Community Platform Manager

Location: Fully Remote in the USA

Job Overview:

The Customer Success team within Lexia Learning is seeking a highly skilled and motivated Community Platform Manager to join our team. This role is critical in managing all the technical aspects, configuration, and optimization of our online community platform, including building features and collaborating closely with the product engineering team.

Job Responsibilities:

Technical Management and Optimization:

• Manage the technical aspects of our online community platform, including configuration, administration features, and optimization of integration with Salesforce and Gainsight.

• Ensure seamless integration and functionality between the community platform and other systems, maximizing efficiency and user experience.

• Stay updated on platform updates, new features, and best practices to continuously enhance the technical infrastructure and capabilities of the community platform.

Feature Development and Collaboration:

• Work closely with cross-functional teams to gather requirements, prioritize features, and deliver an exceptional user experience.

• Develop and implement new features and enhancements for the community platform, ensuring alignment with business priorities and user needs.

• Take ownership of feature development within the community platform, from concept to deployment, leveraging selected tools and technologies to deliver high-quality solutions.

Technical Support and Troubleshooting:

• Act as a subject matter expert on the community platform, providing guidance and training to users and stakeholders as needed.

• Provide technical support to community members and internal stakeholders, troubleshooting issues related to platform functionality, integration, and performance.

• Collaborate with IT and development teams to implement customizations, enhancements, and bug fixes to address technical issues and improve platform usability.

• Collaborate closely with the product engineering team to support authentication and single sign-on (SSO) capabilities within the community platform.

• Ensure compliance with security protocols and best practices.

Data Analysis and Insights:

• Perform qualitative and quantitative analysis of community engagement metrics, user behavior, and customer feedback.

• Provide actionable insights and recommendations to drive more effective community engagement and customer success initiatives.

• Utilize data-driven insights to optimize community features, content strategy, and engagement tactics.

Job Requirements:

• Bachelor's degree in Computer Science, Information Technology, Business Administration, or related field; relevant certifications or equivalent experience preferred.

• 3+ years of experience in technical administration, operations, or management roles, preferably in online community management, CRM systems, or SaaS platforms.

• Proven technical skills with experience in configuring and managing online community platforms

• Proficiency in CRM systems (e.g., Salesforce, Gainsight) and experience with data integration and API management.

• Experience in feature development and collaboration with product engineering teams.

• Excellent analytical skills with the ability to interpret data, derive insights and make data-driven recommendations.

• Exceptional communication skills with the ability to effectively collaborate with cross-functional teams and communicate technical concepts to non-technical stakeholders.

• Detail-oriented with dynamic problem-solving and troubleshooting abilities.

• Ability to work autonomously, prioritize tasks, and manage multiple projects in a fast-paced environment.

To learn more about our organization and the exciting work we do, visit https://www.lexialearning.com/

An Equal Opportunity Employer

We are dedicated to fostering a culture that celebrates unique backgrounds, ideas, and experiences. All qualified applicants will receive consideration for employment without discrimination on the basis of race, color, age, religion, sex, gender, gender identity/expression, sexual orientation, national origin, protected veteran status, or disability.