Sr. Community Content and Engagement Specialist

The Sr. Community Content & Engagement Specialist is primarily responsible for on-the-ground engagement of community members within the forum environment of our member community, E-Learning Heroes (ELH). They are responsible for crafting and maintaining a community content and engagement calendar whose objective is to seed and escalate engagement by existing members as well as broaden the scope of ELH membership across Articulate’s customer base, making use of both our native community environment (Khoros) and other broadcast tools (such as email or in-app). This is a mid-level position that is responsible for taking a strategic eye toward creating engagement opportunities that connect to the community team and the company’s desired business outcomes. Additionally, this contributor is responsible for managing and moderating the forum according to ELH guidelines. This contributor will also be responsible for identifying and implementing opportunities to create or re-package content (i.e., articles, training materials, etc) to feed member engagement outcomes. 
Internally, this contributor is responsible for collaborating with Articulate’s staff to identify opportunities to amplify staff participation to feed community goals. As the primary on-the-ground participant in the forum, this individual is also responsible for flagging opportunities for Articulate to gain value from user-generated content within the community, ranging from research opportunities, cross-sell and upsell opportunities, content collaboration, and more. Within the community team, this contributor collaborates closely with the Community Programs Manager to ensure layered break-out depth-engagement programs make an engagement impact on the broader community. 

What You'll Do:

• Own day-to-day engagement of our members within the E-Learning Heroes community, acting as the primary boots-on-the-ground community team member across the entire community instance. Independently develop and execute engagement strategies while consulting leadership on new or high-impact initiatives.
• Moderate the E-Learning Heroes community according to our community guidelines, while continuously improving upon our community governance and establishing a community member culture that minimizes infractions. 
• Collaborate with other Articulators who engage in the community regularly to ensure our staff presence across the team feeds our engagement goals, while escalating mutually-beneficial staff contributions. 
• Play a peer leadership role in helping the rest of the community team across specialty lanes to engage regularly within the E-Learning Heroes, and to help them find engagement opportunities that support their individual functions. Stay informed on emerging engagement strategies and explore innovative approaches to enhance community participation.
• Establish and manage a strategic community content and engagement calendar that accomplishes member engagement goals while connecting to cross-functional objectives (i.e., alignment with our product development roadmap and outbound content calendars). Pilot and evaluate engagement tactics to optimize effectiveness before scaling community-wide
• Identify engagement drop-off trends early and implement proactive strategies to sustain community participation.
• Produce community-specific content, such as e-books, whitepapers, short form video, infographics, or other content forms where appropriate to support engagement goals. 
• Collaborate with other internal content teams who make use of the community to ensure channel alignment, “repacking” external content for community use where appropriate.
• Own marketing of the community channel to expand our community membership across our user base, utilizing other company channels such as email or in-app messaging in collaboration with internal marketing resources. 
• Act as the primary point of contact between our company as a whole and our community members in matters of day to day engagement, surfacing insights that appear in the community to relevant stakeholders. 
• Collaborate with our Community Programs Manager to ensure that ongoing depth-engagement programming is well integrated into day-to-day engagement opportunities within ELH.

What You Should Have:

• 5-8 years community management experience, preferably within a SaaS or technology company, with at least 2-3 of those years focused on day-to-day engagement activities within the community role, or equivalent combined experience in customer-facing roles.  
• Knowledge of marketing ecosystems and best practices that support scaled community instances, and the ability to collaborate deeply with email and content teams. 
• Deep understanding of community engagement strategies across a variety of formats, and comfort with shifting engagement strate