Do you like to connect people with information that can make them better at their jobs? Are you a fantastic communicator that can help others learn the secrets to great communication? Do you love creating a variety of communication pieces such as blogs, FAQs, web pages, videos, podcasts, webinars, infographics, and more? Can you listen to the voice of the stakeholder to understand their needs and build solutions to exceed their expectations? Would you enjoy interacting with stakeholders in a primarily online venue? If your answer is yes, then you’d probably love to join Sagitec as our User Community Manager.
Reporting into the Senior Director of Customer Advocacy, Engagement, and Effectiveness, the objective of this is a new position at Sagitec is to ensure our stakeholders are getting all of their needs met from the content that breaths and lives in our online community venue. In this role, you will support online discussion forums, our Q&A lifecycle process, new content production, help subject matter experts prepare for and communicate with customers, work as the administrator on customer-facing webinars, and execute against our customer engagement strategy. More than meeting the needs of our stakeholders, we want someone whose personal mission is to make every stakeholder fall in love with being a member of our user community.
What will you do in this position?
- Master all of the administrative duties and logistical responsibilities that it takes to meet our customer advocacy objectives. It takes a lot of elbow grease to meet the customer advocacy objectives that we have. Some data and spreadsheets need to be maintained; some meetings need to be scheduled: there’s stuff that needs to be purchased; there are vendors that need to be contacted. In short, there’s stuff that needs to be done that furthers our mission. We want someone who is willing to get their hands dirty and is excited to do the needful.
- Work diligently to improve the user community experience for members every day. We want someone who loves what they do and has an unmatched desire for making our stakeholder experience better than it was yesterday, every day. We are looking for someone interested in taking things to the next level, focused on places we can improve, and measures his/herself based on how delighted our stakeholders are.
- Train subject matter experts to become better communicators. The truth is that not all SMEs are great at communicating. It’s your role to ensure that content is high quality, including providing guidelines of what to include or exclude, providing feedback about presentation skills during mock webinars, editing blogs, and much more. We want someone in this role who is excited to work with SMEs to make them better communicators—not someone who is frustrated by this activity.
- Help people find the content and information they need. One of the biggest challenges to engagement and participation is simply being able to find what you’re looking for. We want someone who goes out of there way to make finding valuable content as easy as possible for our stakeholders.
- Ensure customer and other stakeholder queries are adequately addressed in a timely fashion. We expect a flood of questions from stakeholders that need routing to the appropriate SME for answers. We also expect SMEs to be busy and need follow up or encouragement. We expect these same challenges on discussion boards and other areas in our online platform. We want someone who isn’t afraid to hound SMEs to ensure the user community needs are met BUT, can also think outside the box and get creative when there are barriers to timely responses.
- Work with subject matter experts and other stakeholders to ensure the creation of value-add content, regularly. Content varies in medium and type. You will have to support SMEs in deciding what type of content to develop and medium to use. You will also be responsible for engaging the right SMEs and driving content pieces to closure, including things like ghostwriting or collaboration sessions where you help the SME understand what content should be delivered.
- Dig into the company to help mine out the best topics and sources of information. Sometimes customers will be asking for content to be developed. Other times, you will learn of a new initiative or find a golden nugget of information that you know in your heart will be awesome to share with the user community. You will work as a constant advocate for information that should be hosted on our online platform.
- Measure community engagement and help think up ways in which engagement can be improved. We aren’t just looking for high quantities of members to join our community. We are looking for high-quality interactions and participation. It will be your responsibility to measure and report on if what we are doing meets our objectives, delights our stakeholders, and positively impacts our KPIs.
- Of course, there will be a few other duties that we aren’t predicting at the moment. As our user community membership and platform grow and evolve, we anticipate that your role will grow and evolve in support. That said, the objectives remain the same—develop high-quality content that meets the needs of our stakeholders when they need it.
Interested? Here are a few other facts about our user community.
- Our user community supports both internal and external stakeholders—meaning that we have a single community for our employees as well as our customers. This can be challenging but in a good way.
- Our user community platform is built on top of a product that we sell to customers – Knowtion. This gives us lots of flexibility in determining new features that meet our needs and means that we have an in house development team dedicated to building us new features.
- We have a few sub-groups within our user community that we call Communities of Practice (COPs). We are getting ready to launch our largest COP to date (which is aimed at Application Developers). This launch is the catalyst for hiring this position. We don’t want our current staff size to constrain the success of our Application Developer COP.
Who are we looking for to fill this role?
We are looking for someone who is/has…
- Passionate and excited after reading our job description
- Great communication skills and high emotional intelligence
- Isn’t afraid of ambiguity
- Digs in and do the work without a lot of handholding
- Can work with lots of different stakeholders
- Someone who can understand the technical staff and translate it for a less technical audience
We think this means that you’ll:
- Have an educational or work background in communications, education/training, or marketing
- Have a few years of work experience in a professional environment under your belt
Things that are a plus for us include:
- Have prior user community experience
- Have previously worked for a software company with B2B customers
- Have experience with SharePoint administration functionality such as creating views and web parts
*For the right candidate, we are open for this job being a work-from-home (full or part-time) opportunity; otherwise, we are looking to hire candidates in Denver, Tampa, or Minneapolis.
