Sr. Community Content and Engagement Specialist

The Sr. Community Content & Engagement Specialist is primarily responsible for on-the-ground engagement of community members within the forum environment of our member community, E-Learning Heroes (ELH). They are responsible for crafting and maintaining a community content and engagement calendar whose objective is to seed and escalate engagement by existing members as well as broaden the scope of ELH membership across Articulate’s customer base, making use of both our native community environment (Khoros) and other broadcast tools (such as email or in-app). This is a mid-level position that is responsible for taking a strategic eye toward creating engagement opportunities that connect to the community team and the company’s desired business outcomes. Additionally, this contributor is responsible for managing and moderating the forum according to ELH guidelines. This contributor will also be responsible for identifying and implementing opportunities to create or re-package content (i.e., articles, training materials, etc) to feed member engagement outcomes. 

Internally, this contributor is responsible for collaborating with Articulate’s staff to identify opportunities to amplify staff participation to feed community goals. As the primary on-the-ground participant in the forum, this individual is also responsible for flagging opportunities for Articulate to gain value from user-generated content within the community, ranging from research opportunities, cross-sell and upsell opportunities, content collaboration, and more. Within the community team, this contributor collaborates closely with the Community Programs Manager to ensure layered break-out depth-engagement programs make an engagement impact on the broader community. 

What You'll Do:

• Own day-to-day engagement of our members within the E-Learning Heroes community, acting as the primary boots-on-the-ground community team member across the entire community instance. Independently develop and execute engagement strategies while consulting leadership on new or high-impact initiatives.
• Moderate the E-Learning Heroes community according to our community guidelines, while continuously improving upon our community governance and establishing a community member culture that minimizes infractions. 
• Collaborate with other Articulators who engage in the community regularly to ensure our staff presence across the team feeds our engagement goals, while escalating mutually-beneficial staff contributions. 
• Play a peer leadership role in helping the rest of the community team across specialty lanes to engage regularly within the E-Learning Heroes, and to help them find engagement opportunities that support their individual functions. Stay informed on emerging engagement strategies and explore innovative approaches to enhance community participation.
• Establish and manage a strategic community content and engagement calendar that accomplishes member engagement goals while connecting to cross-functional objectives (i.e., alignment with our product development roadmap and outbound content calendars). Pilot and evaluate engagement tactics to optimize effectiveness before scaling community-wide
• Identify engagement drop-off trends early and implement proactive strategies to sustain community participation.
• Produce community-specific content, such as e-books, whitepapers, short form video, infographics, or other content forms where appropriate to support engagement goals. 
• Collaborate with other internal content teams who make use of the community to ensure channel alignment, “repacking” external content for community use where appropriate.
• Own marketing of the community channel to expand our community membership across our user base, utilizing other company channels such as email or in-app messaging in collaboration with internal marketing resources. 
• Act as the primary point of contact between our company as a whole and our community members in matters of day to day engagement, surfacing insights that appear in the community to relevant stakeholders. 
• Collaborate with our Community Programs Manager to ensure that ongoing depth-engagement programming is well integrated into day-to-day engagement opportunities within ELH.

What You Should Have:

• 5-8 years community management experience, preferably within a SaaS or technology company, with at least 2-3 of those years focused on day-to-day engagement activities within the community role, or equivalent combined experience in customer-facing roles.  
• Knowledge of marketing ecosystems and best practices that support scaled community instances, and the ability to collaborate deeply with email and content teams. 
• Deep understanding of community engagement strategies across a variety of formats, and comfort with shifting engagement strategies to serve different audiences. 
• Ability and comfort with a testing mindset: since this is a new role, the ideal candidate will be able to quickly begin testing and iterating on different proactive engagement cadences within our forum environment. 
• Understanding of common community guidelines and governance, and comfort with managing enforcement and moderation flows within a scaled community 
• Strong ‘live’ and text-based engagement and facilitation skills. The ideal candidate is comfortable communicating 1:1 or with groups of members in a variety of formats to reach desired program outcomes. 
• Ability to quickly and autonomously create short and long form content in a variety of formats to suit the needs of the community, and comfort with shifting formats. The ideal candidate is a strong writer who’s as comfortable writing a short-form prompt as they are writing a more in-depth how-to guide, and can jump on camera to make a quick video for the community with ease. 
• Excellent communication and interpersonal skills that allow them to work with complex stakeholder maps as well as within a hybrid member-facing role. 
• Comfort shifting seamlessly between behind-the-scenes and community-facing work. This role definitely skews toward the latter, and the ideal candidate for this role feels energized by spending most of their time interacting with members, but is still comfortable shifting into a behind-the-scenes workstream to support the strategic aspects of their work.

Nice to Haves:

• Experience with communities run on Khoros, particularly Aurora 
• Experience in the E-learning industry

About us

Articulate Global, LLC, is the leading SaaS provider of creator platforms for online workplace training. Founded by Adam Schwartz in 2002, Articulate provides creator tools and services that make it simple for enterprises and SMBs to develop, deliver, and analyze online workplace training that’s engaging and effective.  Increasingly, organizations must reskill employees for ever-changing remote and hybrid work environments, create learning cultures that attract and retain employees in a tight labor market, and use training to build more equitable, empowering, and engaging workplaces. Articulate helps organizations address these critical business needs with its creator platform for workplace training. Articulate 360—a suite of creator tools for online courses—was named the 7th most-loved product in the world by TrustRadius in 2021. And Rise—an all-in-one online training system that makes online training easy to create, enjoyable to take, and simple to manage—is the first creator platform for SMBs and departments within the enterprise. Articulate has more than 118,000 customers in 170 countries and counts all 100 of the Fortune 100 companies as customers.

Named one of Inc. Magazine’s Best Workplaces 2022 and a leader in building a human-centered organization, Articulate is guided by a commitment to provide the best value to customers, do right by employees, and create an equitable, empowering workplace for all. As a human-centered organization, we honor people’s humanity knowing that each person’s unique history, vulnerabilities, and social location inform how we show up with one another. We embrace our connectedness, aware that what we do and say impacts others. We give each other grace because we are all works in progress, learning and evolving every day. And we take responsibility for ourselves and are serious about our accountability to each other.  In all we do, we strive to create an equitable, sustainable, and empowering workplace while we drive results for the business and make a positive impact in the world. Read more about our values here. 

Articulate Global, LLC is an Equal Employment Opportunity and Affirmative Action employer and complies with all applicable federal, state, and local fair employment practices laws. All employment decisions at Articulate are based on business needs, job requirements, and individual qualifications directly related to the job, without regard to any protected characteristic or class, including, but not limited to, race, creed, color, religion, gender, sexual orientation, gender identity/expression, national origin, disability, age, genetic information, veteran status, marital status, pregnancy or related condition (including breastfeeding), or any other basis protected by law. Qualified candidates with criminal histories will be considered for this role in a manner consistent with applicable law. Articulate is committed to providing reasonable accommodations for qualified individuals with disabilities and disabled veterans in our job application procedures. If you need assistance or an accommodation related to the application process due to a disability, you may contact us at [email protected]. 

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