Technical Community Manager (community platform experience essential) needed at Mimecast

Job Description

Customer Excellence at Mimecast is looking for an experienced and dynamic Community Manager to drive the execution of the Mimecast Community strategy for increased engagement in our online community.

We require a forward thinking expert with a proven track record of building and scaling community platforms across leading software companies. This is a critical platform for our company, directly impacting customer satisfaction, retention, and growth. You will be responsible for executing a comprehensive community strategy that leverages the latest technologies to enhance customer experience and boost team productivity.

You will also be managing a small global team to drive the core Community outcomes. The team, comprised of Community Moderators and Content Creators.  They are charged with providing our customers with a remarkable experience and the ability to self serve.

The candidate must have good operational knowledge and understanding of online community platform best practice, moderation techniques and tools, knowledge of online legal issues and be able to work independently. 

What you’ll do

• Program Management: Lead the execution of programmatic strategies and tactics to deliver value to our Community members. 
• Community Platform Development: Design and configure a scalable community platform from scratch, ensuring it is intuitive, engaging, and valuable for our customers. Working with our IT colleagues to ensure relevant integrations are developed and set up to support data feeds and analytics.
• Technology: Utilize generative AI and other advanced technologies to transform the customer experience, streamline support, and increase team productivity. 
• Best Practices Implementation: Bring the best practices from leading software companies to our community, ensuring we adopt the most effective approaches to customer engagement. 
• Cross-Functional Collaboration: Work closely with Product, Support, Marketing, Sales, and Customer Success teams to ensure a seamless and integrated community experience and to position the community as an indispensable touchpoint for driving value for these organizations. 
• Community Engagement: Foster a vibrant and supportive community environment where customers can share knowledge, collaborate, and support each other. 
• Moderation: Drive your team to implement the online technical moderation strategy across the Community and other online platforms, coordinating with stakeholders across the Company to ensure its effectiveness and providing superior quality of customer service and technical support to our community 
• Engagement: Build a gamification program to drive benefits of membership and increase engagement of members.  Track the overall value and effectiveness of this program and improve and enhance as the Community evolves. 
• Metrics and Reporting: Define and track key performance indicators (KPIs) to measure the community’s success and impact, providing regular reports to senior leadership. 

What you’ll bring

• 5+ years of experience in Community management. 
• Configuration specialist for administrative operations for assigned communities
• 3-5 years of proven people and project management, including management of stakeholders
• Proven experience in leading and managing a team of community professionals. 
• Strong understanding of business operations and how community initiatives contribute to overall success – and able to use this knowledge to contribute to strategic planning for Community execution.
• Demonstrated ability to lead change in a diverse and complex organization – ability to influence and negotiate will be a strong contributing factor to success.
• Excellent organizational and multitasking skills, and a proactive approach to sourcing answers and resources within and organization.  Ability to network cross functionally and cross regionally is a vital component for success. 
• Experience and strong working operational knowledge and understanding of online community platform moderation tools (Forums, Blogs, Photo Uploads, Commenting etc.) as well as experience in peer to peer support communities
• Strong communication skills – writing and editing.
• Experience and confidence with preparing & developing reports focused on tracking of key performance indicators – able to effectively communicate information and report statistics and present this to senior management.
• Proficiency in budget projection and tracking
• Good aptitude and understanding of technology/tools and be able to quickly onboard with new solutions
• A solid understanding and configuration experience of the Higher Logic community platform technology would be an advantage for any candidate interested in the role.