Sr. Community Specialist

4 weeks ago

San Mateo, United States GoAnimate Inc Full time
Job DescriptionJob Description

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

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