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Netskope is hiring a Technical Community Manager - Remote US or Canada

This is a remote position.  The candidate can live anywhere in the US or Canada.
About Netskope

Today, there's more data and users outside the enterprise than inside, causing the network perimeter as we know it to dissolve. We realized a new perimeter was needed, one that is built in the cloud and follows and protects data wherever it goes, so we started Netskope to redefine Cloud, Network and Data Security. 

Since 2012, we have built the market-leading cloud security company and an award-winning culture powered by hundreds of employees spread across offices in Santa Clara, Bangalore, London, Melbourne, and Tokyo. Our core values are openness, honesty, and transparency, and we purposely developed our open desk layouts and large meeting spaces to support and promote partnerships, collaboration, and teamwork. From catered lunches and office celebrations to employee recognition events (pre and hopefully post-Covid) and social professional groups such as the Awesome Women of Netskope (AWON), we strive to keep work fun, supportive and interactive.  Visit us at Netskope Careers. Please follow us on LinkedIn and Twitter@Netskope.

About the position:

This is a unique role and you are a unicorn.  We are looking for a variety of candidates that have a mix of experience working with technical online communities. We encourage you to apply if you are a strong worker with 10+ years of work experience.  You’re experienced with Community Building, Strategy, User Groups, Khoros (Lithium) Community Platform Administration, Advocacy, Program Management, and have solid technical acumen.

As an Online Community Management team member, you will be hands-on in planning, promoting, and executing highly effective and engaging community programs from end to end. You have a natural inclination to measure the effectiveness of community activities, strong program management skills, and can effectively orchestrate many moving parts.

You will work closely with cross-functional teams like Customer Experience, Campaigns, Product Marketing, Product Management, and the Partner Alliance team to help deliver a great customer experience and drive engagement, customer stickiness, and lifetime value.

This role reports to the Senior Manager of Online Communities on the Corporate Marketing team. A remote posting is suitable and can be based in the U.S. or Canada.

We want you to think big, be tenacious, and be able to set priorities with attainable goals. 

  • The ideal candidate has strong experience advocating for customers and getting stakeholder buy-in
  • Strong analytical, data, and troubleshooting skills
  • Strong relationship and collaboration skills with a proven preference to motivate through influence and connection
  • Creative problem solver. Able to identify real obstacles and viable solutions
  • Ability to lead teams indirectly including via matrix and dotted line environments
  • Prior experience with creating processes - designing, implementing, and improving effective and efficient work processes
  • Demonstrated ability to manage multiple workstreams and deliverables in a matrixed organization structure

Responsibilities include:

  • Serve as the main contact with our platform vendor (Khoros) to identify, communicate, and resolve platform bugs and other issues
  • Serve as the main contact with our community consultants and development vendors for customization requests 
  • Be responsible for the configuration of the Khoros platform, enabling us to get the most out of the platform
  • Help develop and execute the strategy and roadmap for the Netskope Community for global and regional community growth
  • Measure, analyze, update and track community data, providing timely, regular reporting throughout the company
  • Manage all internal and external community documentation
  • Escalate and flag issues as needed to keep the community a trusted space
  • Identify opportunities to surprise, delight, and show our community members how much we appreciate them
  • Develop, plan, and help run community events throughout the year
  • Work with the Marketing and Product teams to develop, manage, and execute community initiatives along with community content strategy
  • Develop and drive the overall content strategy for the Community
  • Plan, launch, and monitor community initiatives that focus on growth and engagement, with a keen understanding of success metrics and KPIs to influence decisions and priorities
  • Educate and lead our group of community moderators and maintain best practices and standards of engagement across all communities
  • Provide recommendations to improve our Khoros implementation

Job Requirements:

  • 5+ years experience in a community management role
  • SaaS company experience preferred
  • Security and/or Networking (IT/technology industry) experience is a plus
  • Experience in agile work environments is a plus
  • Familiar with Salesforce and other MarTech tools
  • Familiarity with VLOOKUPs and pivot tables to manipulate data
  • Web design (CSS, HTML).  You don’t have to be a whiz, but you can understand how to edit some easy code when necessary
  • Understanding of how systems work together and how to talk to technical teams (ie. you know what SSO is and you know what an API is for)
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