Description : Title: Community Engagement Specialist Summary of Role The Community Engagement Specialist is responsible for fostering a vibrant, inclusive, and productive customer community. The role centers around cultivating engagement by driving conversation, organizing virtual events, and amplifying the voice of the customer. The specialist builds a sense of belonging and trust within the community, ensuring participants feel heard and valued. In addition to community interaction, the role includes administration of user accounts, permissions, and access to ensure seamless participation. Working cross-functionally with Customer Support and Success, Product, IT, and Marketing teams, the specialist transforms community feedback into actionable insights and impactful improvements. How You’ll Succeed -Foster a responsive and supportive community by actively engaging with users and addressing their needs. -Increase participation through curated content, virtual events, and discussion prompts. That includes hosting and delivering feature demonstrations. -Track and report on community health indicators such as user growth, engagement metrics, support resolution time, and satisfaction scores. -Collaborate with internal stakeholders to ensure the community reflects brand standards and meets functional needs. -Train and support community moderators on best practices for engaging with community members and maintaining active discussions. -Monitor user behavior and enforce community guidelines to maintain a respectful and collaborative environment. -Administer community user access: approve registrations, manage user roles and permissions, and deactivate or escalate inappropriate accounts. -Serve as the primary contact for community-related support to logins, account settings, and access control. What You Bring -Strong interpersonal and written communication skills with an approachable and service-oriented tone. -Prior experience in community management or customer support, preferably in a digital platform context. -Knowledge of user administration tasks such as managing registrations, user groups, and access levels. -Familiarity with common community platforms (e.g., Salesforce Experience Cloud, Khoros, Discourse) and user management features. -Detail-oriented mindset with the ability to document procedures, resolve issues efficiently, and maintain user data integrity. -Basic understanding of GDPR or similar data governance principles as they apply to online user communities. -Comfort with collaboration tools and an eagerness to coordinate with other departments to solve user and platform challenges. -Ability to analyze engagement trends and propose actions based on user activity data. Who You Are Drives Engagement - Creating a climate where people are motivated to do their best to help the organization achieve its objectives. Communicates Effectively - You develop and deliver multi-mode communications that convey a clear understanding of the unique needs of different audiences. Interpersonal Savvy - Relating openly and comfortably with diverse groups of people. Situational Adaptability - Adapting approach and demeanor in real time to match the shifting demands of different situations. Plans and Aligns - Planning and prioritizing work to meet commitments aligned with organizational goals. All Company Core Competencies Customer Focus: You build strong customer relationships and deliver customer-centric solutions. Cultivates Innovation: You create new and better ways for the organization to be successful. Collaborates: You build partnerships and work collaboratively with others to meet shared objectives. Instills Trust: You gain the confidence and trust of others through honesty, integrity, and authenticity. Self-Development: You actively seek new ways to grow and be challenged using both formal and informal development channels.