We are seeking a talented, tech-savvy individual, who is passionate about customer advocacy and success, to drive high customer engagement and adoption through our recently launched BlackLine Community. The new platform integrates mission-critical resources which include a robust and curated Knowledge Base, Ideas, Discussions, BlackLine U Training, Champion Rewards, and Support. BlackLine Community underpins our strategy for customer onboarding, adoption and expansion of BlackLine solutions, which are key strategic initiatives for BlackLine. 

Our ideal candidate has the analytical skills to assess engagement and product adoption leveraging metrics driven from the community and other sources, identify opportunities to improve both, and develop and execute programs to achieve these goals. The candidate will have exceptional verbal and written communication skills and is able to successfully facilitate and moderate online and offline conversations with our BlackLine Community. Strong collaboration across the organization is critical to this candidate's success to achieve common objectives and KPIs aligned to company goals.

Responsibilities:

 Customer Engagement and Voice of the Customer

• Own and execute on the roadmap for community growth and evolution
• Create and implement a framework to manage customer activities in the Community to ensure a consistent voice
• Facilitate the development of the community by encouraging peer-to-peer interaction and peer-based support of other community members
• Serve as voice of the community to the broader customer experience program
• Proactively monitor and be highly available and responsive to all inbound customer communication
• Propose and manage a long-term plan to ensure customer questions are answers based on pre-defined SLAs and cultivate community interaction amongst existing and prospective BlackLine users
• Ensure issues are responded to within defined SLAs
• Drive enablement and empowerment through self-service

Internal Cross-Collaboration

• Collaborate across departments to drive internal community engagement to better achieve corporate objectives
• Manage a cross-organizational Community task force, collaborating with Product, Marketing, Customer Teams and PR to define and execute on a successful content strategy, brand consistency and program execution
• Conceptualize and execute customer community campaigns to increase engagement by partnering with Marketing for events and advocacy programs, improve new customer onboarding and product adoption messaging to Blackline U training content, Knowledge articles.
• Work closely with our product and engineering teams to translate the benefits of new features to our community members and share insights from our community engagement and initiatives with those same teams
• Oversee technical, integration, and system administration aspects of the community, including partnering with the Enterprise Applications team to maintain and implement functionality
• Curate the knowledge and education assets library- ensuring resources are easily accessible, accurate, and up to date

 Metrics, Actionable Insight

• Monitor and report feedback, content trends, and online reviews
• Create reports and analyze engagement data and effectiveness of community initiatives as well as provide insights and recommendations
• Develop KPIs that align to corporate objectives

Qualifications:

• Bachelor's degree with minimum 5+ years of experience in community management, customer advocacy or product management
• B2B SaaS experience is highly preferred
• Previous experience in marketing campaigns and marketing messaging, Product Advocacy, Client Success, Customer Service or Sales Enablement, preferably with a SaaS company
• Analytically minded, with experience leveraging both quantitative and qualitative data to inform decisions
• Experience with process design and a passion for continuous improvement
• Self-starter able to thrive in a fast-paced, global and dynamic environment
• Understanding of UX design and development of community platforms to deliver the best user experience
• Experience working cross-functionally in the organization (Product, Training, Customer Success, Support, Marketing) to plan and deploy community initiatives
• Excellent written and verbal communication skills
• Experience with one or more online community and advocacy platforms (Salesforce -preferred, Influitive, Lithium, Jive)
• Proficient with Microsoft Office Suite (Word, Excel, PowerPoint, and Project)
• Experience with gamification, rewards and point-based badges
• Experience with BlackLine solutions, a plus!