Sr. Manager, Community (Remote Eligible)

Smartsheet is looking for a Sr. Community Program Manager who will lead, guide, and promote our community customer experience with brand community engagement and customer champion program. You will lead the community team and will work cross functionally with our Marketing, Support, Product, Engineering, and other customer-facing teams to design the best engagement programs and experience for the end-to-end customer journey. You will be the voice of our customers for other teams and you'll be the voice of our brand as you serve and care for our customers.

This role reports to the VP of Digital Marketing and sits in Bellevue, WA or remotely.

You will need extensive experience in managing a brand community, social and customer marketing programs, an outstanding blend of skills including business acumen, influencer marketing, experience design, content & engagement, analytics and insight, leadership, communications & collaboration, program and project management skills.

You Will

• Define, build and lead Smartsheet community strategies, operations, and measurement.
• Run the Smartsheet customer champion program. Identify and nurture relationships with community "Ambassadors". Develop a solid partnership with some of our most valued customers, mobilize Smartsheet adoption.
• Provide members with an easy and valuable platform for trying to find information and sharing user-generated content (UGC) with insights, ideas and challenges with each other and with our brand, formulating a true online community and supportive group with like-minded users across the globe.
• Increase membership growth and user engagements with clear value proposition and brand promise throughout the customer journey. Map the community engagement experience with the buyer's journey to customer journey to loyalty, delivering value in every touch point and engagement moment.
• Build brand advocacy and drive demand gen and share of voice.
• Identify, measure, and report on community health key performance indicators and insights to guide the continuous growth of the community program
• Use the community platform for educating users with self-serve content on products, solutions, use cases, best practices, support, Partner, thought leadership content, DEI, etc.
• Partner closely with our Support team to help promote self-serve content and service, manage escalations and ensure a positive customer experience.
• Work with partner, agency, and technical teams to enhance the Community site features and functionality.
• Use gamification to create a user-centric community site.
• Gather and curate customer feedback to guide our own product development and service model.
  

You Have

• 8+ years of experience in community, social, brand advocacy or customer engagement management, with at least 4 years in a technology or software based community playing a leadership role.
• Highly organized with strong project/program management skills with the ability to solve complex problems by building scalable processes, systems, and solutions.
• People leader experience, with a background in cross-functional organization collaboration and managing technology agencies and partners.
• Outstanding verbal and written communication skills.
• Proven effectiveness at delivering summary updates, analytics and reports, capable of impactful presentations at the executive level.
• Past experience building brand ambassador programs or customer service programs is a plus.
• Familiarity with community platform and technology, partner with technical teams for development & customization is a plus.
  

Perks & Benefits

• HSA, 100% employer-paid premiums, or Buy-up medical/vision and dental coverage options for full-time employees
• Equity - Restricted Stock Units (RSUs) with all offers
• Lucrative Employee Stock Purchase Program (15% discount)
• 401k Match to help you save for your future (50% of your contribution up to the first 6% of your eligible pay)
• Monthly stipend to support your work and productivity
• Flexible Time Away Program, plus Incidental Sick Leave
• Up to 24 weeks of Parental Leave
• Personal paid Volunteer Day to support our community
• Opportunities for professional growth and development including access to LinkedIn Learning online courses
• Company Funded Perks, including a counseling membership, primary care membership, local retail discounts, and your own personal Smartsheet account
  

Equal Opportunity Employer

Smartsheet is an Equal Opportunity Employer committed to fostering an inclusive environment with the best employees. We provide employment opportunities without regard to any legally protected status in accordance with applicable laws in the US, UK, and Australia. If there are preparations we can make to help ensure you have a comfortable and positive interview experience, please let us know.

At Smartsheet, we strive to build an inclusive environment that encourages, supports, and celebrates the diverse voices of our team members who also represent the diverse needs of our customers. We're looking for people who are driven, authentic, supportive, effective, and honest. You're encouraged to apply even if your experience doesn't precisely match our job description—if your career path has been nontraditional, that will set you apart. At Smartsheet, we welcome diverse perspectives and people who aren't afraid to be innovative—join us!