Community Strategy Enablement Manager
Core
Operational and analytical backbone enabling cross-functional community strategy execution, standardizing processes, and tracking customer escalations to drive adoption and retention.
Role type
Senior IC community strategy enablement manager
Builds
Standardized operational processes, escalation tracking systems, and engagement frameworks for community partners and customers
Domain
Social services / Public health / Nonprofit sector
Deliverable
dashboards & analysis
Required skills
Customer success operations, Salesforce CRM, process documentation (SOPs/playbooks), stakeholder management, data analytics, project coordination, survey management
Preferred skills
Experience with state/local government agencies, community-based organizations (CBOs), healthcare organizations, public health, human services
Responsibilities
Serve as a consultative partner to Customer Success Managers for escalation reviews and network engagement plans; Drive retention across assigned customer accounts; Maintain SOPs and triage processes for community escalations; Track and report escalation campaign metrics in Salesforce; Collaborate with Sales, Implementation, Marketing, and RevOps teams; Manage customer surveys to measure satisfaction and resolution effectiveness
Seniority
Mid-Senior, hands-on IC