Key Responsibilities:

Community Engagement:

<ul>
<li>Develop and execute strategies to grow and engage a diverse, global community across forums, user groups, social media channels, and in-person or virtual events. Facilitate meaningful interactions and ensure customers feel heard and supported.</li>
</ul>

Global Customer User Group Development:

<ul>
<li>Implement a global user group framework which includes creation of user groups in key cities / regions, recruitment of chapter leaders, building and executive an annual community calendar, driving local engagement etc. </li>
</ul>

Build and drive key business communities:

<ul>
<li>Strategise and drive critical community development plans for business partners and resellers globally, by partnering with the local stakeholders and affiliate teams. </li>
</ul>

Community Events &amp; Meetups:

<ul>
<li>Plan and host online and in-person events, including webinars, product demos, hackathons, and customer meetups, to foster deeper connections within the community.</li>
</ul>

Moderation &amp; Support:

<ul>
<li>Lead and moderate customer discussions within online forums, user groups, and other community platforms. Provide guidance, answer questions, and ensure a positive, respectful environment for all members.</li>
</ul>

Collaboration with Cross-Functional Teams:

<ul>
<li>Work closely with the marketing, customer success, and product teams to align community efforts with business goals, and ensure seamless communication between customers and internal teams.</li>
</ul>

Metrics &amp; Reporting:

<ul>
<li>Track community growth, engagement, and sentiment through key performance indicators (KPIs), such as active users, forum participation, and NPS scores. Provide regular reports and insights to leadership on community trends and opportunities for improvement.</li>
</ul>

Qualifications

Experience:

<ul>
<li>10+ years of experience in community management, customer success, or marketing, preferably within a SaaS or tech environment. Hands-on experience in creating, managing, growing user groups and actively participating in online communities, forums etc. is a must.</li>
</ul>

Skills &amp; Competencies:

<ul>
<li>Strong written and verbal communication skills, with the ability to engage and inspire a global, diverse community.</li>
</ul>

<ul>
<li>Experience with community management tools, CRMs, and social media management tools.</li>
</ul>

<ul>
<li>Comfortable hosting and moderating virtual events and webinars.</li>
</ul>

<ul>
<li>Ability to create compelling content (blogs, videos, webinars, etc.) that resonates with customers.</li>
</ul>

<ul>
<li>Passionate about customer experience and building long-lasting relationships with users.</li>
</ul>

<ul>
<li>Ability to analyze community data and provide actionable insights.</li>
</ul>

<ul>
<li>Empathy, patience, and a collaborative mindset.</li>
</ul>

<ul>
<li>Strong Individual Contributor Skills:</li>
</ul>

<ul>
<li>Demonstrate a proactive approach to problem-solving, with the ability to analyze data, identify trends, and propose actionable recommendations for improving program effectiveness.</li>
</ul>

<ul>
<li>Take ownership of initiatives and drive them to successful completion, while effectively managing priorities and deadlines in a fast-paced environment.</li>
</ul>

Community Manager in Chennai (UID-10288)

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Job Description for Community Manager

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