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Marketing · Remote

Community Marketing Manager

What’s the purpose of an online community for a SaaS company? - Creates a space for advocacy – customers shout about how they’ve used our service to achieve success, prospects see this = win - Increase buy in from customers who already love us – they find a space where they can be experts, we reward them for their hard work through incentivization/gamification - Demand generation – prospects researching us will get an insight into what life as a Cognassist customer is like - Makes customers “stickier” - Ease burden of support (individuals support each other with both technical and domain specific questions/best practice enquiries) - Central knowledge repository – vital as we scale - Central content storage – internal benefit - Hosts online platform for bespoke training courses – because it’s all in the same platform, this links back to the demand gen and the customer buy in points - Opportunity for us to have two way conversations with customers, very useful for feedback and research opportunities - Brand: be known as the place to go to discuss learner support - Traditional community benefits – sharing knowledge within the sector, build a sense of wider belonging

- Moderation of replies - Content plan – what’s coming next? - Seeding discussions – use stakeholder network to keep discussions fresh - External promo of community – need to recruit more people

- Sales - Customer success team including support - Training team - Marketing - Senior team

- Number of new discussion posts - Content views - Course completions - New members - New members with x amount of engagement - Badges awarded - Number of community superstars/ advocates (people who are really keen, no specific word for this) - Posts with at least one reply - Time to first badge for new members

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