Online Community Manager

vor 1 Tag

Frankfurt am Main, Hessen, Deutschland Fortinet Vollzeit
Description

This position requires to be in our Kelsterbach office 4 days/week.

As one of the world's leading cybersecurity firms, we protect millions of organizations from evolving digital threats. Our success depends not only on cutting-edge technology but also on empowering customers with knowledge, support, and collaboration. Our online community plays a critical role in achieving this mission — and we're looking for a skilled Community Platform Manager to take it to the next level.

We are seeking an experienced Online Community Manager who thrives in fast-moving environments and wants to make an immediate impact. This role is ideal for someone who is both strategic and hands-on — capable of running daily operations while also contributing to shaping the community's long-term value. Working closely with a small, collaborative team, you'll drive the day-to-day management of our global customer community and search platforms.

Responsibilities:

  • Daily operation and management of community platform and associated technologies
  • Lead day-to-day engagement with external vendors and consulting partners for issue and defect resolution as well as platform expansion and maintenance
  • Use community analytics to provide insights into usage and opportunities for improvement
  • Uncover improvements which can be made within our Support Offering (KB, Search, Community) 
  • Provide relevant reports to teams as required
  • Ensure the community meets both the needs of the customer (Solve issues and Creating engagement) and Fortinet (Raise Awareness and Drive Self Service) 
  • Identify key metrics and ensure improvements are measurable 

Key Skills & Attributes:

  • Exceptional program management track record
  • Desire to work with data, systems, processes and people (internal and external)
  • Experience with online community, federated search, web development, editing and content management 
  • Experienced communicator – Creative concepts, strong writer, skilled presenter
  • High proficiency and experience with MS Office Suite (Word, Excel, PowerPoint, etc.)
  • Ability to proactively identify issues and coordinate resolutions across internal and external stakeholders
  • Ability to thrive in a dynamic and fast-paced environment
  • Flexible, team-oriented, collaborative work style and a positive attitude are required
  • Ability to complete tasks with a high degree of accuracy utilizing strong analytical and organizational skills
  • Must demonstrate the ability to integrate work across relevant areas, manage information and provide exceptional service to internal stakeholders.
  • Creative problem-solver

Experience & Education:

  • Minimum two years in community management, data analysis, process improvement, federated search, support operations, or equivalent. Desired 5-8 years of experience in the enterprise hardware / software industry.

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