The Team:The Community team is part of the Global VE CoE which serves as the backbone of our Value Engineering organization, offering centralized functions that enable us to operate at scale effectively. These functions are designed to provide scalable solutions, targeted expert support for customer engagements, and to nurture fully ramped talents for our field teams.
The Role:As a Community Manager, you will be responsible for the day-to-day operations of the community and collaborate with cross-functional teams to address community questions and issues promptly. Leading the creation of community engagement and content, you'll partner with internal stakeholders to develop and manage community programs. This role involves acting as an internal and external evangelist for the Celonis Community and products, with a direct responsibility for facilitating and measuring community engagement. The work you'll do: Moderate the community and work with internal stakeholders to swiftly address questions and posts. Ensure all members adhere to the community's code of conduct.Build a scalable business expertise capability and support network for quick resolution of community issues.Develop a community content lifecycle, activate it through relevant stakeholders, and seed discussions to keep the community active and valuable.Promote events, new feature launches, and newly-released content.Ensure effective use of community platforms and tools, tracking metrics for program execution and success.Plan and facilitate training and documentation for internal and external users on navigating community features and processes. Provide technical support to users.Drive a positive user experience by acting as a liaison between users and the business. Advocate for users to the business and vice versa.Collect inbound product feedback and contribute to long-term product feedback and feature requests. Gather insights on developing community features to meet user needs and drive adoption.Identify, engage, and nurture community champions, implementing a champions program with recognition and support.Offer support to customer group owners in unfolding Celonis communities, building networks with partner and customer teams to drive awareness, adoption, and nurture Celonis champions. The qualifications you need: 4-7 years of work experience, including at least 2 years in managing online communities or in a support-related field such as customer success or customer operations in the SaaS environment.BA/BS degree is required; MBA is a plusTechnical background is a plus, passion to develop communities is mandatoryExceptional communication in English and people skillHTML and CSS knowledge preferredBasic design skills is a plusUnderstanding of community networks and – design, functionality, strategy.Ability to build and implement community-focused content strategiesExperience in developing developer communities, events and programsVery high attention to detailExcellent verbal, written, and presentation skillsA customer service mindsetMotivation to understand our products & servicesCuriosity to learn, ask questions and build meaningful relationships and programs#LI-DB5
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