Community Content Manager
Bengaluru, KA
Customer Success – Customer Growth Operations /
Full Time /
Hybrid
About Us:
Ushur is transforming the way enterprises communicate and engage with customers. Fueled by consumer’s self-service demands, enterprises are modernizing customer engagement and experience models. Ushur is fast becoming the platform of choice for Customer Experience Automation™, enabling these enterprises to leapfrog their digital native counterparts and deliver delightful customer and employee experiences. With cutting-edge Conversational AI, Machine Learning and Intelligent Process Automation technologies, Ushur has enabled Fortune 100 enterprises including some of the world’s most well-known brands in healthcare, insurance, banking and financial services sectors to automate their customer engagement. Cloud-native, 100% no-code and purely workflow-driven, Ushur empowers citizen developers within business operations teams to build AI-powered, fully automated and omni-channel experience to digitally transform customer journeys end-to-end.
Benefits
- Great Company Culture. We pride ourselves on having a values-based culture that is welcoming, intentional, and respectful. Our internal NPS of over 65 speaks for itself - employees recommend Ushur as a great place to work!
- Bring your whole self to work. We are focused on building a diverse culture, with innovative ideas where you and your ideas are valued. We are a start-up and know that every person has a significant impact!
- Rest and Relaxation. 20 days of flexible leaves per year, Monthly Wellness Friday (aka a day off to care for yourself) and more!
- Health Benefits. Preventive health checkups, Medical Insurance covering the dependents, wellness sessions, and health talks at the office
- Keep learning. One of our core values is Growth Mindset - we believe in lifelong learning. Certification courses are reimbursed. Ushur Community offers wide resources for our employees to learn and grow.
- Flexible Work. In-office or hybrid working model, depending on position and location. We seek to create an environment for all our employees where they can thrive in both their profession and personal life.
Why join us?
- We are passionate about Ushur, our product, and helping our employees grow and develop in their career in a caring, collaborative environment. We offer a very competitive compensation plan & stock options for the ideal candidates.
₹0 - ₹0 a year
The Role:
The Customer Success team at Ushur is responsible for driving adoption and value realization for Ushur customers.
As a Community Manager at Ushur, your role will be to build and actively nurture the Ushur user community.
This role would be responsible to enhance the community program, manage the community forum platform, evaluate the need for a newer platform and provide recommendations, actively monitor all community users and proactively guide users that are blocked, actively manage/respond to the community, use guerrilla tactics to drive engagement on the forum including hosting meetups, participating, and presenting in related events.
Responsibilities:
Help execute on the community strategy, roadmap, and success metrics.
Moderate, listen and engage regularly with our community members, providing them with any support and resources they need.
Constantly gather feedback from the community and bring those insights to the Product, Marketing, Sales and Engineering teams.
Create a volunteer-based Community Champions program to encourage engagement from within the community.
Escalate and flag issues as needed to keep the community a trusted space. Help manage and execute a community content strategy.
Work cross functionally with product and marketing on community engagement strategies. Help plan and run community events throughout the year.
Measure, analyze, update and track community data. Manage all internal and external community documentation.
Oversee the planning, execution, and delivery of Ushur product certification programs for users. Track and analyze the success of certification programs, providing insights for continuous improvement. Create community onboarding and offboarding processes.
Provide proactive guidance to encourage adoption and assist in education on product updates. Inspire Ushur employee participation on the forum and community events
Skills & Experience:
Passionate about being a community and customer advocate. You understand why customer voices are so important.
A strong communicator and writer - being successful in this role will require you to excel at both internal and external communication.
Proven work experience as a Community Manager or similar role.
Experience working in a SaaS industry preferred. Experience working with a developer community.
Highly organized, collaborative and detail oriented. Ability to manage multiple projects within time, schedule and quality constraints. Experience working with various online community platforms and tools. Good technical understanding and can pick up new tools quickly. Passion for technology and for being a part of a fast-growing SaaS startup where we move quickly and wear many hats. Experience working with cross-functional teams (e.g. Sales, Product, Marketing, Engineering) Flexible approach, able to operate effectively with uncertainty and change.
Driven, self-motivated, enthusiastic and with a “can do” attitude