Product Community Manager (Hybrid)

This position is a hybrid role open to candidates in the greater Tampa Bay area. This position will be required to come into the office 2-3 days a week in Clearwater, FL.

 The Product Community Manager is a KnowBe4 Product ambassador within the KnowBe4 Community, our online customer community. The individual in this role will engage with customers, monitor customer content in the community, publish content for the community, and, on a case-by-case basis, collaborate with other departments for specialty projects around the KnowBe4 Community. The individual serves as a representative of the KnowBe4 Product team, bridging the gap between Product and KnowBe4 customers, and may also help to coordinate new feature betas and participate in customer meetups.

Responsibilities:

• Monitor content and member behavior to ensure compliance with Community Guidelines and Code of Conduct
• Coordinate, delegate, and respond to community posts in a timely manner
• Build relationships with community members, resulting in highly engaged users
• Publish KnowBe4 content
• Remind members about events, contests, or product updates, such as new feature releases or betas
• Promote KnowBe4 goals and initiatives through the KnowBe4 Community
• Provide guidance and knowledge about the community and community software to community contributors across KnowBe4
• Submit technical support tickets as needed
• Manage private groups for specialized topics
• Stay up to date with all product features to better serve community members
• Support the Product Community Director with strategic efforts to result in community engagement and growth

Minimum Qualifications:

• College degree preferred but not required
• Experience with managing an online customer community, preferably in the software industry, or equivalent relevant experience
• Experience in customer support/success, content creation, marketing, public relations, project management, or social media strategy preferred
• Excellent communication skills (written and verbal)
• Project management and organizational skills
• Passion for solving problems
• Passion for KnowBe4’s mission and vision
• Excellent customer service skills
• Tech-savvy
• Fast learner, picks up concepts quickly
• Self-motivated, takes initiative