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Technical Community Manager

Chesterbrook, Pennsylvania 06/18/2019
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The rapidly growing and vibrant Boomi Community program is one of our key differentiators as a software provider and plays a critical role through our customers’ and partners’ journey, from awareness to advocacy. Our community provides a wealth of content and programs for customers to engage with one another and with Boomi, both online and offline. The online Community platform is the one-stop-shop destination that drives engagement.

Dell Boomi is seeking a driven individual obsessed with customer success to manage our Community platform and deliver an awesome online experience for our customers and partners. As technical community manager, you will be responsible for the configuration and ongoing management of the online platform to continually improve the Community experience and ensure members want to keep coming back and engage. You will work closely with internal teams including Product, Support, Services, and Marketing to coordinate content and answers that help customers. This role requires flexibility and strengths in a number of disciplines including written communication, external customer engagement, website design, technical administration and troubleshooting, and content management.

The technical community manager is a challenging role but is in the unique position to have a direct and profound impact on our users’ experience and shape the culture between Dell Boomi and its customers.

Role Responsibilities

  • Manage the Salesforce Community Cloud platform including but not limited to Community Builder and component configuration, user administration, group management, and content publishing.

  • Create a professional and engaging online experience for new and experienced users.

  • Monitor, answer, and moderate community activity to promote constructive discussions.

  • Manage and execute the backlog of Community platform projects and enhancement requests.

  • Work with a cross-functional team of content owners to foster development of compelling content that is clear, concise, and easy to understand.

  • Identify needs within the community and provide input regarding the continual improvement of the community site, and assist in strategy development for future phases.

  • Monitor activity and analyze usage data from the community to create insights for future content and engagement programs.

  • Lead by example in promoting an open, positive and active customer community.

  • Evangelize our products and technologies via interactions with the online community, and connect users with what they need to be successful to create a deeper relationship with Boomi.

Requirements

  • Obsessed with customer success and fostering an open, collaborative online experience.

  • Passionate about community best practices, principles, concepts, and technologies.

  • Excellent written and verbal communication skills and interactions in open online channels.

  • Must be hands-on and self-driven.

  • Ability to work collaboratively with a geographically-distributed workforce.

  • Methodical and organized, able to manage multiple projects, and adapt to changing priorities.

  • Able to excel in a fast moving, cross-functional, dynamic, and sometimes ambiguous environment.

  • Basic UI/UX design knowledge such basic HTML, CSS, and graphics skills.

  • Ability to travel up to 15%.

Preferred Experience

  • 2+ years previous experience managing an online technical community, developer relations, customer success, social media, or customer support with a record of creativity and innovation.

  • Experience with Salesforce Community Cloud and Lightning Builder a plus.

Job Family: Marketing Job ID: R71278
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