Community Manager- Marketing

Community Manager

Job Overview

Do you love connecting people to their passions through the power of the web? Is the ability to reveal the human side of technology embedded in your everyday work? Does building a customer community from the ground up sound exciting? We’ve got the perfect opportunity for you in Rochester, NY. We’re growing fast and so is our customer base. As our Community Manager, you’ll be responsible for building strong relationships with that fast growing list of global customers through engaging marketing communications. Your mission is to create a community of brand advocates.  If your strength is building thriving customer communities, that influence every stage of the customer lifecycle (and delight customers along the way) then let’s talk.

Top Four Things You’ll Do

  • Build rapport with customers that lead to increased renewals, referrals, and cross-selling opportunities
  • Lead and manage customer engagement and communication programs, such as in-person/virtual events, workshops, annual conferences, awards programs, onboarding and ongoing nurture campaigns
  • Connecting with customers to ensure continued education and success throughout the relationship lifecycle
  • Identifying key customers that can act as a marketing advocate through case studies, speaking opportunities, etc.

Day-to-Day Responsibilities

  • Create “How-To” and “Getting Started” content for CloudCheckr customers to help them get the most value out of the platform
  • Create and grow a customer VIP/advocacy program, identifying influential customers and providing the platform for their participation across online and offline events
  • Compose and send customer emails and blog posts
  • Drive frequent communication and engagement with our existing customer base on CloudCheckr owned social media as well as third-party forums
  • Find and participate in industry-related meet-ups and coordinate our participation at AWS and Azure meet-ups around the world
  • Manage and maintain engagement and advocacy programs; continually recruit new customer advocates
  • Manage a library of up-to-date customer success stories
  • Manage annual/biannual/quarterly customer satisfaction surveys, to drive change throughout the organization
  • Develop a customer lifecycle campaign program and work with marketing operations to implement
  • Create special marketing content for account management/customer success to help at-risk customers with training
  • Target happy customers for upsell, cross-sell, and advocacy opportunities
  • Be a proactive customer advocate, identifying issues in the customer community, outside of current Customer Support channels, ensuring resolution with internal stakeholders
  • Provide product feedback given by advocates to the Product Management team

Personal Qualities

  • Strong passion for serving and understanding customers
  • Interpersonal skills to help nurture customer relationships and work with cross functional teams
  • Incredibly creative marketing and communication skills
  • 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

Knowledge & Previous Experience

  • Bachelor’s degree with emphasis on communications, marketing, and business
  • Previous Customer Service, Customer Success, or Account Management experience
  • Technical knowledge of the latest digital marketing tools and channels, including Customer Relationship Management platforms and marketing automation platforms
  • Experience creating and executing marketing campaigns and programs that drive customer engagement and advocacy
  • Ability to write effective copy is a necessity
  • Familiarity with B2B marketing, lead generation, and sales processes

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  • Additional Files

  • Accepted file types: pdf, doc, docx, ppt, pptx, key.
  • Accepted file types: pdf, doc, docx, ppt, pptx, key.
  • Accepted file types: pdf, doc, docx, ppt, pptx, key.