SaaS Customer Community Manager

NEOGOV is a fast-growing SaaS leader in the Public Sector with a mission to serve the people who serve the people. Our clients use our software to manage their employee lifecycle from hire to retire by streamlining processes in our centralized platform.  We are passionate about technology, focused on customer success, and have an entrepreneurial environment where innovation is encouraged and rewarded. 

NEOGOV is one of the top 50 fastest growing private software companies in the U.S. — Sound like a company you'd like to join? We are looking for top talent to make significant contributions to our products, technology, and customers.

Community Strategy:
Develop and implement a comprehensive community engagement strategy to enhance user experience, encourage knowledge sharing, and promote advocacy.

Engagement & Moderation:
Actively monitor, moderate, and engage with the community across our platforms, ensuring a positive, respectful, and constructive dialogue. Drive initiatives to increase active participation and member retention.

Support & Feedback:
Provide exemplary support within the community, facilitating peer-to-peer help and direct support when necessary. Gather and synthesize community feedback to identify product improvements, bugs, and feature requests.

Collaboration with Teams:
Work closely with product, support, marketing, and sales teams to align community initiatives with business goals and product roadmaps. Use community insights to inform customer success strategies and product development.

Content Creation & Management:
Develop and manage a content calendar tailored to our community, including webinars, tutorials, blog posts, and user-generated content that supports our users’ needs and interests.

Events and Programs:
Plan and execute virtual and, when feasible, in-person community events such as Q&A sessions, product training, and user group meetups to foster stronger connections within the community.

Analytics & Reporting:
Track and report on community metrics, analyzing community health, engagement levels, and the impact of community initiatives on customer satisfaction and product adoption.

Manage & Mentor Staff:
Manage employee workflow and assess work performance, ensuring that business goals, deadlines, and performance standards are met.
 Attributes:
Customer-Centric:  Deeply empathetic and committed to improving the user experience.
Proactive and Creative:  A self-starter with a creative approach to solving problems and engaging a community.
Adaptable:  Ability to thrive in a fast-paced and changing environment, with a willingness to embrace and lead through change.

Proven Experience:
3 years in community management, preferably within the SaaS or tech industry. Demonstrated ability to build and grow online communities.

Communication Skills:
Exceptional writing and verbal communication skills, with an ability to engage and inspire a diverse group of users.

Technical Aptitude:
Strong understanding of SaaS products and the ability to grasp and explain technical concepts in a way that's accessible to all community members.

Analytical Skills:
Experience with analytics tools and the ability to derive insights from data to inform strategies and report on community health.

Collaborative Spirit:
Experience working cross-functionally with product, marketing, and customer support teams to drive community initiatives.

People Management:
Experience supervising employees, including setting clear goals and expectations and providing constructive feedback and mentorship.

Education:
Bachelor's degree in Communications, Marketing, Business, or related field. Additional certifications in Community Management or Digital Marketing are a plus.

• Competitive Wages

• Comprehensive Benefits package (medical, dental, vision, etc.) for full-time employees effective Day 1

• Generous PTO to support work-life balance

• 401K Matching

• 12-week Paid Parental Leave

• Autonomy to grow and find your career path with supportive leadership

• Remote working opportunities

• Inclusive and diverse work environment

NEOGOV does not discriminate in employment on the basis of race, color, religion, sex (including pregnancy and gender identity), national origin, political affiliation, sexual orientation, marital status, disability, genetic information, age, membership in an employee organization, retaliation, parental status, military service, or other non-merit factors.