Community Strategy Manager

This is a fully remote position, open to applicants in Hawaii.

📋 Description

• Offer operational and analytical assistance to Community Strategy Leadership.

• Standardize community strategy workflows across Customer Success and Sales departments.

• Oversee escalation tracking within Salesforce and collaborate with RevOps and Analytics teams.

• Facilitate escalation reviews and develop network engagement plans for new and priority clients.

• Work alongside Sales and Implementation teams on customer onboarding and community processes.

• Promote retention within assigned customer accounts.

• Collaborate with community-based organizations to enhance relationships and pursue shared objectives.

• Partner with Marketing and Revenue Operations to synchronize community-focused strategies.

• Maintain standard operating procedures (SOPs), playbooks, and triage processes for community escalations.

• Lead weekly escalation review meetings and monitor follow-up actions.

• Record and analyze escalation campaign metrics in Salesforce.

• Evaluate adoption rates, network health, and partner engagement data.

• Administer customer surveys post-escalations.

• Create new models aimed at boosting user adoption.

• Collaborate with Marketing on materials tailored for the community and support community-centric events.

⛳️ Requirements

• A minimum of 3 years of experience in customer success, community engagement, implementation, account management, public health, human services, social services, or a similar customer-facing role.

• Experience collaborating with state or local government agencies, community-based organizations (CBOs), nonprofits, healthcare entities, or organizations that support vulnerable populations.

• Proven ability to cultivate relationships among diverse stakeholder groups, including customers, community partners, government bodies, or cross-functional internal teams.

• Demonstrated experience in managing complex projects or programs across various organizations, balancing competing priorities, and adapting to shifting timelines.

• Strong analytical and operational abilities, including leveraging data to evaluate outcomes, pinpoint opportunities, and enhance processes.

• Experience in documenting processes, creating playbooks or standard operating procedures, and ensuring operational uniformity across teams.

• Proficiency with CRM or case management platforms; Salesforce experience is preferred.

• Willingness to learn new technology platforms.

• Comfort in a fast-paced and evolving work environment.

• Residency in the state of Hawaii is required.

• Must successfully pass a background check encompassing criminal, employment, and education verification.

• This position may necessitate 30–50% travel.

🏝️ Benefits

• Medical, dental, and vision insurance for employees and eligible partners and dependents.

• Unlimited virtual mental health and acute medical consultations.

• Employee Assistance Program (EAP).

• Subscription to a wellness platform.

• Flexible Time Off, including days for volunteering and mental health.

• 14 paid company-wide holidays.

• Paid parental leave, inclusive of adoptive parents.

• Employee Resource Groups (ERGs).

• Health Savings Accounts (HSAs).

• Flexible Spending Accounts (FSAs).

• Commuter benefits.

• 401(k) plan with employer matching, immediate vesting, and financial wellness resources.

• Company-funded life and AD&D insurance, with options for additional coverage for employees and dependents.

• Disability insurance.

• Accident coverage.

• Pet insurance.

• Provision of essential work-from-home equipment, including computer, mouse, keyboard, and other approved supplies.