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Therapy Brands is the leading healthcare technology partner for mental, behavioral, and rehabilitative therapy. Our purpose-built and all-in-one practice, management, data, and billing solutions drive exceptional critical and financial outcomes.

Thousands of therapy practices rely on us as a trusted partner, to make their lives simpler and more officiant, improve revenue, and enable them to focus on patient care.

For more information, explore our solutions at therapybrands.com.

Job Description
The Customer Community Manager is a key member of the Customer Experience team and is responsible for building and maintaining a vibrant online customer community for Therapy Brands. Working with Customer Success, Marketing, Business Applications, and Product teams, the Customer Community Manager will assist the Director of Customer Education in creating the initial architecture for the customer online community and then work to foster online interactions with customers across our various products. In addition, the Customer Community Manager will act as a liaison between Therapy Brands and our customers by serving as a voice and moderator through community support, content distribution, and product feedback. This is a high-visibility role within an exciting area of the business with a chance to quickly make a difference.

Community Creation and Architecture

• Work with the Director of Customer Education and across marketing, business applications, and customer experience teams to map out the initial architecture of a new online customer community/customer portal using pre-determined software.
  
• Coordinate with product managers and engineering to ensure the customer community is linked to each product and customers have easy access through single sign-on.
  
• Work with the Director of Customer Education to create a customer engagement strategy.
  
• Build out initial forums, discussion groups, customer groups, and gamification/badges to increase customer engagement and participation.
  
• Create online mechanisms for customers to see tracking of professional services projects and customer support tickets within the community.
  

Engagement and Moderation

• Work with Marketing and Customer Experience to market the customer community and increase membership.
  
• Create, facilitate, and moderate discussions to encourage open dialogue among community members.
  
• Develop engaging conversations, webinars, and activities within the community that are educational, supportive, and aligned with brand messaging.
  
• Share valuable industry insights, product updates, and company news within the online community.
  
• Respond to customer comments, questions, and concerns promptly and professionally. Provide customer-directed feedback to Customer Experience, Product, and Engineering teams based on online conversations.
  
• Ensure online discussions adhere to community standards and create a positive and respectful environment, addressing inappropriate content or behavior as it comes up.
  

Customer Support & Feedback

• Collaborate with Customer Support team to escalate complex issues and ensure customer concerns are addressed quickly.
  
• Integrate chat functionality and dynamic AI agent into the customer community working to increase the number of support tickets deflected by the chat channel.
  
• Leverage the community to build peer-to-peer support and knowledge sharing.
  
• Work with Customer Education team to integrate educational resources (i.e. Knowledge Base and online Academy) into the customer community.
  

Reporting & Analytics

• Monitor key community metrics including engagement rates, active members, support ticket deflection, and sentiment.
  
• Generate reports to present insights to key stakeholders across the business.
  
• Determine areas for ongoing improvements and enhancements.
  

Qualifications

• Ideally a BA/BS degree, preferably in Business or Communication or 5 years of experience working in this capacity.
  
• 2+ years' experience creating and/or managing an online customer community, preferably for a SaaS/B2B organization.
  
• Familiarity with online customer community platforms.
  
• Superior communication skills (both written and verbal) and ability to facilitate customer dialogue and conversations.
  
• Understanding of customer service principles.
  
• Ability to build relationships and foster a sense of community
  
• Ability to manage multiple competing priorities, rapidly adapt and respond to customer requests and timeline changes.
  
• Excellent project management skills with an emphasis on attention to detail, timelines, and quality of work.
  
• Excellent problem-solving skills and ability to be flexible in project situations. Ability to research, analyze, and provide a solution to newly identified issues.
  

Additional Information

While we've outlined some key qualities we typically seek, it's essential to remember that there might be additional unique strengths and talents you possess that would make you an exceptional match for us, even if they're not explicitly mentioned. Studies have consistently highlighted the significance of this principle, particularly for individuals from disenfranchised backgrounds, including women and other marginalized groups. These individuals often hesitate to apply unless they meet every single requirement, unlike their male counterparts who are more inclined to apply when they meet around 60% of the criteria.

The message we want to convey is that taking a leap of faith and applying can be incredibly rewarding. Your distinct abilities and perspectives could be exactly what we need to create a more diverse and inclusive team. So, don't hesitate-apply today and let's explore the exciting possibilities together!

All your information will be kept confidential according to EEO guidelines.

At Therapy Brands, Diversity, Equity, Inclusion, and Belonging aren't just words. We celebrate what makes us unique, foster an ecosystem of inclusion for all and harness our talents to promote diversity of thought and action in everything we do.

We instill Diversity, Equity, Inclusion, and Belonging into the fabric of our CARING culture and business, as we strive to be recognized not only as the leader in healthcare technology, but also for our intentional efforts to promote a diverse community.

We will champion non-discriminatory practices throughout the employee and customer lifecycle; caring for every person regardless of race, national origin, color, religion, disability, sex, orientation, or familial status.

Therapy Brands is an equal opportunity employer.