Community Manager, The Peak

| Seattle
Outreach is the number one sales engagement platform with the largest customer base and industry-leading usage, helping companies achieve their revenue goals and drive more insightful engagement with their customers. 

Thousands of customers, including Cloudera, Glassdoor, Pandora, and Zillow, rely on Outreach to execute a repeatable playbook, drive collaboration between sales and marketing, and deliver higher revenue per sales rep.

The Role
We’re looking for an experienced Community Manager to connect and activate our customer community, The Peak, around a shared mission and identify and strengthen relationships with community advocates.

This role is part of the Community team, which also operates Sales Hacker, a community for all B2B Revenue Professionals.

Success in this role will require coordination with cross-functional partners across the organization in Marketing, Product, Engineering, and global customer-facing teams to drive and manage Community programs from beginning to end, ensuring we deliver an amazing customer experience and drive key strategic initiatives.

Location: We are open to this position being remote. 

Your Daily Adventures Will Include

  • You will work within our Community team and be the primary owner for Outreach’s admin and user community, The Peak.
  • Define OKRs for The Peak, and execute against them.
  • You will create campaigns and community engagement strategies that extend the level of community support to help customers share best practices, improve support case deflection, and increase customer retention and adoption
  • Build and maintain a strategic twelve-month roadmap of community projects, initiatives, and resources required
  • Create and maintain workflows to escalate community posts to Outreach support teams
  • Identify, deploy, and manage internal and external systems to track community activity, sentiment, and the effectiveness/ROI of community programs
  • Monitor industry trends and enact best practices in community management
  • Identify, measure, and report on community health KPIs, impact metrics, resourcing, and overall feedback
  • Liaise with other departments to stay updated on new marketing initiatives, product and service developments, and to ensure brand consistency
  • Identify and nurture relationships with community "Ambassadors" and external partners to improve and promote the customer community
  • Coordinate with Support and Customer Success to cross-train and schedule resources for community moderation, document community moderation processes and establish escalation paths to operationalize day-to-day community management
  • Directly respond as needed to engage qualified customer inquiries and requests

Basic Qualifications

  • Minimum of 3+ years experience managing a growing and highly-engaged online customer community for a technology or sales-focused user base
  • Experience managing community software platforms such as VanillaSoft, Salesforce Experience Cloud, Khoros, Higher Logic, Discourse, etc.
  • Experience with Web Analytics (Google Analytics, Amplitude), SEO and Social Media Marketing Tools such as Sprout Social
  • An obsession with community-building and making data driven decisions to deepen value for community members
  • Deep customer empathy and solid judgement - the ability to quickly decide what to say, when to escalate, when to direct members to other resources
  • Exceptional written and verbal communication skills
  • Experience leveraging customer engagement programs to increase key SaaS business metrics
  • Highly organized with strong project/program management skills with the ability to solve complex problems by building scalable processes, systems, and solutions
  • Previous Outreach familiarity/experience, familiarity with Google Analytics or similar web analytics tools, and experience with design tools like Canva are a plus

Why You’ll Love it Here

  • Generous medical, dental, and vision coverage for full-time employees and their dependents
  • Flexible time off 401k to help you save for the future
  • Company-organized and personal paid volunteer days to support the community that supports usFun company and team outings (or virtual events these days!) because we play just as hard as we work
  • Diversity and inclusion programs that promote employee resource groups like OWN (Outreach Womxn's Network)
  • A parental leave program that includes not just extended time off but options for a paid night nurse, food delivery, gradual return to work, and the Gottman Institute's Bringing Home Baby course for new parents
  • Employee referral bonuses to encourage the addition of great new people to the team
  • Plus, unlimited snacks and beverages in our kitchen (once we're back in the office, that is!)
  • We’re an equal opportunity employer.
  • All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status


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Technology we use

  • Engineering
    • GolangLanguages
    • JavascriptLanguages
    • PythonLanguages
    • RubyLanguages
    • Elixir Languages
    • ReactLibraries
    • ReduxLibraries
    • HadoopFrameworks
    • Node.jsFrameworks
    • Ruby on RailsFrameworks
    • SparkFrameworks
    • MySQLDatabases
    • RedisDatabases

Location

Our Lower Queen Anne office is located along the beautiful Elliott Bay waterfront north of Belltown, near Myrtle Edwards Park.

What are Outreach Perks + Benefits

Outreach Benefits Overview

At Outreach, we believe in taking care of our employees as whole people, and our benefits and perks reflect that value. We offer benefits and perks such as flexible time off, a 401k to help save for the future, employee resource groups, and Diversity, Equity, and Inclusion trainings. Our wellness benefits include a generous medical, dental, and vision package for full-time employees and their dependents, access to our EAP (Employee Assistance Program), mental health supports, and FSA and DCFSA options. For new parents, we offer a parental leave program that includes not just extended time off but options for a paid night nurse, food delivery, gradual return to work, and the Gottman Institute's Bringing Home Baby course.

Culture
Volunteer in local community
Outreach organizes quarterly events for employees to volunteer together in the community. We also offer paid time off for volunteer days.
Friends outside of work
Eat lunch together
Intracompany committees
Daily sync
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Pair programming
Open office floor plan
Diversity
Highly diverse management team
Outreach's leadership team is highly diverse, reflects our commitment to diversity and inclusion, and is focused on continuous improvement of our DEI initiatives.
Unconscious bias training
We offer DEI trainings to help facilitate understanding of issues surrounding equity and inclusion, including unconscious bias.
Diversity manifesto
Mean gender pay gap below 10%
Diversity Employee Resource Groups
Employee Resource Groups such as Outreach Womxn's Network (OWN) and others that exist to support employees from underrepresented populations are supported from the top down at Outreach.
Hiring Practices that Promote Diversity
Outreach provides training to encourage diverse hiring and the Recruiting Team is constantly searching for innovative ways to reach a diverse population of candidates.
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
All employees receive a basic life insurance plan at the $100,000 level. Employees can elect voluntary life insurance if they would like additional coverage beyond the $100,000 level.
Wellness Programs
Outreach's EAP (Employee Assistance Program) offers free, confidential counseling, 24-hour crisis telephone counseling, addiction support, etc.
Mental Health Benefits
Retirement & Stock Options Benefits
401(K)
Company Equity
Performance Bonus
Child Care & Parental Leave Benefits
Generous Parental Leave
Flexible Work Schedule
Outreach provides flexible start and end times, as well as flexible Friday schedules.
Family Medical Leave
Return-to-work program post parental leave
Vacation & Time Off Benefits
Unlimited Vacation Policy
Generous PTO
Outreach offers unlimited PTO.
Paid Volunteer Time
Paid Holidays
Paid Sick Days
Outreach offers unlimited PTO.
Perks & Discounts
Beer on Tap
Casual Dress
Commuter Benefits
Company Outings
Stocked Kitchen
Some Meals Provided
Happy Hours
Parking
Pet Friendly
Relocation Assistance
Professional Development Benefits
Job Training & Conferences
Diversity Program
Lunch and learns
Cross functional training encouraged
Promote from within
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