Flexera saves customers billions of dollars in wasted technology spend. A pioneer in Hybrid ITAM and FinOps, Flexera provides award-winning, data-oriented SaaS solutions for technology value optimization (TVO), enabling IT, finance, procurement and cloud teams to gain deep insights into cost optimization, compliance and risks for each business service. Flexera One solutions are built on a set of definitive customer, supplier and industry data, powered by our Technology Intelligence Platform, that enables organizations to visualize their Enterprise Technology Blueprint™ in hybrid environments—from on-premises to SaaS to containers to cloud.

We’re transforming the software industry.  We’re Flexera.  With more than 50,000 customers across the world, we’re achieving that goal. But we know we can’t do any of that without our team.  Ready to help us re-imagine the industry during a time of substantial growth and ambitious plans?  Come and see why we’re consistently recognized by Gartner, Forrester and IDC as a category leader in the marketplace. Learn more at flexera.com

Program Manager, Community Experience Team

Flexera is looking for a Program Manager within the Community Experience Team who can help successfully grow our global online community. This high-energy individual contributor will create, execute, and deliver a program of improvements to deliver the next generation of the Flexera Community.

This position will be part of Flexera’s Community Experience Team within the Solutions Success organisation.  This role will be a significant contributor to Flexera’s #1 strategic priority: CUSTOMER SUCCESS. We are looking for a passionate individual that is open to trying new things, getting things done, and challenging the status quo.

Who are you?

You are self-motivated, organised, strategic and results oriented. You’re a natural when it comes to building relationships and an internal network to get things done. You’re a natural leader and can build rapport quickly, gaining understanding and trust through ongoing dialogue and results.

What the role is all about...

The Community Experience Team work together to provide a seamless and best in class self-service experience to empower our customers and partners to accomplish more with their Flexera products and services independently.

You are the face of Flexera, inspiring customers and colleagues, and creating a digital, vibrant community. You will effectively coordinate cross-functional and complex programmes and projects of various types including project delivery, release and internal change management.  You will manage interdependencies, risks, issues, and enable the successful delivery of outcomes and new capabilities for agreed business initiatives.

Responsibilities:

• Day to Day Community Management: including managing the introduction of new features, employee participation, moderation program, and content plan.

• Plan and design the Community success program for your assigned ownership areas and proactively monitor its progress, resolving issues and initiating appropriate corrective action.

• Collaborate on the development, execution, and delivery of Flexera’s online community strategy.

• Ensure the delivery of new capabilities, products, or services from projects is completed to the appropriate level of quality, on time, and within budget, in accordance with the program plan.

• Work with many teams beyond your direct organisation to ensure successful completion and transition of projects into business as usual.

• Develop community guidelines and processes that can scale with the expansion of the community roadmap for example: community moderators, community champions and site guidelines.

• Be an evangelist who will use data and customer successes to drive internal commitment and business transformation.

• Establishing KPI reporting on the Flexera community and reporting out to the wider business to showcase adoption and impact.  Potential to extend to other aspects of the customer journey.

Skills:

• Communication – excellent communication skills. Understand how to drive and engage conversations. Ability to persuade and motivate people.

• Organizational and project management skills – ability to manage multiple projects and maintain many moving parts at the same time.

• Creative & Analytical thinking – ability to come up with new creative ideas to engage and inspire participation.

Requirements:

• Required experience managing and operating community management tools, with understanding of Salesforce Communities and unified search technology. Search Unify experience would be highly valued.

• Minimum of two years’ experience with delivery of customer experience projects, initiatives and programs, ideally for a SaaS software company. 

• Knowledge Management experience with proven experience designing knowledge programmes and technical communication.

• Bachelor’s degree in relevant field or five years relevant experience.

• Able to showcase a track record of successfully planning, organizing, and managing cross-functional projects and programs by developing processes that drive clarity and simplify operational processes.

• Proven analytical approach with experience of using quantitative and qualitative data to make decisions and achieve measurable business outcomes.

• Strong organization, strategic and  leadership skills with executive presence.

• Ability to build a collaborative environment within the Success organization and wider Flexera business.

• Experience working with customers ideally within a SaaS software company. An understanding of how software is bought, sold, and supported

It would help if you are:

• A qualified Salesforce Administrator.

• Project Management (such as PRINCE 2, PMP, APM PMQ) or Program Management certifications (such as MSP, PgMP).

• Agile certifications (e.g., Agile Project Management, Scaled Agile Frameworks).

• ITIL certified.

• Knowledge Centered Service (KCS) certified.

Flexera is proud to be an equal opportunity employer.  Qualified applicants will be considered for open roles regardless of age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by local/national laws, policies and/or regulations. 

Flexera understands the value that results from employing a diverse, equitable, and inclusive workforce. We recognize that equity necessitates acknowledging past exclusion and that inclusion requires intentional effort. Our DEI (Diversity, Equity, and Inclusion) council is the driving force behind our commitment to championing policies and practices that foster a welcoming environment for all.