The User Group Manager will play a pivotal role in fostering a strong community among our users, enhancing customer engagement, and encouraging collaboration through user groups. This individual will be responsible for building, managing, and nurturing relationships with our users, supporting group activities, organizing events, and ensuring users have a platform to share insights and best practices. The role requires a blend of community management, customer support, and event planning.
Key Responsibilities:
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Community Building & Engagement
- Develop and execute strategies to grow user group participation and engagement.
- Establish and support user group chapters across various regions and platforms, creating opportunities for users to network, collaborate, and share knowledge.
- Act as a primary point of contact for user group leaders and members, offering guidance and support.
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Event Planning & Execution
- Plan, organize, and coordinate user group events, including in-person meetups, virtual webinars, workshops, and an annual user group conference.
- Collaborate with internal teams (marketing, product, customer support) to provide content, speakers, and resources for user group events.
- Manage event logistics, including registration, promotion, content, follow-up, and feedback collection.
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Advocacy & Communication
- Capture and communicate user feedback, challenges, and success stories to relevant internal teams to drive product improvements and customer satisfaction.
- Develop communication channels (newsletters, forums, social media) to keep user group members informed and engaged.
- Foster a community of product advocates and ambassadors who champion our brand.
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Program Development & Improvement
- Monitor and assess user group program effectiveness, using analytics and feedback to identify areas for improvement.
- Create and maintain resources, best practices, and training materials to empower user group leaders and members.
- Track metrics on engagement, satisfaction, and growth, reporting regularly to stakeholders.
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Experience:
- 3-5 years of experience in community management, customer success, event planning, or related field, preferably within SaaS, tech, or B2B environments.
- Proven track record of building, managing, and growing user groups or customer communities.
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Skills:
- Strong organizational skills and the ability to manage multiple projects and priorities.
- Excellent communication and interpersonal skills, with the ability to engage and build rapport with diverse user groups.
- Proficiency with community management tools, social media platforms, and virtual event platforms.
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Attributes:
- Passion for customer advocacy and community-building.
- Creative problem-solver who can think strategically and act tactically.
- Strong sense of ownership, initiative, and ability to work independently and collaboratively.
Preferred Qualifications:
- Familiarity with [specific software or industry knowledge relevant to the company’s product]
- Experience with CRM, analytics tools, and customer engagement platforms.
This role is ideal for someone who thrives in a people-oriented position, enjoys fostering connections, and is committed to creating a vibrant, collaborative user community. If you’re passionate about customer success, relationship-building, and creating memorable experiences, we’d love to hear from you!
