Manager - Customer Marketing

Role Overview:

The Community Manager will play a key role in building nurturing and expanding our global customer community. This individual will serve as a champion of our customer base working to foster engagement encourage knowledgesharing and create a positive and inclusive environment where users feel valued and supported. You will be the voice of our customers and the bridge between their needs and our product teams helping to shape the future of our platform.

Key Responsibilities:

• Community Engagement:
  Develop and execute strategies to grow and engage a diverse global community across forums user groups social media channels and inperson or virtual events. Facilitate meaningful interactions and ensure customers feel heard and supported.

• Global Customer User Group Development:
  Implement a global user group framework which includes creation of user groups in key cities / regions recruitment of chapter leaders building and executive an annual community calendar driving local engagement etc. 

• Build and drive key business communities:
  Strategise and drive critical community development plans for business partners and resellers globally by partnering with the local stakeholders and affiliate teams.  

• Community Events & Meetups:
  Plan and host online and inperson events including webinars product demos hackathons and customer meetups to foster deeper connections within the community.

• Moderation & Support:
  Lead and moderate customer discussions within online forums user groups and other community platforms. Provide guidance answer questions and ensure a positive respectful environment for all members.

• Collaboration with CrossFunctional Teams:
  Work closely with the marketing customer success and product teams to align community efforts with business goals and ensure seamless communication between customers and internal teams.

• Metrics & Reporting:
  Track community growth engagement and sentiment through key performance indicators (KPIs) such as active users forum participation and NPS scores. Provide regular reports and insights to leadership on community trends and opportunities for improvement.

Qualifications :

• Experience:
  10 years of experience in community management customer success or marketing preferably within a SaaS or tech environment. Handson experience in creating managing growing user groups and actively participating in online communities forums etc. is a must.

• Skills & Competencies:

  • Strong written and verbal communication skills with the ability to engage and inspire a global diverse community.

  • Experience with community management tools CRMs and social media management tools.

  • Comfortable hosting and moderating virtual events and webinars.

  • Ability to create compelling content (blogs videos webinars etc.) that resonates with customers.

  • Passionate about customer experience and building longlasting relationships with users.

  • Ability to analyze community data and provide actionable insights.

  • Empathy patience and a collaborative mindset.

  • Strong Individual Contributor Skills:

    • Demonstrate a proactive approach to problemsolving with the ability to analyze data identify trends and propose actionable recommendations for improving program effectiveness.

    • Take ownership of initiatives and drive them to successful completion while effectively managing priorities and deadlines in a fastpaced environment.

Additional Information :

• Working knowledge of industrystandard community management platforms (Insided Khoros VanillaForums etc.). 

• Experience with CRM and analytics platforms (e.g. Salesforce Google Analytics etc.).

• Familiarity with customer advocacy programs and usergenerated content strategies.

• Excellent communication presentation and interpersonal skills.

• Experience in leading crossfunctional teams and driving alignment towards common goals.

• Ability to thrive in a fastpaced dynamic environment and navigate ambiguity.

• Comfortable with a global working model alternating between partnering with local staff at NA EU and India with the ability to travel as needed.

At Freshworks we are creating a global workplace that enables everyone to find their true potential purpose and passion irrespective of their background gender race sexual orientation religion and ethnicity. We are committed to providing equal opportunity for all and believe that diversity in the workplace creates a more vibrant richer work environment that advances the goals of our employees communities and the business.

Remote Work :

No

Employment Type :

Fulltime