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Global Community Manager / United States

Role Description   

We are looking for an entrepreneurially-minded manager to help nurture and grow our new online community by building programs that empower and engage community members. We are looking for someone who is creative and can think big in order to build a vibrant community from scratch as well as detail-oriented and capable of building, executing, and measuring a compelling community strategy in alignment with the company's objectives.  The Community Manager will help shape the strategy of community at M-Files, informed through experimentation and best practices. Your contributions will drive long term engagement and have lasting impact on M-File's users. The community will comprise of M-File's customers and partners.

The Community Manager will be charged with executing on the community strategy and roadmap while tending to the day-to-day community operations and administration.  Collaboration with cross-functional leadership will be key in order to achieve the goals set forth in the community strategy.

 

Job Responsibilities

  • Drive and execute the community strategy
  • Create and maintain audience persona map (internal/external) to support the community strategy
  • Develop SOPs and technical documentation in support of community management that aligns with company policies
  • Take a structured approach to community roles, on-boarding, and working with internal M-Files teams to ensure community members have a simple and powerful experience
  • Perform site maintenance and group administration including community member provisioning/debugging
  • Stay at the forefront of industry trends to benchmark, understand, and create a best-in-class community
  • Continously gather feedback to shape online community management practices and product ideation
  • Identify themes, problems or opportunities in the community and set up a process to share with the internal M-Files stakeholders to take action
  • Create regular community reports helping the team understand the results of a strategy or specific program. Use data to drive insights and translate these insights into growing and improving the community
  • Determine KPIs, monitor performance, and optimize community content and engagement to achieve community strategy goals
  • Collaborate with Marketing to develop content strategies and facilitate content creation by M-Files contributors
  • Audit M-Files internal community participation through usage analytics reporting and provide updates to leadership
  • Recruit, motivate, and inspire internal stakeholders to become active contributors
  • Provide ongoing facilitation to connect and guide community members in order to create a vibrant and engaging community
  • Represent the voice of the commmunity, bringing community feedback to internal stakeholders

Key Competencies

  • Empathy and active listening; the ability to understand and share feelings of another
  • Strong communication and negotiating skills; gracefully navigate differences of opinion and perspective across the organization
  • Ability to collaborate across functions; listening to translate concepts across different groups
  • Strategic Planning & Implementation; Execute the strategic vision and securing alignment
  • Curious and data-driven; maintain quantitative data rigor while seeking new and creative ways to grow the community
  • Excellent written communicator; have written engaging social media posts and blog content. Understand how to connect content to value
  • Excellent problem-solving skills paired with attention to detail
  • Ability to influence decision-making at all levels within an organization
  • Self-directed; skilled at driving projects with minimal guidance and limited resources
  • Excellent presentation and facilitation skills
  • Strong people and project management skills

Qualifications

  • BS/BA Degree
  • 10 years professional experience; 3-5 years of community management experience
  • Experience in day-to-day operation of community initiatives; including administration, measurement, moderation, and interaction with users
  • Technical support, customer service, or external communications experience
  • Understanding of community technologies and associated best practices
  • Excellent English language skills; additional languages a plus
  • Knowledge of community management software
  • Digital marketing experience preferred

Deadline for applications: The recruitment expires when the position is filled.

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