Hello! Someone recently asked me if Khoros has a job description for a Community Manager role. Community Management is a role and a practice and there can be lots of definitions of a community manager as well as levels of experience. I want to make sure I provide resources that will cover the range. If you have hired a Community Manager recently, or are looking and saw a great one, can you share those here?
There are a couple of useful resources on the subject. There's How to Write an Exceptional Community Manager Job Description on CMX and The Community Roundtable has Understanding Community Roles and Responsibilities in 2020.
Here is a job description our team wrote up for a recent Atlas hire:
Community Manager
Job Description
We are looking for a Community Manager with strong interpersonal skills and experience in bringing digital community experiences to life for both customers and staff.
The Community Manager will be responsible for the day to day operations of the community, and will work with Success, Sales, Marketing and Product teams to drive engagement and best practices.
When applying, please note any relevant b2b SaaS experience.
Responsibilities
The Community Manager:
- Demonstrates and provides training on community features, business challenges and solutions to internal and external stakeholders.
- Administers the community, including user account management and moderation escalations.
- Bridges communication between internal and external communities, engaging with Subject Matter Experts where relevant.
- Monitors community health and produces reports on relevant issues and outcomes.
- Helps manage programs (contests, webinars, giveaways) to drive adoption and success with our community.
- Assists with the management, upgrade and improvements, of features and functions, providing technical support to members and staff.
- Creates, configures and manages community page layouts designed for different business profiles and audiences.
- Manage Polls/Surveys to measure community member experience and sentiment
Preferences
- 3+ years Community Management experience
- Experience working in an enterprise environment with remote teams
- Working operational knowledge and understanding of online community platform moderation tools (Forums, Blogs, Photo Uploads, Commenting etc.)
- Proven ability to execute tasks with high quality and within time constraints
- Effective and versatile written and interpersonal communication skills
- Comfortable in a fast paced/dynamically changing environment
- Professional online community knowledge management or moderator experience preferred
- Experience with Khoros, Salesforce or other community platforms desirable
