Community Success Manager - Edmonton, Canada - Monogram Software

Description

Our SaaS Company

At our company your talents will support our mission—to empower every human to work and live to their maximum potential and impact.

A tech company has a soul; it has an unmatched energy that is nimble, creative, optimistic, and hyper-focused.

We are looking to build out a team of high achievers who are trustworthy, honest, curious, confident, and who show integrity and humility.

Our promise is to inspire you to be creative with your talent, confident and supported in sharing your work. Together, we will create an atmosphere fostering a sense of connection and purpose.


Areas of Autonomy

Create Community Collaboration Spaces

• Drive and develop strategies to grow community through social media outreach, events, and partnerships.
• Be familiar and be able to navigate and lead communities on: Linked In, Discord, Slack, University website forums, parent group spaces, Facebook, Reddit, TikTok.

Grow Multiple Community Collaboration Spaces

• Expand the community by attracting new members and increasing participation.
• Create and curate valuable and relevant content for the community.
• Write and link blog posts to drive new member engagement.
• Develop educational resources to enhance knowledge sharing online.
• Moderate forums to maintain a positive and constructive environment.
• Host webinars to facilitate realtime interaction and learning.
• Conduct live chat sessions for immediate engagement and support.
• Share industry news and updates to keep the community informed.

Create & Maintain Community Leader Connections

• Develop and foster connections with community leaders, influencers, ambassadors, and bloggers to enhance community engagement and visibility.
• Maintain strong relationships with leaders in the community, understanding their goals, and challenges.
• Regularly communicate with community leaders to build trust and rapport, acting as the primary point of contact.
• Support community leaders write content about Monogram, and our software.
• Work within house development team to create our very own, Monogram, community collaboration space for our key stakeholders to find one another.
• Engage with potential community leaders to understand their needs, introduce the company's products or services, and demonstrate the value proposition.

Create & Maintain Integrity of Community Spaces

• Establish and enforce community guidelines to maintain a positive and respectful environment.
• Monitor community interactions and create processes to ensure Monogram handles all interactions consistently online.
• Encourage adherence to community guidelines and foster a culture of inclusivity and mutual respect.
• Answer questions on online forums and provide guidance to members regarding the Monogram concept.

Standard Responsibilities

• Updating, and maintaining the integrity of our CRM system.
• Collaborates closely with marketing to identify new business opportunities.
• Effectively communicate the Monogram value proposition and our software to the community groups and core leaders.
• Actively listen and understand community requirements and convey information clearly and persuasively with the Marketing and Product development team.
• Strong analytical skills to gather and interpret data related to community engagement.
• Identify patterns, trends, and opportunities for improvement to serve the community more effectively and create better internal business processes.
• Be active individually on social media networks and platforms.
• Work with the Product team to help Marketing draft communications to inform community about Product releases and business updates.
• Act as a bridge between the community and the company, relaying feedback and suggestions to relevant internal teams.

Experience

• 35 years of experience in roles such as an Online Community Moderator, Social Media Management and or Content Creation, as well as Project Management roles.
• Experience in the technical industry is advantageous, with experience in analytics and data analysis.
• Significant experience with relationship management, and community building (focus on digital spaces).
• Degree in Communications, Business, Psychology/Sociology (or equivalent experience).
• Preference for those who hold certifications such as: Community Management Certification, or Customer Success Manager Certification.
• Proven proficiency in using Microsoft Teams, Microsoft 365, project management tools and customer relationship management (CRM) systems.

Qualities & Characteristics

• Excellent people management skills.
• Naturally passionate about tech, and has an eye on the future of technology e.g. constantly reading tech news, interested in attending tech conferences, regular listener of tech related podcasts.
• A burning passion to make a difference.
• Thoughtful, rational decisionmaking skills, and thrives in making decisions.
• Thrives in a fastpaced environment.
• Love for leadership and te