Customer Community & Engagement Manager, Services Operations

About Achievers

The “Achievers Employee Experience Platform™” empowers employees to recognize each other in real time and aligns them to the values and goals of the company. With almost 4 million global users, the Employee Experience Platform enables employees in over 170 countries. Visit us at www.achievers.com to learn more, and check out our platform in action here. Join us in our mission to Change the Way the World Works™!

Our commitment to you:

At Achievers, we hire you for you because we value the unique perspective and individuality that each person brings to our team. We are committed to creating an inclusive, diverse, and equitable workplace where you belong, and your contributions are celebrated. You’ll have the opportunity to collaborate with a diverse group of colleagues who appreciate your strengths and are excited to learn from your experiences.

The Customer Community & Engagement Manager is a highly dynamic and motivated individual responsible for driving customer outreach and engagement strategies, fostering customer advocacy, and enhancing overall customer satisfaction. The role will involve management of several customer-centric programs including referral and reference programs, customer webinars, and leading customer councils and community engagements. Additionally, this role will oversee the management of customer satisfaction initiatives including NPS and CSAT programs, ensuring that we continually build strong, lasting relationships with our customer base.

Responsibilities:

• Customer Outreach and Notices
• Develop, implement, and execute on strategic customer communication operatingmechanism, including proactive outreach strategies via email and / or other channels as required.
• Craft and deliver relevant updates, announcements, and notices, maintaining a consistent and considerate voice across customer touch points.
• Monitor and respond to customer inquiries or concerns as a result of outreach programs, ensuring customer satisfaction and fostering loyalty.
• Customer Referral & Advocacy Programs
• Manage and expand customer referral programs to increase customer acquisition and drive advocacy
• Identify and nurture opportunities for customer references, testimonials, and case studies that highlight customer success
• Work closely with Customer Success Managers and Leadership to ensure customers are motivated and empowered to share their experiences.
• Webinar Strategy & Administration
• Own the planning, promotion, and execution of customer webinars, ensuring content and delivery is aligned with customer needs and interests.
• Collaborate with cross-functional teams to develop engaging webinar content including product demos, training, best practices, and thought-leadership sessions.
• Analyze webinar performance, gather feedback, and continuously improve webinar strategy to drive customer engagement.
• Customer Councils & Community Engagement
• Lead the facilitation and administration of customer councils, advisory boards, and other community engagement programs.
• Act as a liaison between customers and internal teams, collecting valuable insights and feedback to influence product development, services, and strategy.
• Organize and manage virtual customer community spaces and engagement opportunities, fostering
• connections and collaboration among customers
• Customer Satisfaction Programs
• Own and drive customer satisfaction programs, including the management of NPS (Net Promoter Score) and CSAT (Customer Satisfaction) surveys.
• Analyze survey data to identify trends, areas of improvement, and opportunities for enhancing the overall customer experience.
• Collaborate with internal teams to develop and implement strategies which will increase customer satisfaction and drive positive results

Qualifications:

• 4+ years of experience in customer community management, customer success, customer advocacy, or a related field (in a Saas or software environment preferred).
• Proven experience in managing customer outreach, engagement, and advocacy programs with measurable results.
• Experience with customer satisfaction programs (NPS, CSAT) and using customer feedback to drive improvements.
• Strong communication skills (written and verbal) with an ability to engage, inspire, and consult customers.
• Expertise in webinar management and virtual event / engagement facilitation.
• Excellent project management skills with the ability to juggle multiple initiatives.
• Strong analytical skills and experience using data to inform decision-making.
• Ability to build relationships with internal teams and external customers at all levels.
• Knowledge of CRM systems, Customer Success Software (such as Catalyst), Project Management software (such as Microsoft Project or Kantata), and analytics platforms.

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Why you’ll love working at Achievers:

We are passionate about disruptive technology that’s rooted in science, research and data.

We understand the value of employee success in the workplace and have been recognized in numerous publications for our contributions to HR, for technical excellence, and for our outstanding workplace culture!

We foster an environment of connection, security, and community. You’ll feel at home, without reservation.

We believe in moving quickly, failing fast, and adapting to change.

We enjoy coming to work every day because we believe in our product and love our culture.

We’re committed to achieving excellence in everything we do.

Benefits & Perks for permanent full time employees:

• Competitive Pay ????
• Parental Leave Top-up ????????
• Health Benefits and Life Insurance Coverage Upon Your First Day ????
• RRSP Matching ????????
• Flexible Vacation ????️
• Employee and Family Assistance Program ????????
• Full access to the LinkedIn Learning Library ????????
• Internal Mentorship Program ????
• Employee-Led Employee Resource Groups ????????
• A beautiful office space located in Liberty Village, Toronto ????????
• Participation in our Points-based Employee Recognition Program ✨
• Opportunities for professional development and career growth ????

Our work environment:

Achievers is a hybrid-first company located at 99 Atlantic Ave in Liberty Village, Toronto. Our hybrid work experience is designed to cultivate an engaging employee experience, where pioneering research intersects with cutting-edge technology. We strongly believe that collocating teams increases the chance to innovate together, foster passive learning, create spontaneous connections, and promote better communication.

Achievers does not offer employment to prospects without first ensuring that qualified candidates speak directly with the hiring manager and a member of our HR team. All qualification will be done face-to-face, whether that is in person or over Zoom. Achievers does not send out offers of employment without meeting candidates and does not offer employment via text. If you are requested for any personal information via text and/or without having met a member of our hiring team in person, please disregard.

Our employees are a diverse and inclusive team of passionate, hardworking individuals. Achievers is committed to creating an environment where our employees can do the best work of their lives. We encourage all qualified candidates to apply to join our A-Player family. Accommodations are available on request for candidates taking part in all aspects of the selection process.

Achievers is an equal opportunity employer. We encourage applications from candidates of all backgrounds and experiences.

Achievers is committed to ensuring an inclusive and accessible recruitment process for all candidates. If you require any accommodations for your interview, such as assistive technology, wheelchair accessibility, or alternative formats of materials, please let us know. We are happy to make necessary arrangements to support your needs.

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