Customer Success Manager / Community Manager

Start Date: 03rd April 2023

Reports to: Head of Programs

Key Relationships: Senior Program Manager, Marketing Manager and Senior Leadership Team

Type: Full Time - Fixed Term Employment

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Role Purpose

We’re looking for someone that loves engaging with people and would be well suited to any that has been in the role of a Customer Success Manager (CSM), a Community Manager, or an Account Manager. You’ll be coming into Foundervine to lead activities with our community of Founders, Entrepreneurs, and Professionals. You’ll help route them towards the right support and resources in the Foundervine ecosystem by understanding their business needs and goals. You’ll be in charge of organising events, initiatives, and programs to help develop their networks, and opportunities within the Foundervine ecosystem.

The ultimate goal of the Community Manager is to increase community members satisfaction, retention, and loyalty, as well as to identify upsell and cross-sell opportunities.

Does this sound like you?

• You have high energy and love engaging with people
• You’re a natural relationship builder
• You find yourself motivated to take action without overthinking it
• You love thinking many steps ahead anticipating what needs to happen
• You are calm and orderly in a fast-paced environment

What you will be doing…

• Build new and maintain existing relationships with key members of our community; identifying how we as an organisation can help them
• Lead the planning and delivery of community engagement events (inc. learning, training and networking opportunities) beyond standalone programs to support community growth and development
• Support the development and strategy for an integrated community engagement
• Identify opportunities for upselling and cross-selling on our programs
• Identify and help nurture top talent within the Foundervine community
• Collaborate with other teams within the company, such as Programs, Business Development, and Marketing, to ensure community members success
• Communicate community members feedback and developments to the Senior Leadership Team with strategic solution-focused plans in place
• Stay current on company offerings, industry trends and best practices for success
• Handling our members’ data according to our confidentiality and security policies
• Monitor via Hubspot stakeholders and community engagement and satisfaction, and take action as needed to address issues and concerns
• Responsible for setting and managing KPI’s with the support of the Operations department

You should apply if you have...

• 3+ years of experience in Customer Success, Community Manager or Account Manager
• Strong communication and interpersonal skills
• Ability to think strategically and problem-solve
• Experience with CRM software and deriving insights
• Strong project management skills
• Ability to work well autonomously and in a team environment
• Experience in organising events, no matter how small

Technical Competencies you should have…

• Leadership and Management: Leading by example, setting direction and supporting colleagues. Dynamic self-starter and able to work independently, in a fast-paced start-up environment. Thrives when using initiative to achieve agreed aims and objectives and find creative solutions to problems.
• Stakeholder Management: Ensuring that Foundervine community members are successful in achieving their desired outcomes through the use of the company's products or services. Experience in engaging and building communities preferably in the social impact/entrepreneurship sector.
• Project Management (Events): Strong events management capability demonstrated through extensive previous and current industry roles. Ability to manage events, budgets, small teams and manage multiple stakeholder relationships. Ability to work under pressure and meet strict deadlines.
• Strategic Thinking and Planning: Demonstrable experience in organisational strategic planning, developing and implementing strategic initiatives to deliver value to beneficiaries
• Communicating and Influencing: Excellent interpersonal, written and verbal communication skills, including the ability to work with a wide range of external and internal customers and stakeholders from different countries and cultures.
• Cultural Sensitivity: Adaptable and sensitive to work in different cultural contexts and with a dynamic and varied team.

Benefits we will give you…

• Flexible working hours
• 3% match contribution to the NEST pension scheme
• Cycle to work scheme
• Technology scheme
• Optical Benefits
• WFH Office equipment allowance
• Lunch allowance on last Wednesday of the month
• A strong commitment to personal and professional development – with an individual annual training budget.
• Book and Resource Allowance
• Company discounts via benefit scheme
• International engagement opportunities - particularly in Sub-Saharan Africa
• Access to dozens of events and training sessions delivered by some of the world's leading experts.
• Peer Recognition Scheme