Community Manager

InVision made its name helping design teams create the world’s best digital products. We broadened our impact as a thought leader guiding organizations toward design maturity. We explored new territory by bringing those two streams together and pioneering visual collaboration. Now we’re taking what we've learned and built, and expanding our reach to designers and non-designers alike. 

InVision is the visual collaboration platform powering the world’s best companies. The heart of InVision is Freehand, our online digital whiteboard. We built Freehand to transform the way people work together. Transformation is a bold term, but we stand by it. So do our users from Amazon, Anthem, and American Express. And that’s just the A’s. We are trusted by 100% of the Fortune 100 because we understand that collaboration is about more than just seeing each other - it’s about fueling each other. More than 7 million people across global enterprises and small teams come to us when they are looking to transform the way they work together. InVision’s platform, education, and community enable businesses to work across distances and disciplines to unlock the expertise of every team member and deliver powerful business results.

We’re on a mission to transform the way people work together by helping them collaborate better. On anything. From anywhere. 

We are shaping the future of work. 

Come join us.

InVision is a globally distributed, 100% remote organization. Our internal culture is made up of diverse, collaborative connections across more than 25 countries – forming a community where everyone belongs, thrives, and grows.  

Our team is in search of a Community Manager to cultivate and grow our online customer support community by applying their community moderation and engagement expertise, identifying and strengthening relationships with advocates and influencers, and synthesizing key insights to deliver back to the business. We’re looking for someone who can drive clear opportunity definition, solution ideation, and the creation of actionable, outcome-driven execution plas while maintaining a high degree of adaptability to evolving business needs.

About the Team:

This role is part of the Customer Experience (CX) Programs team focused on increasing retention through helping customers adopt and derive the most value out of our products. The CX Programs team includes CX Program Management, Technical Documentation, and Community Management. Within the broader Customer Experience team, you’ll work closely with the global Support and Customer Success organizations. However, this critical role will also require coordination with cross-functional partners across the company in Marketing, Product, Engineering, Sales and other global customer-facing teams to drive and manage Community programs from beginning to end, ensuring we deliver an amazing customer experience and drive key strategic initiatives.

What you’ll do:

• Help set, plan and implement community-based strategies to drive customers to scalable communications channels, self-serve content, and peer-to-peer engagement

• Identify, measure, and report on community health KPIs, impact metrics, resourcing, and overall feedback

• Coordinate with Support Managers and other cross-functional partners to establish new community moderation workflows,  cross-train and schedule resources for community moderation, document community moderation processes and establish escalation paths to operationalize day-to-day community management 

• Leverage the Support Community to address needs of customers within our customer success at scale programs

• Collaborate with CX Program Managers to develop and provide educational resources to drive adoption and activation at scale

• Liaise with other departments to stay updated on new marketing initiatives, product and service developments, and to ensure brand consistency

• Identify and nurture relationships with customer brand advocates and external partners to improve and promote the customer community

• Synthesize and deliver actionable insights from the community back to the relevant internal teams

What you’ll bring: 

• 3+ years experience of professional community management experience for a technology community, preferably SaaS

• Familiarity with the Zendesk Guide (formerly Help Center) content platform and framework and demonstrated experience building a framework for knowledge management and familiarity with knowledge-centered support best practices

• Experience leveraging customer engagement programs to positively impact Customer Experience business drivers like engagement, advocacy, and retention

• Highly organized with strong project/program management skills with the ability to solve complex problems by building scalable processes, systems, and solutions

• Exceptional written and verbal communication skills

• Comfort with working across multiple mediums of communication (e.g. conversational short-form, long content pieces, recorded video, live virtual events, etc.)

• Proficiency with CSS, HTML, and Javascript for the purposes of content authorship

• Previous InVision familiarity/experience, familiarity with Google Analytics or similar web analytics tools, and experience with design tools like Sketch, Adobe Photoshop, & Adobe Illustrator are a plus

About InVision:

InVision offers an incredibly unique work environment. The company employs a diverse team all over the world. Each InVision team member is given the freedom and tools to do their best work from wherever they choose.

The benefits we offer in the United States and Canada include competitive health plans and retirement plans. Some InVision-wide benefits offered to all employees across the globe include a flexible vacation policy, monthly coffee shop stipends, annual allowances for books related to your profession, and home office setup & wellness reimbursements. InVision is an international employer so some benefit offerings will vary from country to country.

InVision is proud to be an equal opportunity workplace. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status. If you have a disability or special need that requires accommodation, please let us know.