Community Manager - North America

At C2C, we unite Google Cloud customers across the globe. As a startup organization, we are excited to bring Google Cloud customers together to shape the future of the cloud. C2C is a separate organization from Google Cloud but closely aligned with its executives, sales, and product teams as their formal community. The business has staff support along with financial support to build a thriving business.

This position requires a motivated, self-starter who thrives in a fast-paced work environment, can manage multiple projects simultaneously, and has outstanding organizational skills. Our small but mighty team will require each individual to “roll up their sleeves” in their areas of expertise, quickly ramp up their understanding of the Google Cloud customer base, and perform at the highest level in an environment where the path forward is not always defined for you in advance. The position is critical in helping to shape our overall operations and deliver on C2C’s commitment to providing meaningful, high-quality customer experiences.

Objectives of the Role:

• Responsible for recommending and prescribing engagement strategies to help serve the intended audiences for in-person events.
• Work with C2C management to establish benchmarks, KPI’s and regularly inform the team of performance to plan.
• Work with C2C management to develop and manage the execution of the in-person events community engagement calendar, working cross-functionally to ensure integration and alignment with C2C’s content journeys, partner expectations, editorial calendar, and online strategy.
• Work with C2C management on the design, lead, and management of a robust in-person events strategy for C2C’s North America community platform and core communities of practice, develop annual engagement road maps, and build member-to-member connectivity through in-person discussions, events, feedback channels, and contributors programs that increase monthly active users.
• Working with management, supporting all in-person events (Google Cloud and Industry related), building detailed project plans and execution, and ensuring they fit within C2C’s events strategy.
• Develop and maintain a strong understanding of Google Cloud priorities, working closely with Google Cloud experts and customers to gain insights into content that increases member loyalty. Build and leverage relationships with Google Cloud, customers, and subject-matter experts to create new opportunities to increase lifetime value for C2C customers.
• Locally responsible for overseeing a North American engagement strategy that connects members across the globe, encouraging in-person discussion and learning that can be easily duplicated from city to city.

Daily and Monthly Responsibilities:

• Working with the local Team Leaders, ensure that the virtual and in-person event strategies are aligned and working together.
• Daily oversight of C2C’s North America in-person events community platform and volunteer contributors to meet deadlines and engagement targets.
• Bring forward the voice of the customer through customer contributions and aggregate insights.
• Oversee a team to implement and organize local events and move the in-person Event strategy forward.
• Maintain regular alignment with Content and Marketing teams on content and member acquisition efforts to be incorporated into the events calendar.
• Practice continuous improvement best practices and optimize accordingly.
• Manage execution of the in-person events calendar, ensuring consistent activity for key audiences and core topics and inviting community perspectives to inform C2C’s events strategy.
• Build and maintain a database of speakers and experts, including Google Cloud, industry insiders, and partners, who best represent C2C and our content strategy, and who can engage at local events across the world.

Skills & Qualifications:

• Good listener
• Customer-driven attitude with a mind for details—no task is too “in the weeds” to understand, execute, and improve engagement tactics for our community.
• Comfortable and experienced with public speaking in virtual and in-person formats.
• Experience facilitating live interviews or panel discussions.
• Can-do attitude
• Proficiency and familiarity with Workspace productivity tools.
• A solid understanding of customer success strategies and how to drive engagement and loyalty.
• Experience organizing and facilitating in-person events including knowledge of venue management, budgeting, agenda building, and project management.
• Knowledge and experience of building and growing Chapter programs are not required but highly suggested.
• Community, customer success, and/or content experience related to enterprise technology.
• Ability to work with all levels of management and can foster relationships with internal and external stakeholders.
• Basic technical understanding of online community platforms and engagement tools.
• Strong project management, multitasking, and decision-making skills.
• Related experience building, moderating, and supporting online communities, or managing customer-focused programs.
• Exceptional customer success and engagement skills, plus the ability to generate creative ideas.
• Able to manage multiple projects simultaneously, and organize workloads to meet timelines in a fast-paced, high-growth matrixed environment.
• Familiarity with Google Cloud or the cloud technology landscape.
• Fluent English speaking person living in the US.
• A data-driven and experimental mindset.