Role Summary 

A Community Program Manager is responsible for creating and managing the online voice of the support organization to build brand awareness and loyalty within the online community.  This includes self-service via the Community forums and knowledge base articles.

The Community Program Manager has lead role in planning, executing, monitoring, managing, and closing projects to support Bentley Communities and Knowledge Base within stipulated time frame and budget while providing all stakeholders with timely, key updates/communication.

Key Responsibilities

• The community manager will be responsible for defining and implementing processes to create a strong brand identity.
• Ensure Community Owners follow processes for maintaining and updating each community
• First point of contact for users, thus developing an relationship with the online community.
• Manage and organize plan for all upgrades and other infrastructure needs to keep the site up and running (including BCP)
• Create engaging content for all platforms, including questions, articles, social media posts, newsletters, and videos.
• Engage with the online community and respond to comments and requests.
• Implement and document processes for managing the forums, wiki articles, etc.
• Identify and engage with moderators of each community to ensure best practices
• Analyze web traffic and relevant community metrics.
• Relay community feedback to relevant internal stakeholders.
• Devise and implement community communication initiatives.
• Liaise with other departments to stay updated on new marketing initiatives, product and service developments, and to ensure brand consistency.
• Create Roadmap each year on how to grow and expand user engagement
• Manage all user feedback and implement process improvements to ensure user ease of use of site and satisfaction

Communication & Collaboration

• Align team members with awareness and participation needed for program
• Identify SMEs & Assign tasks to relevant stakeholders within Bentley
• Prompt, timely updates to all stakeholders on status of projects

Education and Experience

• A college degree in communication, English, journalism, marketing, or related experience may be required.
• Proficient in Google Analytics.
• Preferred at least two years of experience managing web platforms.
• Desired previous experience with Verient (Telligent) Comunity platform. 

Knowledge, Skills, & Abilities

• Knowledge of online forum trends and techniques.
• Knowledge of website analytics and reporting metrics
• Excellent Communication skills
• Ability to set clear and reasonable goals/objectives
• Strong Presentation Skills
• Agile Project Management Skills
• Time & Budget Management
• Ability to collaborate and engage with colleagues both in and outside team
• Schedule Management - organizational skills to coordinate, manage deadlines, meetings, risks, etc.
• Scope management
• Exhibit leadership skills
• Strong decision-making skills