Community Support Manager



InVision is the digital product design platform used to make the world’s best customer experiences. We provide design tools and educational resources for teams to navigate every stage of the product design process, from ideation to development. Today, more than 5 million people use InVision to create a repeatable and streamlined design workflow; rapidly design and prototype products before writing code, and collaborate across their entire organization. That includes 100% of the Fortune 100, and organizations like Airbnb, Amazon, HBO, Netflix, Slack, Starbucks and Uber, who are now able to design better products, faster.  


Our team is in search of a Community Support Manager to cultivate a strong customer support community in public forums, identify and strengthen relationships with community advocates, and promote and grow that community.


About the Team:


This role is part of the Customer Solutions team which helps prospects and customers understand and get the most value out of our products. Customer Solutions include pre-sales Solutions Consulting, post-sales Product Consultants, Product Training/Content, Tools, Operations, and Support. Key CFT partners include global Sales and Customer Success organizations. Cross functional partners include Marketing, Product, Engineering, Data Science, Business Technology, RevOps, and more. This critical role will require coordination across the org to scope, estimate, and prioritize work. You will manage Customer Solutions programs from beginning to end to ensure we’re delivering amazing results and drive key strategic initiatives.


What you’ll do:



  • Set, plan and implement community-based strategies to drive customers to scalable communications channels, self-serve content, and peer-to-peer engagement

  • 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

  • Leverage the Support Community to address needs of free, self-serve, and “marketing-driven” customer success customers in a 1:many model

  • Identify and nurture relationships with community “Ambassadors” and external partners to improve and promote the customer community

  • Coordinate with Support Managers 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 

  • Manage tech-touch educational resources through InVision's LMS to provide educational resources to drive adoption and activation at scale


What you’ll bring:



  • 3+ years experience of professional community management experience for a technology or design-focused user base

  • Familiarity with the Zendesk Guide (formerly Help Center) content platform and framework and demonstrated experience building a framework for knowledge management and familiarity with knowledge-centered support best practices

  • Experience leveraging customer engagement programs to increase SaaS business drivers

  • Highly organized with strong project/program management skills with the ability to solve complex problems by building scalable processes, systems, and solutions

  • Exceptional written and verbal communication skills

  • Proficiency with CSS, HTML, and Javascript for the purposes of content authorship

  • Previous InVision familiarity/experience, familiarity with Google Analytics or similar web analytics tools, and experience with design tools like Sketch, Adobe Photoshop, & Adobe Illustrator are a plus


About InVision:


InVision offers an incredibly unique work environment. The company employs a diverse team all over the world. Each InVision team member is given the freedom and tools to do their best work from wherever they choose.


The benefits we offer in the United States and Canada include competitive health plans and retirement plans. Some InVision-wide benefits offered to all employees across the globe include a flexible vacation policy, monthly coffee shop stipends, annual allowances for books related to your profession, and home office setup & wellness reimbursements. InVision is an international employer so some benefit offerings will vary from country to country.


InVision is proud to be an equal opportunity workplace. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status. If you have a disability or special need that requires accommodation, please let us know.


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