Product Community Manager (Hybrid)
About KnowBe4
KnowBe4, the provider of the world's largest security awareness training and simulated phishing platform, is used by tens of thousands of organizations around the globe. KnowBe4 enables organizations to manage the ongoing problem of social engineering by helping them train employees to make smarter security decisions, every day.
Fortune has ranked us as a best place to work for women, for millennials, and in technology for four years in a row! We have been certified as a "Great Place To Work" in 8 countries, plus we've earned numerous other prestigious awards, including Glassdoor's Best Places To Work.
Our team values radical transparency, extreme ownership, and continuous professional development in a welcoming workplace that encourages all employees to be themselves. Whether working remotely or in-person, we strive to make every day fun and engaging; from team lunches to trivia competitions to local outings, there is always something exciting happening at KnowBe4.
This position is a hybrid role open to candidates in the greater Tampa Bay area. This position will be required to come into the office 2-3 days a week in Clearwater, FL.
The Product Community Manager is a KnowBe4 Product ambassador within the KnowBe4 Community, our online customer community. The individual in this role will engage with customers, monitor customer content in the community, publish content for the community, and, on a case-by-case basis, collaborate with other departments for specialty projects around the KnowBe4 Community. The individual serves as a representative of the KnowBe4 Product team, bridging the gap between Product and KnowBe4 customers, and may also help to coordinate new feature betas and participate in customer meetups.
Responsibilities:
- Monitor content and member behavior to ensure compliance with Community Guidelines and Code of Conduct
- Coordinate, delegate, and respond to community posts in a timely manner
- Build relationships with community members, resulting in highly engaged users
- Publish KnowBe4 content
- Remind members about events, contests, or product updates, such as new feature releases or betas
- Promote KnowBe4 goals and initiatives through the KnowBe4 Community
- Provide guidance and knowledge about the community and community software to community contributors across KnowBe4
- Submit technical support tickets as needed
- Manage private groups for specialized topics
- Stay up to date with all product features to better serve community members
- Support the Product Community Director with strategic efforts to result in community engagement and growth
Minimum Qualifications:
- College degree preferred but not required
- Experience with managing an online customer community, preferably in the software industry, or equivalent relevant experience
- Experience in customer support/success, content creation, marketing, public relations, project management, or social media strategy preferred
- Excellent communication skills (written and verbal)
- Project management and organizational skills
- Passion for solving problems
- Passion for KnowBe4’s mission and vision
- Excellent customer service skills
- Tech-savvy
- Fast learner, picks up concepts quickly
- Self-motivated, takes initiative
Our Fantastic Benefits
Note: An applicant assessment and background check may be part of your hiring procedure.
Individuals seeking employment at KnowBe4 are considered without prejudice to race, color, religion, national origin, age, sex, marital status, ancestry, physical or mental disability, veteran status, gender identity, sexual orientation or any other characteristic protected under applicable federal, state, or local law. If you require reasonable accommodation in completing this application, interviewing, completing any pre-employment testing, or otherwise participating in the employee selection process, please visit www.knowbe4.com/careers/request-accommodation.
No recruitment agencies, please.
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