45 applicants

Company

Higher Logic · 7 hours ago

Community Success Manager

United States

Full-time

Remote

Mid Level

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Responsibilities

Accountable for achieving targeted company renewal and retention rates of assigned customer book of business

Work with the business's strategic customers to build strong customer relationships with executives and other key stakeholders through consistent account review and outreach.

Ability to achieve unit and bookings targets

Forecast accuracy

Identify customer challenges and proactively identify and communicate better solutions and strategies to achieve customer business goals.

Ensure product and new feature adoption through customer communication.

Coach customers to become product experts to drive self-sufficiency.

Capture customer experience and product feedback for the company.

Solicit customer references and case studies.

Contribute to development of playbooks and tools used to drive customer engagement that include a mix of software usage and community strategy.

Recommend and adjust community engagement tactics as needed to ensure community hits company goals and KPIs.Assist customers with best practices and strategy around community management practices such as community start-up and engagement, content plan creation, advocacy plan creation and more.

Identify upsell or cross-sell opportunities

Conduct all business in accordance with Higher Logic policies and procedures.

All other duties as assigned.

Qualification

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Cross sell / up sellCustomer first mindsetRelationship buildingOnline community strategyHigher Logic VanillaCommunicatorPublic speaking

Required

Accountable for achieving targeted company renewal and retention rates of assigned customer book of business

Work with the business's strategic customers to build strong customer relationships with executives and other key stakeholders through consistent account review and outreach

Ability to achieve unit and bookings targets

Forecast accuracy

Identify customer challenges and proactively identify and communicate better solutions and strategies to achieve customer business goals

Ensure product and new feature adoption through customer communication

Coach customers to become product experts to drive self-sufficiency

Capture customer experience and product feedback for the company

Solicit customer references and case studies

Contribute to development of playbooks and tools used to drive customer engagement that include a mix of software usage and community strategy

Recommend and adjust community engagement tactics as needed to ensure community hits company goals and KPIs

Assist customers with best practices and strategy around community management practices such as community start-up and engagement, content plan creation, advocacy plan creation and more

Identify upsell or cross-sell opportunities

Conduct all business in accordance with Higher Logic policies and procedures

Customer first mindset

Ability to build close-long term relationships with Customers

Ability to drive growth: cross sell / up sell

Ability to solve Customer problems before they arise

Ability to effectively propose and implement new and creative ideas that incorporate both software platform features and community best practices

Online community strategy and tactical process implementation knowledge

Knowledge of Higher Logic Vanilla, Higher Logic Vanilla products and services

Strong organization skills to drive multiple, simultaneous projects with the ability to accept additional responsibilities to meet the needs of the business

Strong analytical and problem-solving skills

Excellent communicator – both verbal and written – with strong public speaking and presentation skills

Diplomacy, tact, and poise under pressure

Ability to engage senior-level executives and establish credibility

Skilled at time management and the ability to multi-task

Must be a self-motivated team player with a positive attitude