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Customer Community Manager at Red Sift

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  • London, W1F 8GR
  • fulltime

About us
Red Sift's Digital Resilience Platform solves for the greatest vulnerabilities across the complete attack surface. By providing comprehensive coverage of an organization’s digital footprint through best-in-class discovery and monitoring, Red Sift enables users to proactively uncover threats within email, domains, brand, and the network perimeter. Paired with sophisticated remediation capabilities, Red Sift provides organizations with the tools to shut down phishing and ensure ongoing compliance with email and web security protocols.

Red Sift is a global organization with offices in North America, Australia, Spain, and the UK. It boasts an impressive client base across all industries, including Domino’s, ZoomInfo, Athletic Greens, Pipedrive, and top global law firms. Red Sift is also a trusted partner of Entrust, Microsoft, and Validity, among others.


About the Role

We are looking to hire a Customer Community Manager to join our fast-paced Customer Success team and build the Red Sift Customer Community online.

The Community Manager is a strategic individual within the global Red Sift Customer Success team who will be responsible for the Customer Community's success, enabling customers and partners to self-serve. The initial focus is on the Red Sift Customer Community launch, supporting the Red Sift Community's moderation and working with the Technical Support Manager to leverage Knowledge-Centered Service (KCS) to power the Knowledge Base. Over time, this will expand, and you will recommend, develop, and deliver additional support and enablement content by partnering with stakeholders across the organization to improve self-service success for Red Sift customers and partners and influence and lead the user experience of the Red Sift Community.


Key responsibilities

  • Delivers an exceptional customer experience through proactive communication and rapid responses in the Red Sift Community

  • Act as the face and voice of the Red Sift Community when engaging customers

  • Effectively leverage social channels to create and increase traffic recognising brand evangelists, nurturing and rewarding brand advocates

  • Assist in supporting a team of Topic Moderators to answer questions and mark the best answers

  • Drives customer enablement and empowerment through self-service and collaboration

  • Provide Knowledge Management thought leadership, creating a culture of knowledge sharing by communicating the vision and shifting behaviours that deliver outcomes

  • Perform a lead role in sharing existing Knowledge Base experiences both internally and externally, including methods for making knowledge searchable and consumable

  • Program support of KCS adoption

  • Analyze competitors, conduct research, and participate in industry-related events to stay aware of the latest trends and identify opportunities to expand or improve self-service adoption


Your background:

  • Proven experience in leveraging a Customer Community model in conjunction with a broader Customer Success org to deliver a superior customer experience

  • Good operational understanding of KCS methods, knowledge use culture, and benefits of delivering quality self-service digital experiences.

  • Excellent customer service and teamwork skills. Excellent written and verbal communication skills. Professional demeanour to maintain and enhance customer relationships.

  • Effectiveness in analyzing metrics and KPIs and ability to gather actionable insights.

  • Excellent organizational skills and perform well under pressure.

  • Ability to work independently.

  • 2-4 years experience as an Online Community Manager or member of a large Community Management Team, ideally in the software industry

  • Relevant work experience supporting customers in a technical environment preferred

  • Completion of the KCS v6 Fundamentals certification is highly desirable

  • Experience with Salesforce Service and Experience Cloud (Community) is a plus but not required.

  • Fluent English plus one (or more) of the following French, Spanish, German, Italian


Benefits:
The opportunity to participate in every aspect of the startup journey in rapid scaling mode
✊ The chance to participate in our mission to protect organisations and the people within them with cybersecurity software products that outsmart attackers at scale
A competitive base salary based on experience in addition to a performance-based bonus, equity plan and pension scheme
Optionally remote work, as long as you can drop by the office every now and then
25 days of vacation in addition to public holidays per year
‍♀️ A monthly budget for coaching and self-improvement such as courses, conferences and workshops
Health Insurance
Maternity / Paternity leave
️ Gym membership
Cycle to work scheme
One volunteer day per year
Flexible working hours, we trust you to work enough hours to do your job well, at times that suit you and your team

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