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Peakon Global Customer Community Manager in New York, New York

At some companies, you can feel the momentum building. People are engaged, they're approaching their work with energy, enthusiasm and resilience. Being part of the organisation becomes part of your own identity.

At others, it feels impossible to get everyone pulling in the same direction. People lose sight of the company's purpose, they start looking out only for themselves – or elsewhere for new opportunities.

Peakon was started to help companies around the world build better workplaces. Where employees know they're listened to, managers learn from their own decisions and develop as leaders, and entire organisations see a step-change in what they can achieve.

At Peakon, we believe that work should work for people, not the other way around. With us, you’ll find a transparent salary model, unlimited vacation, and maximum freedom to develop and execute your own ideas. Our style of collaboration is driven by our mission – help every employee drive the change they want to see.

Who You Are:

A strategic thinker and collaborative self-starter who loves to delight and engage customers. The Community Manager will focus on building and maintaining Peakon’s customer community while elevating the customer’s experience throughout their lifecycle.

Success in this role is measured by your ability to increase community enrollment and customer engagement while streamlining processes.

Key Responsibilities:

  • Maintain Peakon’s online community which will serve as a primary destination for our customers to network and strategize with one another from every corner of the world.

  • Lead the Peakon community taskforce to work cross-functionally and gather creative ideas/needs across the business.

  • Host bi-monthly customer community drop in sessions - updating the business on what’s new, what’s to come, community ROI and engagement stats.

  • Maintain customer community calendar to record all upcoming promotions.

  • Increase community awareness (internally and externally) and report on customer community ROI and engagement MoM.

  • Launch and maintain Peakon’s customer reference and referral program while fulfilling all reference requests and tracking referrals MoM.

  • Manage all third-party review sites to increase Peakon’s presence and support pipeline (G2, Capterra, TrustRadius, etc).

  • Maintain and update external customer stats, newsletter, customer logo and testimonial decks, etc.

  • Support key deliverables, events, and other customer programs as needed.

Requirements

  • 1-2 years of experience in SaaS, ideally in a Customer Marketing or a Customer Success role

  • Experience in customer-facing role in customer experience, community management, customer success and/or marketing, sales or sales development, or customer advocacy programs a plus

  • Building relationships and delighting customers is what you live for, going above and beyond to turn customers into raving fans.

  • Ability to see the big picture and focused on measuring ROI through all customer experience programs, in addition to increasing referrals, cross-sell/upsell opportunities, retention, and loyalty.

  • Creativity in engaging and motivating advocates with out-of-the-box thinking and innovative programs.

  • Excellent communication, writing, follow-up, and storytelling skills

  • Ability to multi-task and work on several projects, often under tight timelines, and consistently deliver results

  • Strong cross-functional stakeholder communication and engagement skills

  • Keen attention to detail and focus on delivering a high-quality work product across all programs

  • Outstanding customer relationship-building skills

  • Flexible, can-do attitude, with the ability to thrive in a very dynamic environment

Benefits

  • Unlimited Vacation Policy

  • 401k w/ Match

  • Equity Program for all Employees

  • Flexible family leave policy

  • Dependent Allowance Program

  • Flexible work and travel policy

  • Company-wide trips

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