Community Manager

Maryville University
Job Description
The Community Manager will serve as the administrator for all Maryville Salesforce communities. The Community Manager is responsible for inspiring our community of users by monitoring and moderating user content generated by faculty, staff and students, creating relevant content, and escalating any issues to the appropriate internal teams. The successful candidate will be comfortable interacting with people offline as well as online in a friendly and relatable manner. The manager will work toward the goals of maximizing the self-service capabilities of the Community platform and growing organizational engagement for all groups. The successful candidate must be committed to fostering a welcoming environment for a diverse population of students, faculty, and staff. This position will be based on our west Saint Louis County campus.
Key Responsibilities: 
Community Management & Moderation
o    Monitor Community chatter, post or facilitate timely responses to inquiries and discussions.
o    Moderate relevant conversations about Maryville’s programs, services and policies.
o    Escalate possible issues or concerns to internal stakeholders.
o    Manage the Community Champions program including recognition and support.
o    Ensure the Community is consistent with the university’s brand, both graphically and through its narrative.
o    Collaborate with IT to update the Community design and functionality, as needed.
o    Regularly work through the mobile Community platform (Maryville App) to ensure a good user experience on all devices.
o    Use analytics to assess trends in topics, questions or knowledge articles needed, and make strategic recommendations for the Community.
o    Recommend and assist with the development of content and knowledge articles based on user patterns.
o    Seed content and discussions in Maryville Community groups to keep them active and valuable to end users.
Community Strategy
o    Assist with creation, conception, and presentation of annual Community strategy.
o    Report on user activity & deliver actionable insights to key stakeholders.
o    Collaborate with all IMC staff to ensure key institutional messages are integrated into Community group feeds.
Internal Support Services
o    Train staff on the use of Communities as it pertains to their position and department.
o    Build positive and collegial relationships with internal stakeholders in order to align Community efforts and to ensure buy-in on the Community platform.
Minimum Qualifications:
o    Bachelor’s degree
o    Understanding of web community networks – design, functionality, strategy
o    Very high attention to detail
o    Ability to use good judgement to parse information and determine appropriate responses.
o    Ability to be a brand ambassador.
o    Excellent verbal, written, and presentation skills.
Preferred Qualifications:
o    Two to three years of experience managing a Salesforce community or web community.
o    Experience managing a social media presence for a brand or organization.
o    Bachelor’s degree in Communications, Marketing, Digital Media or Interactive Design preferred.
o    Experience with customer relationship management (CRM) applications, Salesforce preferred.
Work Hours:
  • Flexibility to work evenings and weekends as necessary to ensure timely response and engagement
Special Instructions to Applicants:
An offer of employment is contingent upon successful completion of a background screening.
Maryville University is committed to a policy of equal opportunity and prohibiting discrimination on the basis of age, disability, gender, genetic information, marital status, national origin, race/color, religion, sex, sexual orientation, veteran status, or any other status protected by law. This extends to all aspects of the employment relationship, including recruiting, hiring, training, on-the-job treatment, promotion, layoff, and termination.
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