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Senior Marketing Manager, Community

2 months ago

San Francisco, United States CloudFlare Full time

Available Locations

Preferred location is San Francisco Hybrid/Remote, but open to US Remote

About the Role:

Our customers are such an important part of who we are as a company. We are looking to take that to another level by expanding on our existing Community to a global, end-to-end scalable program where customers can build trusted relationships amongst each other, get expert recommendations for services and products, give valuable insights to the company, and get burning questions answered. We are looking for a rock star to join our Marketing Team to lead this Community effort to focus on growing and engaging the community, developing community programs, measuring the success of the community, and more We're looking for a natural leader to join us on this amazing community journey.

What You’ll Do:

  • Build and execute on the community strategy, roadmap, and success metrics.
  • Work with the Content and Product teams to develop all new integrated community content strategy. Manage and execute on that strategy.
  • Work cross functionally on community engagement strategies
  • Moderate, listen and engage regularly with our amazing community members, providing them with any support and resources they need.
  • Constantly gather feedback from the community and bring those insights to the appropriate internal teams.
  • Identify opportunities to surprise, delight, and show our community members how much we appreciate them.
  • Facilitate an inviting, helpful, and honest community culture that represents the best of Cloudflare.
  • Help plan and run community events throughout the year.
  • Measure, analyze, and track community data, providing regular reporting throughout the company and influence to key priorities.
  • Manage all internal and external community documentation.
  • Create community onboarding and offboarding processes.
  • Escalate and flag issues as needed to keep the community a trusted space.

What We’re Looking For:

  • 3-5+ years in Community Management with experience scaling Community Programs and 7-8+ years relevant work experience
  • A strong communicator and writer. Being successful in this role will require you to excel at both internal and external communication.
  • Passion about being a community and customer advocate. You understand why customer voices are so important.
  • Flexibility to adapt quickly when priorities change.
  • Solid understanding of cross departmental functions including Marketing, Technology and Product.
  • An incredibly organized master multitasker.
  • Expertise working with various online community platforms and tools.
  • Experience working in a fast-paced startup-like environment
  • Someone who knows how to set goals, prioritize, and maintain focus when it comes to deadlines.
  • Fantastic interpersonal skills, a great listener, and is extraordinarily empathetic.
  • Willingness to go the extra mile to serve our customers.
  • Good technical understanding and can pick up new tools quickly.

You are a REALLY great fit for this role if you also:

  • Have additional experience in any of the following: Project Management, Customer Success, Customer Support, or Event Planning.
  • Experience working with a consumer product community.
  • Have experience working with external vendors (software, swag), setting up SOWs, and submitting POs.
  • Are comfortable using project management software, customer support software, and collaboration software.
  • Have experience creating/pulling reports and working with various forms of data.
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