Sr. Manager, Customer Marketing - Community

*This position can be remote within the US*

 

What we’re looking for…

The Senior Manager of Customer Marketing will report to the Vice President of Customer Marketing and is focused on building stronger relationships with ScienceLogic customers through our online community. The mission of this role is to elevate and leverage current customers’ experiences to improve usage, adoption, retention and growth. The community manager will be responsible for the development, maintenance and growth of our online community. They will also be responsible for the development of value from community participation and interactions among customers, prospects, and influencers. This position will collaborate with cross-functional teams (sales, customer success, support, sales ops, product management, etc.)  to ensure alignment and execution of key initiatives.

 

What you’ll be doing…

• Establish and maintain the vision for the online community.
• Drive active community participation among eligible customers; duties may include posting content, commenting on discussions, and moderating conversations.
• Set, communicate, and uphold standards for community interation, including cotent, tone, and governance of non-customer/employee participation.
• Educate other customer-facing fuctions (e.g. sales, customer marketing, portfolio marketing, customer success, support, growth marketing, corporate communications, social media teams) on the availability and strategic deployment of our online community.
• Promote the value of the community internally; this includes articulating the business value of the community to executive-level audiences.
• Cultivate relationships with internal leaders (e.g. customer success leaders, portfolio marketing leaders, product management leaders, partner organizations, and customer engagement leaders (including customer advocacy).
• Identify strategies for embedding the community into cross-functional areas, including customer lifecycle marketing and portfolio marketing.
• Identify potential influencers and advocates from community activity and create scalable outreach to cultivate these individuals.
• Develop a measurement and reporting process to demonstrate the community’s value and impact.
• Conduct periodic assessments of the current state of community activity to identify crtical gaps in content and participation; develop a plan to address them.
• Develop a roadmap for technology requirements to support community development, including integrations with customer success and customer relationship tools.

 

Qualities you possess…

• Experience working in a fast-paced startup environment while effectively prioritizing a diverse set of tasks.
• Demonstrate excellent written and verbal communication skills.
• Interpersonal skills to nurture customer relationships and work with cross-functional teams.
• Analytical skills to determine marketing effectiveness and ROI of customer engagement efforts.
• Strategic thinker that can see beyond the day-to-day grind to help reach marketing and sales goals, create a stronger brand, and improve the customer experience.

Desired Skills and Experience:

• Bachelors or advanced degree with emphasis in communications, marketing, and business.
• 5+ years of experience managing online customer communities; Salesforce.com community experience a plus.
• 5+ years of relevant industry experience.
• Customer-obsessed; ability to build and maintain effective customer relationships.
• Trusted advisor to senior executives.
• Leadership ability and initiative to drive business objectives.
• Understands the impact of decisions on other areas of the business.
• Collaborative and strong relationship builder with marketing, produce management and sales functions.
• Ability to direct content building required for engagement programs.
• Vendor, budget, planning, and project management.
• Strong oral and written communication skills, with a focus on ability to engage participants.
• Self-starter, goal-oriented, highly organized, and detail-oriented.
• Flexible and able to shift strategies and tactics when required.
• Can executive on a number of tasks simultaneously.

 

Benefits & Perks

• A remote-first culture - work from home or come into the office, it's totally up to you.
• Comprehensive medical, dental and vision plans.
• 401(k) plan with employer match.
• Flexible Paid Time Off (FTO) so that you can take the time that you need to re-energize.
• Volunteer Time Off (VTO) - take two days off per calendar year to volunteer with your preferred charitable o