Community Program Manager

Location / Irvine, CA, United States

Apply Now

The Company

Mavenlink is a rapidly growing, globally recognized SaaS company that provides technology, expertise, and support that enables organizations throughout the world to conduct business anywhere, with anyone. We believe every business deserves a chance to succeed in today’s fast-moving, connected economy. That’s why we set out to reinvent the way the world conducts business — and why we need people just like you.

Did we mention that Mavenlink is an awesome place to work? You’ll have the opportunity to work in an energetic environment with a smart team that loves what they do.


The Company

Mavenlink is a rapidly growing, globally recognized SaaS company that provides technology, expertise, and support that enables organizations throughout the world to conduct business anywhere, with anyone. We believe every business deserves a chance to succeed in today’s fast-moving, connected economy. That’s why we set out to reinvent the way the world conducts business—and why we need people just like you.

Did we mention that Mavenlink is an awesome place to work? You’ll have the opportunity to work in an energetic environment with a smart team that loves what they do.

About the Role

Reporting directly into the head of Experience and Loyalty, this role is responsible for building, launching, managing and optimizing Mavenlink’s first ever global digital user community. Working tightly with representatives from Mavenlink’s Product, Technical Writing, Support, Professional Services and Marketing teams, the Community Program Manager will oversee the software selection and implementation process, followed by a formal launch program with Mavenlink’s client base. Post-launch, the Community Program Manager will be responsible for maintaining, moderating, and optimizing the user community.

Job Responsibilities
  • Strategy: Define and execute the global digital community platform strategy, including definition of KPIs
  • Deploy: Develop strategy, scope, and launch plan for digital community, working collaboratively with cross functional stakeholders to ensure comprehensiveness, scalability, and success
  • Operate: Primary owner for day-to-day operations of the user community:
    • Join forces with the Product, Technical Writing and Support teams to develop a program that provides appropriate level of answered tech support posts
    • Help formulate and execute client visibility and engagement strategies:
      • Work with Product and Technical Writing teams to generate new community content
      • Collaborate with Marketing on integrated marketing programs, advocacy community, and social media
      • Nurture community to feed needs of client advocacy programs
    • Suggest and develop community site improvements
    • Execute escalation policies and lead crisis management protocol as needed within the community
    • Receive any bug reports, feature requests, or other feedback from users and report to stakeholders via internal channels
  • Optimize: Develops improvements to the site, in accordance with the objectives of the larger Client Experience organization
    • This includes developing, testing, and maintaining new site features (e.g. user experience, content delivery)
    • Keep up-to-date with compliance-related regulations and suggest enhancements where necessary
    • Research and provide insight on industry standards and changes that could improve the community platform
  • Growth: Responsible for growing the community in terms of membership, interaction, content, and advocacy
    • Membership - Defined as clients and partners signing up and visiting the site on a regular basis
    • Interaction - Driving quality exchanges between external users, and with the extended Mavenlink team using an iterative/Growth Hacking mindset
    • Content - Seeking raw content has potential to be high impact for client use, and processing it for community publication, in such a way that’s complementary to the Mavenlink Knowledge Base
    • Advocacy - Building and executing programs in conjunction with our client advocacy manager to identify and cultivate suitable clients to join our advocacy community, and evangelize to peers

Qualifications
  • 8+ years of functional and/or techno-functional experience in online community management, preferably in the B2B or B2B2C SaaS space
  • Bachelor's Degree Required, preferably in Marketing, Computer Science or other related field
  • Experience in leading technical software selection process, including cross-functional project management of approvals and implementation
  • Experience with requirements gathering and business rule documentation
  • Experience designing and configuring community cloud solutions to run daily operations and advocacy programs
  • Crisis management experience, and an effective grasp of how to manage sensitive situations
  • Experience leading large-scale community strategies
  • Exceptional organization and time management skills that couple well with written and verbal communication skills
  • Previous experience with customer service and content moderation
  • Ability to work independently, multi-task, meet stringent deadlines and achieve project goals
  • Committed to fostering an inclusive workplace

  • Experience with Salesforce and Gainsight a plus

Mavenlink is an Equal Opportunity Employer.
Mavenlink is an Equal Opportunity Employer.
Ml logo bl bridge

If you don't see your dream job listed, tell us a little about yourself and apply here. We are always looking for talented team players to join our growing company.