Do you currently manage a community?
More like I will be managing a community. I am a community manager and will deploy a support community for my organization’s clients later this quarter. Currently, my day-to-day is building features/functions on our Salesforce Community Cloud platform, building out a strategy that aligns community goals with business objectives, researching community management (best practices, strategies, management, metrics, etc.) and going to meetings to understand our business.
What career path brought you to where you are now?
I started my career as an advertising and marketing major in college. Though my interest was never really in sales or design. I wanted to understand how we are connected, why we connect and how those connections drive business. My first job was a social media marketing specialist where I learned to hareness the power of messaging to drive engagement. Later, I moved on to a customer success role where I learned the concept of customer empowerment. Those learnings lead me to explore UX desgin and customer experience. I landed my first job as a community manager this year.
What is the biggest challenge you face in your job?
The biggest challenge I face in my job is building the community. There is so much to learn! Best practices, industry standards, features/functionality within Salesforce Community Cloud, people/teams/processes within my own company and all of that comes with individual view points and opinions. I’m lucky that I get to build out my own role and I have my a very supportive manager. My approach has been to read, learn, teach and gain buy-in from my steering committee of senior leaders in the company. Thus far - it’s been a success!
What’s the best job you ever had that wasn’t in community management and does it inform your CM work in any way?
The best job I had was when I was working as a marketing and sales manager for a indie radio station at my university. I wore a lot of hats in the role, but what I took away from that role is how to connect people. I connected advertisers to an audience and our audience to new music and new music to our advertisers (who were mostly music venues). It was that ability to build connections that I imagine will be helpful as I build my role as a community manager.