Senior Manager, Community and Advocacy

Your Role:

Community Strategy Development

• Develop and refine the overall community strategy, aligning it with the company's business goals and objectives.
• Analyze user behavior, community health metrics, and trends to inform strategic decisions.
• Collaborate with cross-functional teams (product, marketing, customer support) to integrate community initiatives seamlessly.

Team Leadership and Management

• Lead a team of community managers and moderators.
• Set clear goals, provide mentorship, and foster professional growth for team members.
• Oversee day-to-day community operations, ensuring a positive user experience.

Community Architecture and Design

• Maintain the community ecosystem, including forums, social media groups, and other platforms.
• Evaluate and implement recommended community design improvements.
• Define community guidelines, policies, and best practices.
• Optimize community structure to facilitate engagement and knowledge sharing.
• Collaborate with revenue-focused teams to align community efforts with business models.

User Insights and Feedback Loop

• Gather insights from community members to influence product development and enhancements, business decisions, and marketing efforts.
• Implement feedback loops to ensure user needs are addressed effectively.

Customer Advocacy

• Champion the voice of the customer within the organization.
• Assess current customer advocacy program, recommend improvements, and deploy changes.
• Advocate for user needs, pain points, and suggestions during product planning and decision-making.
• Partner with Sales leadership and organization to identify and surface customer stories.

Community Health and Performance

• Monitor community health metrics (e.g., engagement, retention, sentiment).
• Identify areas for improvement and implement strategies to enhance community performance.

Stakeholder Engagement

• Engage with executive leadership, product managers, and other stakeholders to advocate for the community.
• Communicate the impact of community initiatives on business outcomes.

Your Experience:

• Bachelor's degree in a relevant field (e.g., Marketing, Communications, Business).
• Proven experience in community management, preferably within the software industry.
• Strong strategic thinking, data analysis, and problem-solving skills.
• Excellent communication and collaboration abilities.
• Leadership experience, including managing teams.
• 5-7 years of relevant experience in community management, customer advocacy, or related roles.

ABOUT OUR COMPANY

SolarWinds is a leading software provider committed to empowering users through our innovative products. Our user community plays a pivotal role in shaping our offerings, and we're dedicated to fostering a vibrant and supportive community environment.
We'd love to hear from you if you meet the qualifications and are passionate about community strategy, user engagement, and driving business impact.