Associate Community Programs Manager

Team Description: 

The Customer Education and Community team is responsible for customer growth and retention through scaled learning experiences. Our mission is to empower all users to achieve business outcomes and drive product adoption, regardless of size or spend. We meet customers where they’re at, delivering personalized, high-impact engagements across the customer journey through on-demand, 1:many, and community learning opportunities.

We are seeking an Associate Community Programs Manager to support our diverse community properties, including Pendo Academy, Mind the Product, Pendo’s global user group program, and our Discussion Forum. 

This role is crucial in building and maintaining positive relationships between Pendo and its community of customers. A successful Associate Community Programs Manager is someone who can enhance the experience for our customers, build a sense of belonging within the community, and drive engagement.

Role Responsibilities:

Pendo User Group (PUG) management:

• Onboard new user group leaders and promote local chapters.
• Manage event logistics, including venues, food, and beverage services.
• Handle event pages and reminders using Splash.
• Review feedback, recommend improvements, and share outcomes.
• Collaborate with Marketing and Customer Success to maximize registrations.

Discussion Forum management:

• Oversee the community moderation program by regularly reviewing questions and comments, escalating issues as necessary.
• Train new Discussion Forum moderators on effective community engagement, responsibilities, and expectations.
• Organize and report on themes and trends to help with support deflection efforts.

Mind the Product community training management:

• Manage student registration, payments, and related inquiries, coordinating with Finance as needed.
• Schedule instructors and handle contracts and payments with Legal and Finance.
• Send pre- and post-class communications, including reminders and surveys.
• Collaborate with Marketing and Customer Success to maximize enrollment and handle changes like withdrawals and cancellations.
• Maintain course records, answer course-related questions, resolve technical issues, and summarize feedback for improvements.

Minimum Qualifications:

• Strong written communication and presentation skills. 
• Ability to manage multiple projects and tasks while staying organized and efficient.
• Self-motivated, independent, quick-thinker.
• Interest in, and aptitude for, learning new tools and software. 

Preferred Qualifications:

• 1-3 years experience managing social media platforms or online communities.
• Undergraduate degree in communications, marketing, advertising, public relations, media studies, business and/or related fields.
• Familiarity with Pendo and our core personas.
• Experience using Splash, Cvent, or other event management tools.

Pendo Description:

Pendo was founded in 2013 by former product managers, who combined their heads and hearts to build something they wanted but never had as product managers -- a simple way to understand and attack what truly drives product success.  Our mission is to improve society's experience with software.

Come join one of the fastest-growing startups, supported by best-in-class institutions like Battery Ventures, Salesforce Ventures, Spark Capital and Meritech. You will gain experience in a diverse and exciting set of technologies and clients and have a real impact on Pendo's future. Our culture is passionate, dynamic, and fun.

EEOC

We are an equal opportunity employer and believe having diverse teams where everyone brings their whole self to Pendo is key to our success. We welcome all people of different backgrounds, experiences, abilities and perspectives.

Accessibility

Pendo is committed to working with, and providing access and reasonable accommodation to, applicants with mental and/or physical disabilities. If you think you may require accommodation(s) for any part of the recruitment process, please send a request to: accommodation@pendo.io. All requests for accommodations are treated discreetly and confidentially, as practical and permitted by law.

Compensation 

Our salary ranges are based on paying competitively for our size and industry, and are one part of many compensation, benefits and other reward opportunities we provide.

The expected base salary range for this role to be performed in:

Raleigh, NC - USD $55,000 - $63,000

Individual pay rate decisions, including offers made within and over the expected salary range, are based on a number of factors, including qualifications for the role, experience level, skillset, and balancing internal equity relative to peers at the company.

 

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Last updated on Aug 14, 2024