Sr. Community amp Advocacy Engagement Manager

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As the Sr.

Community & Advocacy Engagement Manager at Brightcove

, you will play a key role in the day-to-day management, measurement, and engagement of The Bright Spot, Brightcove’s online community. Additionally, you will provide critical support, management, and measurement of existing and new customer advocacy and engagement programs that deliver a best-in-class customer experience and positively impact Brightcove’s business objectives.

Reporting to the Director of Community and Advocacy, you will be responsible for the growth and engagement of The Bright Spot community. As the driving force behind The Bright Spot, you will create, implement, and manage meaningful engagement activities across our customer base and with other industry professionals. In this highly visible cross-functional role, you will collaborate with different internal stakeholders on community engagement strategies consisting of peer-to-peer forums, posts, company blogs, community webinars, and events programming. You will also lead or contribute to the development of new programs, including feature ideas and user groups.

On this small and mighty team, along with your colleagues, you will be required to manage projects and initiatives and also roll up your sleeves to contribute to a range of community and advocacy program responsibilities, including; content creation and curation, moderating conversations, measuring performance, presenting, creating and executing member campaigns, contests, and hosting virtual events.

Additionally, you will measure, report, and present engagement and member insights to stakeholders. You will tie critical data to strategic opportunities, crafting business-specific narratives that clearly articulate the impact of community and advocacy programs on both broader and more specific business goals and objectives.

Job Responsibilities

Manage and moderate The Bright Spot community, engaging members and ensuring that conversations adhere to the Terms of Use and Community Guidelines.

Develop and executive community member acquisition strategies, accelerating growth.

Develop strategies to increase user engagement: amplifying the voice of the customer in the community and leveraging the community to gain insights and improvements for our engagement programs, products, support, campaigns, etc.

Create and curate content, and manage an editorial calendar.

Plan and execute community-focused events throughout the year.

Monitor, track, and report on user engagement and feedback.

Answer customer questions directly and strategically leverage Brightcove teammates to provide subject matter expertise and content contributions.

Recommend community platform enhancements to improve the member experience.

Represent the Community and Advocacy team both internally and to our members, and make sure the community is welcoming, helpful, and rewarding.

Work with the Community and Advocacy team to monitor, measure, and track the impact and ROI of community and advocacy initiatives.

Be an advocate for the customer experience, championing content, programs, and innovation that constantly improves their Brightcove experience.

Support the growth of our Advocacy and Voice of the Customer Programs in partnership with the Senior Advocacy Program Manager and cross-functional collaboration partners.

Develop a deep understanding of the Brightcove platform and applications, plus the industry, culture, and issues facing community members.

Qualifications/Experience

3-5 years of experience scaling online community programs or comparable experiences.

Experience launching and crafting content for community initiatives (e.g., building an online forum, creating an event series, and writing an email newsletter).

Demonstrated experience and effectiveness in communication skills, including writing, speaking, and the presentation of instruction, content, data, and analysis in English.

Strong analytical skills—you are enthusiastic about data and developing insights to inform customer experience strategy and execution.

Comfortable working in a fast-paced environment.

Ability to independently manage your work and multiple projects simultaneously.

Excellent time management skills and a proven ability to meet deadlines.

Exceptionally well organized, focused, and self-motivated to complete assigned tasks, anticipate the next step without direction, and exceed expectations.

Experience in business-to-business technology, product development, marketing, support, learning, or customer success.

Experience with community platforms; Salesforce Experience Cloud or similar, building techniques, technologies, and channels.

Experience managing cross-functional programs and initiatives, with proven success bringing different teams with diverse expertise and perspectives together to successfully develop and implement business solutions.

Experience with analyzing and interpreting customer engagement data to influence stakeholder decision-making.

Familiarity with the landscape of software/video companies preferred.

About Brightcove

Brightcove is the industry leader in the video space. Since 2004, Brightcove (NYSE: BCOV) has been supporting some of the largest media companies, enterprises, events, and non-profit organizations by revolutionizing the way they deliver video. Our customers are the reason for everything we do. For them, having Brightcove as a partner is a choice. For us, it’s a privilege – one we take very seriously. We help some of the world’s most trusted brands use video to move their business forward, whether that’s in broadcasting, publishing, marketing, or enterprise communications. Whenever they need us, however they need us, we are there for them. Without fail.

We look for people to join the Brightcove team who believe in video as much as we do and who want to help shape its future. That’s who you’ll find in every one of our offices around the world – people who share a passion for killer technology and who love working together to deliver the best video experiences possible.

Working at Brightcove

As the undisputed global leader in powering premium video for our customers, Brightcove recruits and retains highly qualified and motivated individuals, creating an environment where people can innovate and achieve their best, and we reward them for their performance by giving them the opportunity to share in the company’s success. We offer competitive compensation, stock options, 401k matching, and tuition reimbursement, as well as generous PTO - and we expect you to use it!

We are currently all working remotely due to Covid-19 and plan to return to an in-office experience once it is safe to do so. When we return, this role will be located in our Boston office which is located downtown, in Fort Point harbor. This Brightcove office has an open working space layout with beautiful water views. Employees enjoy access to fully-stocked kitchens and social activities including: happy hours, trivia and movie nights, ping pong tournaments, and philanthropy events. While you won’t get to experience the in-office culture immediately, you will feel it remotely and be able to participate actively. We have plenty of opportunities to meet your colleagues around the globe and we also celebrate a variety of personal interests with organized groups and clubs including an Employee Action Committee, Women of Brightcove, Pride of Brightcove, Parents of Brightcove … and more to come!

If you've gotten all the way to the bottom of this description, thank you for your interest in Brightcove! If this role sounds like something that is exciting to you please don't hesitate to apply, even if you don't meet all of our qualifications. We recognize that no candidate is perfect and Brightcove would love to have the chance to get to know you.

We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender, gender identity or expression, or veteran status. We are proud to be an equal opportunity workplace.

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Company info

Brightcove Inc.
Website : http://www.brightcove.com