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Online Customer Community Manager
Brand: SumTotal
Req#: 218141
Updated: 11/15/2013
Job Type: Regular
Location: US-Remote
Category: Marketing
Salary: Salary + Bonus
Benefits: Benefits
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Job Description

The SumTotal Customer Community Manager will be responsible for launching, growing and managing SumTotal’s Socious-based Online Customer Community. The online community manager will be responsible for developing internal and external engagement processes, encouraging collaboration and involvement among community members and the SumTotal community and driving awareness for SumTotal’s products, services, solutions and success. This role requires superb abilities to integrate cross-organizationally, implement campaigns and communicate to stakeholders internally and within the community.




•           Act as a single point of contact for all kind of community issues or concerns from the customers/employees. Route customer issues/concerns to the appropriate department and follow-up if not responded within defined SLAs

•           Monitor postings to the communities (discussions, comments, questions, documents, etc), alert the subject experts to issues that need to be addressed and ensure community satisfaction with responses.

•           Define content and communication strategy for the community

•           Coordinate with the key content contributors and distribute the exclusive content that has been created specifically for community’s target audiences

•           Manage editorial calendars to keep content in the community fresh and relevant. Build widgets and messaging aligned to campaign promotions in the community.

•           Identify and empower customer community ‘leaders’ to be evangelists and use forum to identify potential customer references more broadly.

•           Think creatively to identify strategies and activities that foster a sense of community, provide a welcoming and open environment where people can learn to use and get support for SumTotal products, services and solutions.

•           Collaborate with social media manager and customer marketing lead to develop and implement promotions and engagement strategies as they relate to key goals and priorities.

•           Identify and modify processes that will improve the customer experience and performance of the  community

•           Develop and implement new ways to drive awareness of community activities internally. Provide internal and external community training as necessary; Manage and update training and support materials whenever the community process/features changes

•           Measure success of community engagement and provide regular reports to identify and report on community trends. Gather feedback based on observations and report qualitative results to internal stakeholders; provide recommendations to improve the community’s health.

•           Assure management that things are running as they should be and flag challenges when necessary

•           Account administration and troubleshooting


•           Bachelors degree in marketing-related field

•           At least 3 years of experience in managing online and offline communities

•           Experience with Socious platform a plus

•           Demonstrated experience developing and operationalizing online community-building strategies

•           Basic HTML, photoshop (or equivalent) skills and Microsoft office proficient

•           Conceptual understanding of online user experience principles

•           Ability to project manage and ensure deadlines are met

•           Strong verbal and written communication skills

•           Demonstrated ability to work cross-functionally

•           Self-starter


More about SumTotal: SumTotal, LLC, recognized as a market leader by industry experts and analysts as the largest independent provider of integrated HR solutions, is committed to helping customers create great places to work.  SumTotal is the only HR solution provider to deliver Talent Expansion™, a whole new approach to discovering, developing and unleashing hidden potential within our customers’ workforce.  By putting talent development in the center of our strategy, SumTotal helps unlock people’s potential and gives them what they need to do their jobs better – while they’re doing it. With over 45 million users, 17 million in the cloud, and over 3,500 customers worldwide, our people offer deep domain expertise for both complex global deployments, and help small, high-growth companies scale.  Through SumTotal’s elixHR™ Platform, we offer pervasive access to talent applications, visibility across employee and business data and a seamless user experience. With SumTotal, talent is boundless!  For more information, please check out

SumTotal is an EEOC/AAP employer.

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Skillsoft is an Equal Opportunity-Affirmative Action Employer: It is the policy of Skillsoft Corporation to provide equal employment opportunities to applicants and employees without regard to race, color, national origin, citizenship, religion, sex, sexual orientation, age, marital status, disability (mental or physical), protected veteran status, genetic information or any other class protected by law