At a Glance
- Tasks: Manage customer feedback and enhance community engagement for a leading software platform.
- Company: Techedin, a global IT staffing and tech services firm.
- Benefits: Competitive hourly rate, remote work, and opportunities for professional growth.
- Other info: Join a diverse team committed to innovation and inclusivity.
- Why this job: Make a real impact by translating customer insights into product improvements.
- Qualifications: 3-5 years in community management or customer success with strong communication skills.
The predicted salary is between 50 - 60 $ per hour.
We are hiring for a Community & Customer Success Program Manager to support customer engagement, Voice of Customer initiatives, and community operations for a leading enterprise software platform. In this role, you'll work closely with Product Management, UX Research, Customer Success, and cross-functional teams to ensure customer feedback is organized, analyzed, and translated into meaningful product improvements.
Key Responsibilities
- Manage the customer Ideas Forum by reviewing, triaging, and responding to customer feedback.
- Engage with customers to gather additional context and ensure feedback is actionable.
- Coordinate and manage Customer Council meetings, including agendas, documentation, and follow-ups.
- Build strong relationships with customers and encourage ongoing participation in feedback programs.
- Capture, analyze, and synthesize customer feedback into actionable insights for Product and UX teams.
- Track action items, customer requests, and program outcomes to ensure timely follow-through.
- Collaborate with Product Management, UX Research, Customer Success, and cross-functional teams.
- Use AI tools to analyze customer feedback, identify trends, and generate meaningful insights.
- Maintain accurate program documentation, reports, and customer feedback repositories.
- Support Voice of Customer initiatives by improving the visibility and impact of customer insights.
Must-Have Skills
- 3 to 5 years of experience in community management, Ideas Forum, customer success, customer support, program management, customer feedback management, market research, user research, or another customer-facing role.
- Strong experience managing external customer relationships.
- Customer Success experience with excellent professionalism and CRM proficiency.
- Experience using AI tools for data synthesis and insights generation.
- Excellent written and verbal communication skills.
- Strong interpersonal skills with the ability to collaborate effectively across cross-functional teams.
- Experience facilitating meetings, managing agendas, and coordinating follow-up activities.
- Strong project management and organizational skills.
- Exceptional attention to detail and ability to manage multiple priorities.
- Experience analyzing qualitative customer feedback and identifying trends.
- Strong problem-solving and critical-thinking abilities.
- Ability to work independently with minimal supervision.
Nice-to-Have Skills
- Experience managing Customer Advisory Boards, Customer Councils, beta programs, user communities, or user groups.
- Experience working with SaaS products, enterprise software, or technology platforms.
- Familiarity with product development lifecycles and product roadmap planning.
- Experience working closely with Product Managers, UX Researchers, Designers, Customer Success, or Product Operations teams.
- Familiarity with enterprise licensing, account administration, or software management platforms.
- Experience preparing executive-ready reports, presentations, and customer insight summaries.
Community & Customer Success Program Manager in Winnipeg employer: Techedin
TechedIn is an exceptional employer that fosters a collaborative and innovative work culture, allowing Data Platform Engineers to thrive in a fully remote environment. With a strong emphasis on employee growth, TechedIn offers opportunities for professional development and the chance to work alongside a diverse global team, making it an ideal place for those seeking meaningful and rewarding employment in the data engineering field.
