Community Platform Manager, IgniteTech (Remote) - $200,000/year USD

Many brand communities appear active but fall short in addressing customer concerns. Customers prefer self-service, with nearly 80% attempting to resolve issues independently and 90% expecting an online solution. However, only about 20% of issues are fully resolved through self-service today. This gap is due to dispersed knowledge, poor configuration, and lack of ownership, causing conversations to revert to costly live channels. We tackle this issue with an operator's mindset, not just as moderators. Our ultimate goal is a thriving customer community that fosters strategic engagement, reduces support burden through genuine self-service, and enhances customer success. This translates into three tangible outcomes: Community Strategy Reviews aligned with business objectives and measurable KPIs, Platform Configuration Packages smoothly transitioning from staging to production, and Client Training Sessions empowering teams to manage key functions and improve their capabilities. This role is a blend of senior advisor and builder. Around a third of your time will focus on strategy: engaging with stakeholders, analyzing KPIs against benchmarks, prioritizing decisively, and crafting a roadmap you can confidently present to executives. Another third involves configuration: mastering the admin console, testing in staging, deploying seamlessly to production, and providing clear justifications. The final third is about enablement: conducting tailored, live remote sessions with specific objectives, interactive walkthroughs, live Q&A, and follow-ups that achieve over 85% satisfaction and promote self-reliance. This role does not involve content calendars, social posting, or managing moderation queues. It's about taking charge and delivering results. You'll collaborate with a senior, results-driven team working closely with Customer Success, Support, and Marketing. Your efforts will lead to reduced ticket volumes, enhanced engagement quality, quicker time-to-value, and platform usage that aligns with revenue and retention. If you thrive on combining strategy with hands-on execution, this is your opportunity to excel in your community career. Apply now and help us create self-sustaining communities. What You Will Be Doing

• Conduct Community Strategy Reviews: Perform strategic audits and create planning documents that evaluate community performance against objectives, with actionable plans and best-practice recommendations.
• Develop Platform Configuration Packages: Assemble and deploy admin console changes, such as workflows, gamification, ranks, tags, or moderation tools, tested and implemented from staging to production.
• Lead Client Training Sessions: Deliver live or asynchronous sessions to client teams, covering community operations, best practices, or technical configurations.

Community Platform Manager Key Responsibilities

• Oversee a high-performing customer community that fosters strategic engagement, minimizes support demands through self-service, and enhances customer success through expert platform optimization and community enablement.

Basic Requirements

• A minimum of 3 years of experience in managing or advising digital customer communities
• Proficient in configuring and administering at least one modern community platform (e.g., Discourse, Higher Logic, Salesforce Experience Cloud, etc.)
• Experience managing enterprise accounts valued at $1 million or more
• Proven experience with AI-enabled marketing tools or analytics platforms (HubSpot automation, Jasper, Buffer, etc.)
• Comprehensive understanding of AI's impact on community management and social media

About IgniteTech World-class talent. 100% global remote. Ready to be a part of the top talent that IgniteTech has curated from thousands of applicants throughout the world? Come join us. Through our portfolio of leading enterprise software solutions, we ignite business performance for thousands of customers globally. We’re big believers in the remote-work-from-anywhere lifestyle, which creates freedom for our team members and enables us to hire the best and brightest from around the world. A career with IgniteTech is challenging and fast-paced and we’re always looking for energetic and enthusiastic team members. We’re an Affirmative Action and Equal Opportunity employer and we value the strength that diversity brings to our workplace.
 There is so much to cover for this exciting role, and space here is limited. Hit the Apply button if you found this interesting and want to learn more. We look forward to meeting you! Working with us This is a full-time (40 hours per week), long-term position. The position is immediately available and requires entering into an independent contractor agreement with Crossover as a Contractor of Record. The compensation level for this role is $100 USD/hour, which equates to $200,000 USD/year assuming 40 hours per week and 50 weeks per year. The payment period is weekly. Consult www.crossover.com/help-and-faqs for more details on this topic. Crossover Job Code: LJ-5674-GB-COUNTRY-CommunityPlatf