Job Opportunity for Community Success Manager – Ecosystem Networks at Wadhwani Foundation in Bengaluru

Mission: Accelerating economic development in emerging economies through high-value job creation Objectives: Enabling the creation of 10M jobs and placement of 25M by 2030 across 20-25 emerging economies

Wadhwani Foundation is a not-for-profit with the primary mission of accelerating economic development in emerging economies by driving large-scale job creation through entrepreneurship, innovation and skills development. Founded in 2000 by Silicon Valley entrepreneur, Dr. Romesh Wadhwani, today the Foundation is scaling impact in 25 countries across Asia, Africa, and Latin America through various Initiatives.  More details on the various programs at the end of the document.

Role Context : 

We are looking for an entrepreneurially minded individual to act as an evangelist, liaison, and host. This person would specifically focus on community platform moderation, on-platform events, and other activities to engage and connect with the broader Wadhwani Foundation Global Community. Ideally, this individual would be a self-starter with deep experience using SaaS tools for a business community, combined with some experience in customer success and marketing.  

The Community Success Manager will be the individual responsible for communicating and developing an intimate relationship with our community. By developing a significant understanding of our global programs, a successful Community Success Manager will educate and excite both existing and new community members through clear and thoughtful dialogue. 

This position requires close collaboration with the product, program, and marketing teams, worldwide. Equally important, the Community Success Manager will be a conduit for our community and work with the product and program team to help understand response of SMEs and Startups to events and content updates as well as to conceptualize future events, content, and features. 

Responsibilities: 

• Onboard new users and ensure their continued success as Wadhwani Foundation Global Community members
• Monitor, moderate, and manage community sentiment on the community platform and help build a healthy community that appropriately reflects the culture and values of Wadhwani Foundation, while maintaining quality control. Protect the community from bots and other malicious actors.
• Answer non-technical user questions and troubleshoot member queries
• Organize and host events along with our Channel Partners on the community platform on a regular basis
• Work closely with Wadhwani Foundation Product, Program, and Marketing teams to write and disseminate critical information about Wadhwani Foundation Programs updates, Community Platform related feature launches as well as Channel Partner related updates
• Formulate marketing tactics to promote community platform events and content across the web
• Coordinate with the product, program, marketing, and Channel Partner teams, to establish a regular cadence of announcements, articles, videos, podcasts, memes, educational content, promotions, and giveaways with the community on a regular basis
• Celebrate, monitor, track, and report on important feedback, reviews, and incredible stories that come from our community
• Synthesize insights from community interactions and surface critical issues to the product and program teams
• Keep internal and external informational resources about the community platform up to date in an environment of rapid iteration
• Empower community members to take leadership roles as part-time moderators based globally
• Manage and scale a team of these part-time moderators based globally
• Set goals for, track and report on community-related metrics ensuring upwards visibility as well as helping inform on metrics’ significance.
• Develop relationships with community managers from other business communities. 

Required skills and qualifications: 

• 5-7 years of total work experience with 2-3 years building and moderating a SaaS platform-based community (Slack, Discord, Discourse, Mighty Networks, Circle, etc.), or demonstrated success in launching and growing at least one business community to large scale
• Outstanding communication skills both written and oral as well as interpersonal skills
• Excellent organizational and time management skills
• Experience working in a Startup environment 
• Strong understanding and passion for Startup and SME ecosystem
• Strong work ethic, business development sensibility
• Comfort with (or eagerness to learn) analytical tasks such as community engagement analytics, curating and reporting metrics, etc.
• Deep curiosity, relentless resourcefulness, and a growth mindset
• Ability to effectively prioritize tasks in a rapidly shifting landscape
• Patience and maturity in helping out the new and unacquainted
• Additional languages including but not limited to: Spanish, Bahasa, Portuguese would be good to have. 

Key Performance Indicators: 

• Own and drive member onboarding quantity metrics by working hand in hand with partners, internal deployment teams, and marketing team
• Daily Active, Weekly Active, and Monthly Active engagement metrics
• Own and drive content input metrics with partners and internal stakeholders for Webinars, Masterclasses, Mentor sessions, Livestreams, Content generated by partners, etc.
• Community helpdesk query handling & resolution TATs
• Own and drive NPS Surveys and feedback from community members and partners