Community Program Manager

Website Okta

Foundation for Secure Connections between People and Technology

Position Description:

Okta is looking for an independent go–getter to develop and build a comprehensive community program for post-sale engagement and issue resolution for our customers and partners. As the Community Program Manager you are the evangelist for the program and responsible for the day-to-day success of the community. The Community Program Manager will design and build a program to leverage the community for 3-4 strategic company goals:

The community will be the single destination for existing customers and partners to consume the latest information about Okta (new product announcements, adoption best practices, support/security issues, end of life notices, etc).
Provide customers and partners with a robust self service support experience where they reduce dependence on case-based interactions with the global support team.
Allow customers and partners to provide input into Okta’s product roadmaps
As a result, this role will drive operational efficiencies and help Okta scale by leveraging technology and communities that drive customer success.

Duties and Responsibilities:

Build cross-functional community management framework via partnerships with Product, Support, Marketing and Customer Success.
Analyze data and surface insights from community to drive advocate on behalf of customers, drive decision making to improve products and processes, and drive long term customer and partner loyalty.
Drive membership & engagement in the community via campaigns, events, social, etc.
Build internal efficiencies and communications based on community activity (example: community influence on product roadmap)
Identify opportunities to “reduce the friction” and motivate customers to engage self-service or peer-based support options (e.g., Community Forums) first before submitting cases.
Establish and tune moderation and support/escalation processes.
Build internal and external feedback loops for program improvement
Supervise topic-based discussions to ensure resolution of technical challenges that have been raised through community and social media channels.
Build a strong community of brand advocates and technical evangelists.
Drive knowledge base article creation directed towards customer inquires from the Okta community.
Meet KPIs for the community and develop/distribute regular management reports for business reviews.
Be a liaison with the Customer Marketing team to coordinate overall social media and community engagement and interactions.

Strong technical project/program management experience (~5 years).
Experience in post-sale engagement/support via one-to-many customer facing channels.
Strong comfort with technology and experience working with technical teams.
Familiarity with product support and product development technologies and processes.
Ability to communicate technical concepts clearly and effectively.
Experience with major social media platforms (Facebook, Twitter, Jive) and dev-centric social sites (Quora, StackOverflow, Github, etc.) and experience executing best practices either on your own behalf or on behalf of a brand.
Data driven approach to decision-making and program design.
Hard-working, goal-oriented individual with a strong passion for online communities and social networking.
Great Presentation skills
A Bachelor’s degree or higher.
Strong interpersonal skills.
Strong written and verbal communications skills.
Strong work ethic and ability to work in a fast-paced environment.

Okta is an Equal Opportunity Employer


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