Sr. Community Specialist

The Sr. Community Specialist will be responsible for developing and executing plans to maximize revenue generation through our customer community. This role requires a combination of community engagement expertise, business acumen, and a keen understanding of how to leverage a community to drive tangible business outcomes.

Key Responsibilities:

• Community Engagement and Advocacy:

  • Foster a sense of belonging and engagement within the customer community by creating compelling content, discussions, and activities.

  • Identify and nurture community advocates who can contribute to revenue growth through referrals, testimonials, and case studies.

  • Regularly analyze and report on community performance metrics, implementing data-driven strategies to enhance engagement and satisfaction.

• Revenue-Driven Community Programs:

  • Coordinate online events, webinars, and initiatives to encourage community participation, aligning with overall business objectives.

  • Design, implement, and manage community programs specifically aimed at driving revenue, such as exclusive promotions, loyalty programs, and cross-selling initiatives.

  • Collaborate with marketing and sales teams to align community activities with broader business goals.

  • Develop and implement strategies to grow and engage the online community.

• Data Analysis and Reporting:

  • Utilize analytics tools to track and measure the impact of community initiatives on revenue growth.

  • Provide regular reports and insights to leadership on key performance metrics, identifying areas for improvement and optimization.

  • Capture user feedback through surveys and polls.

• Collaboration and Cross-Functional Communication:

  • Work closely with sales, marketing, and product teams to ensure seamless integration of community initiatives with overall business strategies.

  • Collaborate with customer success teams to identify upsell and cross-sell opportunities within the community.

  • Represent the voice of the customer to the product marketing team and the product team.

• Industry Trends and Influencer Engagement:

  • Stay updated on industry trends, competitor activities, and new technologies to gain insights for the community.

  • Identify relevant influencers, customer success stories, and overall industry trends that can feed into marketing, product, and sales development plans.

Qualifications:

• Bachelor's degree in Marketing, Business, Communications, or related field.

• 3-5 years of relevant experience, preferably in SaaS, PLG, and/or technology.

• Proven experience in community management, with a focus on driving revenue growth.

• Strong understanding of B2B technology and the ability to communicate technical concepts to a diverse audience.

• Video production or video marketing experience preferred; should be comfortable on camera and with public speaking in one-to-one and one-to-many situations

• Proficiency in using online community management platforms and analytics tools. Experience with Khoros is a plus.

• Ability to think creatively to drive community engagement.

• Customer-centric approach for exceptional user experiences.

• Excellent written and verbal communication skills.

• Strong organizational skills and ability to prioritize tasks.

• Ability to use empathy, inquiry, courtesy, and a proactive, outcome-focused approach to solving issues, both verbally and in written communication

• Reliable, responsible, patient, and helpful creative problem solver

• Bachelor's degree or equivalent experience