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Customer Community Manager

volparahealth.com
volparahealth.com
Job Functions:
Customer Service
Locations:
United States; Remote
Posted on:
01/14/2022
Purpose As our first Customer Community Manager, you will bring our digital community to life for our B2B customers. The Community Manager will be responsible for creating an engaging community for our members, fostering the community from the ground up, the day-to-day operations of the community, and will work with Customer Success, Sales, Marketing, and Product teams to drive engagement and best practices. The ideal candidate has marketing experience at a high-growth start-up and has previously managed an online community for a SaaS company. Responsibilities - Lead the strategy to define, build and launch an online customer community coordinating with key stakeholders to ensure effectiveness and sustainability. - Partner with x-functional teams to create, review, curate, and upload engaging content and maintain community content calendar. - Produce, organize, and execute virtual events that connect members to experts, educational resources, and each other. - Moderate and respond to questions, comments, and general feedback within the community, responding to community members when required, removing feedback that does not fall in line with community rules, and bridging communication between community members and SMEs where relevant. - Establish community benchmarks and metrics, track usage, prepare regular analytics reports on the effectiveness of the community, and provide recommendations for improvement. - Administer the community, including user account management, improvements of features and functions, and provide technical support to members. - Collect, quantify & communicate product-related challenges to be considered by product and engineering for future development. Competencies - Customer Focus . Is dedicated to meeting the expectations and requirements of internal and external customers; Obtains first-hand customer input to help direct improvements in products and services (i.e., financial planning, reporting and strategy); Acts with customer satisfaction in mind; Establishes and maintains effective relationships with customers and gains their trust and respect.  - Peer Relationships . Works to quickly find common ground and resolve issues for the good of all; Can represent his/her own interests and yet be fair to other groups; Can solve problems with peers with a minimum of disruption; Is seen as a team player, cooperative and easily gains trust and support of peers; Encourages collaboration and can be candid with peers.  - Learning on the Fly. Fast learner and reacts quickly when facing new problems; open to change; analyses both successes and failures for clues to improvement; experiments to find solutions; enjoys the challenge of unfamiliar tasks; quickly grasps the essence and the underlying structure of challenges and opportunities. - Process Management . Skilled at process development; Strong organization skills for directing people and activities; understands how to separate and combine tasks into efficient workflow; knows what to measure and how to measure it; can see opportunities for synergy and integration; Ability to simplify complex processes; Optimizes resources. Experience & Qualifications - 3+ years Community Management experience required - Bachelor's degree or equivalent preferred. - Operational knowledge and understanding of online community platform moderation tools (Forums, Blogs, Photo Uploads, Commenting, etc.) - Proven ability to execute tasks with high quality and within time constraints - Effective and versatile written and interpersonal communication skills - Comfortable in a fast-paced/dynamically changing environment - Experience with ServiceNow, Salesforce, or other community platforms desirable - Proof of COVID 19 vaccination required, except in limited circumstances where a legally recognized medical or religious exemption may be able to be accommodated.