the community in meeting company goals:

• The community will be the single destination for existing customers and partners to consume the latest information about our client (new product announcements and releases, adoption best practices, support/security issues, end of life notices, etc) and their customer life cycle journey.
• Provide customers and partners with a robust self service online experience where they reduce dependence on case-based interactions with the global support team.
• Allow customers and partners to provide input into our client's product roadmaps
• Foster and enable community experts and leaders to contribute to customers' success and their online experience.

Contract Duration: 6-Months

Required Skills & Experience

• Strong project/program management experience (~5 years).
• Bachelors Degree or equivalent work 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.
• Comfortable in a fast paced/dynamically changing environment
• Proven ability to execute tasks with high quality and within time constraints
• 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 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.
• Communication: Communication skills and written English are excellent, and you have a natural ability to motivate people to engage.
• Great Presentation skills
• Strong interpersonal skills.
• Social Awareness: You are passionate and deeply curious about the community industry, and have an excellent understanding of the challenges that community professionals face
• Emotional Intelligence: You bring your unique personal voice and passion into your work. You're passionate about what makes online communities stick.
• Empathy-centered: You bring positive, empathetic, and level-headed energy to the a team environment, interactions, and communities you manage that energizes, and can thoughtfully manage conflict when it arises. You are passionate about ensuring the community is welcoming, supportive, engage, and connect all participants and members.
• Proactive Contributor: You are a talented relationship builder, successful in developing strong ties among cross functional partnerships, team members and between community members and community team.
• Creative: You're creative and are comfortable experimenting with new ideas and approaches for connection and engagement.
• Bachelors Degree or equivalent work experience

Desired Skills & Experience

• 3+ years Community Management experience preferred
• Experience with Salesforce, Khoros, or other community platforms desirable
• Experience with Salesforce, Khoros, or other community platforms desirable

What You Will Be Doing
Daily Responsibilities

• Build cross-functional community management framework and efficiencies via partnerships with Product, Support, Business Technology Marketing, Customer Success and various client teams. (example: community influence on product roadmap)
• Strategic Support: Assisting in the development of engagement strategy to define, discover, and engage new and inactive members. Assists with the roadmap outline for client community growth and adaptation.
• Community engagement: Building and facilitating relationships with community members, engaging daily within the client Customer Community to increase activity. This is conducted through Slack, Facebook, Twitter and the community platform.
• Drive membership & engagement in the community via engaging content, discussions forums, groups, campaigns, events, social care channels, etc.
• Onboarding Support: Help to improve onboarding experience by increasing activation rate amongst new members.
• 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 community safe and inclusive. Establish and tune moderation and support/escalation processes.
• Supervise topic-based discussions to ensure resolution of technical challenges that have been raised through community and social media channels.
• Identify opportunities to "reduce the friction" and motivate customers to engage self-service or peer-based support options (e.g., Community Forums) first before submitting cases.
• Identify and develop expert and MVP member programs building a strong community of brand advocates and technical evangelists.
• Drive knowledge base articles and various content creation directed towards customer inquiries from the client community.
• Reporting: Tracking and reporting community activity and KPIs using internal and external dashboards. Identifying successful metrics and analytical trends. Develop/distribute regular leadership reports for business reviews.
• Analyze data and surface insights from the community to advocate on behalf of customers, drive decision making to improve products and processes, and drive long term customer and partner loyalty.
• Be a liaison with the Customer Marketing team to coordinate overall social media and community engagement and interactions.