Customer Community Manager

  • Full Time
  • Anywhere
  • Posted 3 weeks ago

Job Description

 

Customer Community Manager

PHILADELPHIA OR SALT LAKE CITY *(OR REMOTELY FROM NEW YORK, TEXAS, MAINE OR ARIZONA)*

LearnUpon is looking for a Customer Community Manager to join our team in the US.
We operate remotely from New York, Pennsylvania, Utah, Texas, Maine or Arizona with have offices in Philadelphia and Salt Lake City.

LearnUpon is a cloud-based software company headquartered in Dublin, Ireland, with offices in Sydney, Philadelphia, and Belgrade. LearnUpon is designed for organizations looking to distribute their courses and track their training quickly and easily at scale.

At LearnUpon, we put our customer’s experience at the heart of everything we do, we always strive for the best solution (not the easy one), and we commit to producing work that we can be proud of. Our company is an open, collaborative environment where team and individual accomplishments are celebrated and encouraged. You can be part of a team that supports and guides each other to be our best, and who does their best work in a supportive environment.

You will be joining a fast-growing Customer Experience department. Customer Experience (CX) at LearnUpon helps customers get results from our products and services. CX presently includes teams for Onboarding, Customer Success, Technical Support, and Documentation. Your role will be as the founding member of our Customer Community, whose role will be to launch and manage the LearnUpon Customer Community.

What will I be doing?

  • Launch LearnUpon’s Customer Community
    • Work cross-team committee to define activities, resources, and milestones, and metrics for the Community launch
    • Configure, and deploy a Community platform
    • Train CX users on community activities and use of community platform and integrations
  • Collaborate with LearnUpon teams (Product, Marketing, Support, Sales, IT) on cross-functional initiatives to achieve company and Community goals
  • Administer Community platform for both LearnUpon staff and customer end users
  • Plan and lead customer online and in-person customer interactions to drive engagement and improve customer results: round tables, focus groups, guest speakers, working groups
  • Provide and curate digital content about about industry, products, and company
  • Collaborate with CX leaders (Implementation, Priority, Premium, Enterprise, Strategic) to develop communications, pathways, gamification to provide value and drive results specific to each segment
  • Build relationships with customers and prospects, providing expertise and guidance for developing results oriented training programs
  • Stay current and share L&D and software trends
  • Set and track relevant Community OKRs
  • Provide insights to our Marketing, Product, Sales, Support and Leadership teams about industry, use cases, feedback, successes, and relevant topics identified from within the Community

What skills do I need?

  • Passion for Learning & Development
  • Self-motivation, with a high degree of attention to detail and the ability to multitask
  • Great project-management skills
  • SaaS implementation/administration
  • A strong track record of success in past roles working within and across teams in company (preferably SaaS) and developing highly functional relationships that bring about targeted business outcomes
  • Good judgment in analyzing information in order to make thoughtful and confident decisions
  • 3+ years work in corporate L&D or community management, preferably in SaaS
  • Excellent organizational skills and affinity for a fast-paced, high-growth environment
  • Excellent written and spoken language skills in the English language and large and small group facilitation skills
  • A strong knowledge of online software (SaaS) products, services, and business dynamics
  • A well-developed and durable sense of humor and a positive outlook on challenges

Not required but considered a big plus:

  • A third-level / college-level degree or relevant experience in business leadership

Why work with us?

  • Work in a fun and supportive environment with regular social events.
  • Excellent career progression – take LearnUpon where you think it can go.
  • Structured learning environment.
  • Competitive salary and company stock options.
  • 401k.
  • Comprehensive private health insurance scheme.
  • 25 days annual leave + 1 annual company wellness day off.
  • Flexible Working Arrangements – work with your Manager to determine the best working hours and location (home, office, hybrid) in order to help you balance work and family life, and to suit your lifestyle.

Don’t worry if you don’t tick every box in order to apply, we’re always happy to review applications and take all experience into consideration. We do our best to provide feedback where we can!

What is the Hiring Process?

Candidates for the position can expect the following hiring process:

  • Qualified candidates will be invited to schedule a 30 minute call.
  • Successful candidates will then be invited to a series of interviews.
  • Finally, candidates will have a short meeting with Leadership.
  • Successful candidates will be contacted with an offer to join our team.

 

To apply for this job please visit boards.greenhouse.io.