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Online Community Manager

The Online Community Manager will be an important member of the Customer Success group’s approach to managing and supporting existing customers. The Online Community Manager (OCM) has a leadership role in the development and execution of customer success communication programs with the objective of delivering high quality and highly effective content to customers.  The goal of the OCM is to positively impact renewal rates and customer acquisition of additional products and services. 

Through the management of an online community and other programs, the OCM will promote customer adoption of Brainshark products and best practices, expanding the use of Brainshark products to other users and departments, promoting and creating awareness of other use cases for Brainshark and overall customer satisfaction with Brainshark products and services. 

ONLINE COMMUNITY RESPONSIBILITIES:

  • Innovate on building a world-class online community and forum for Brainshark customers
  • Coordinate with manager and software vendor(s) to develop and improve forum experience and internal toolset 
  • Create detailed guidelines and templates to support consistent forum moderation
  • Support social media activities to align with customer communication strategies
  • Collaborate with product marketing to provide engaging text, image and video content for sharing with customer community
  • Report on operational performance and metrics; develops action plans for improvement as necessary 
  • Organize and participate in customer webinars and hosted events to build community and boost brand awareness
  • Lead execution of Brainshark’s annual customer awards program
  • Help source and identify opportunities to share customer success stories and testimonials
  • Coordinate with Marketing team to ensure brand consistency of all programs and materials
  • Participate in readiness planning to stay updated on new products and features
  • Stay up-to-date with digital technology trends pertaining to online community building
  • Understand key sales enablement challenges and how customers utilize Brainshark products to solve them
  • Collaborate and strategize across teams, including, but not limited to Sales, Marketing, Support, Implementation, and Product Management
  • Other duties as assigned by manager

QUALIFICATIONS:

  • At least 5 years in the role of Online Community Manager or equivalent title
  • Proven work experience as a community manager
  • Experience launching community initiatives (e.g. building an online forum, launching an ambassador program, creating an event series and writing an email newsletter)
  • Proven, exceptional customer success skills
  • Sales Enablement/Sales Readiness principles (a plus)
  • Knowledge of Brainshark's competitive landscape (a plus)
  • Excellent project management, planning, and organizational skills
  • Excellent verbal and written communication skills
  • Excellent organization, motivation, leadership and interpersonal skills
  • Ability to identify and track relevant community metrics 
  • Ability to multi-task and prioritize issues in a complex environment
  • Ability to collaborate well with internal and/or external partners
  • Positive attitude and desire to work with customers

 

 

 

 

 

 

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