Community Strategist/Manager

At Mimecast, we are revolutionizing the cybersecurity landscape with cutting-edge solutions that empower our customers to protect companies and their employees through Human Risk Management. Our mission is to build a thriving community that will service our customers and partners and create an ecosystem that delivers sustainable growth across our customer base. We seek a visionary Community Strategist/Manager to build our new community platform and ecosystem from the ground up.

We require a forward thinking expert with a proven track record of building and scaling community platforms across leading software companies. This is a critical platform for our company, directly impacting customer satisfaction, retention, and growth. You will be responsible for executing a comprehensive community strategy that leverages the latest technologies to enhance customer experience and boost team productivity. The dynamic individual we are seeking will be hands-on configuring the platform whilst driving the Mimecast Community strategy through UI & UX best practice for our expanding global communities.

What You’ll Do

• Program Management: Lead the execution of programmatic strategies and tactics to deliver value to our Community members.
• Community Platform Development: Design and configure a scalable community platform from scratch, ensuring it is intuitive, engaging, and valuable for our customers. Working with our IT colleagues to ensure relevant integrations are developed and set up to support data feeds and analytics.
• Technology: Utilize generative AI and other advanced technologies to transform the customer experience, streamline support, and increase team productivity.
• Best Practices Implementation: Bring the best practices from leading software companies to our community, ensuring we adopt the most effective approaches to customer engagement.
• Cross-Functional Collaboration: Work closely with Product, Support, Marketing, Sales, and Customer Success teams to ensure a seamless and integrated community experience and to position the community as an indispensable touchpoint for driving value for these organizations.
• Community Engagement: Foster a vibrant and supportive community environment where customers can share knowledge, collaborate, and support each other.
• Moderation: Support the team to implement the online technical moderation strategy across the Community and other online platforms, coordinating with stakeholders across the Company to ensure its effectiveness and providing superior quality of customer service and technical support to our community
• Engagement: Build a gamification program to drive benefits of membership and increase engagement of members. Track the overall value and effectiveness of this program and improve and enhance as the Community evolves.
• Metrics and Reporting: Define and track key performance indicators (KPIs) to measure the community’s success and impact, providing regular reports to senior leadership.

What You’ll Bring

• 3+ years of experience in Project Delivery & Community management.
• Configuration specialist for administrative operations for assigned communities
• Team player with the ability to inspire and motivate team members towards goals.
• Strong understanding of business operations and how community initiatives contribute to overall success – and able to use this knowledge to contribute to strategic planning for Community execution.
• Demonstrated ability to lead change in a diverse and complex organization – ability to influence and negotiate will be a strong contributing factor to success.
• A relationship builder who is able to develop rapport with individuals and groups and is energized by making connections.
• Excellent organizational and multitasking skills, and a proactive approach to sourcing answers and resources within and organization. Ability to network cross functionally and cross regionally is a vital component for success.
• Experience and strong working operational knowledge and understanding of online community platform moderation tools (Forums, Blogs, Photo Uploads, Commenting etc.) as well as experience in peer to peer support communities
• Strong communication skills – writing and editing.
• Experience and confidence with preparing & developing reports focused on tracking of key performance indicators – able to effectively communicate information and report statistics and present this to senior management.
• Good aptitude and understanding of technology/tools and be able to quickly onboard with new solutions
• A solid understanding and configuration experience of the Higher Logic community platform technology would be an advantage for any candidate interested in the role.

What We Bring

We are Mimecasters. And we are alive with purpose. We do what we need to protect the world of business from getting important (and potentially compromising) data stolen. We never leave anyone behind. We deliver quickly – and outstandingly. We’re big on honesty because it makes us better. We’re empowered by our mission. And if cybercriminals have a good day, we work twice as hard to make the rest of their days a nightmare. That’s The Mimecast Way.

DEI Statement

Cybersecurity is a community effort. That’s why we’re committed to building an inclusive, diverse community that celebrates and welcomes everyone – unless they’re a cybercriminal, of course.

We’re proud to be an Equal Opportunity and Affirmative Action Employer, and we’d encourage you to join us whatever your background. We particularly welcome applicants from traditionally underrepresented groups.

We consider everyone equally: your race, age, religion, sexual orientation, gender identity, ability, marital status, nationality, or any other protected characteristic won’t affect your application.

If you require any adjustments or accommodations due to a disability, or any other reason that may help you in your interview process, please let us know by emailing careers@mimecast.com.

Due to certain obligations to our customers, an offer of employment will be subject to your successful completion of applicable background checks, conducted in accordance with local law.