Customer Education And Community Manager

Summary

Join uConnect as the Customer Education and Community Manager and play a pivotal role in designing, delivering, and evaluating self-serve resources that empower clients to achieve their strategic objectives. You will develop and execute the strategy for customer education, manage the uConnect user community, lead webinar series, create knowledge base articles, and curate an email newsletter. This role requires strong communication skills, experience in customer success or related fields, and the ability to work cross-functionally. The ideal candidate is a strategic thinker with exceptional writing skills and a deep understanding of B2B SaaS and Higher Education. uConnect offers a fully remote work environment and a competitive compensation package.

Requirements

• Bachelor’s degree or equivalent experience in business, communications, marketing, or a related field
• Prior experience (3-5 years ideal) in customer success, customer education, marketing, product, or a related role within a SaaS or technology company
• Prior experience managing a virtual community space, increasing enrollments and activity in a sustainable way
• Strong communication skills, with experience in product technical writing preferred
• Comfortable with public speaking in both live and pre-recorded content, clearly explaining sophisticated issues to a range of audiences. You are able to make compelling content without a lengthy scriptwriting process
• Comfortable working and thriving in a fast-paced, start-up environment where we move quickly and wear many hats
• Excellent problem-solving and critical-thinking abilities and day-to-day project management
• Ability to work cross-functionally and collaborate with diverse teams
• Passion for the uConnect product and a desire to change the world of higher education

Responsibilities

• Develop the overall strategy for customer education, with the goal of driving product adoption in alignment with client’s goals or related outcomes through scalable means, including but not limited to: virtual events, written and video product documentation and walk throughs, asynchronous learning, and community forum engagement
• Own the strategy and execution of the uConnect user community space, increasing user enrollments and activity to create a self-sustaining and moderated community
• Lead a cohesive 1:many product adoption webinar series with evergreen content based on new trends and customer needs to encourage usage at-scale
• Iterate the framework and execute the creation of articles in the Knowledge Base, with the inclusion of written and video content to community product technical instructions
• Curate an email newsletter to customers, with a focus on product releases, tips and tricks, and customer examples
• Leverage qualitative and quantitative data to determine learning gaps and use that information to iterate and improve. You will work collaboratively to understand how to measure the performance of our content—what’s resonating, what’s driving traffic, what’s reducing support tickets, etc. to help make recommendations about what content we should create
• Provide regular reports to internal stakeholders on webinar attendance, usage of educational collateral, and any challenges or opportunities. Gather feedback to inform product improvements or enhance customer success workflows
• Work cross-functionally with sales, support, onboarding, customer education, product, and marketing teams to ensure a seamless client experience and successful outcomes
• Cultivate customers to act as uConnect champions at events, case studies, testimonials, and other highly visible activities to understand their goals, and help them maximize their usage of uConnect to elevate their work and scale their impact on student outcomes
• Serve as a product expert for clients to aid in support tickets, live support office hour events, and aid customers with an empathetic and empowering coaching mindset

Preferred Qualifications

• Experience working with CRM platforms (e.g., HubSpot) and customer success tools (e.g., Vitally, ChurnZero, Gainsight, etc.) is a plus
• Experience serving Higher Education institutions is a plus

Benefits

• Competitive compensation, including participation in a generous employee equity stock option program, and a wide range of employee benefits
• Fully remote organization