Online Community Manager

Fortinet; Frankfurt; Vor Ort; EUR 60.000 - 80.000; Vollzeit

Zusammenfassung

A leading cybersecurity firm in Frankfurt is seeking an experienced Community Platform Manager to manage daily operations of their global customer community. The candidate will engage with vendors, analyze community insights, and ensure the platform meets customer needs. Ideal for someone with strong program management and communication skills, who thrives in a fast-paced environment.

Qualifikationen

• Minimum two years in community management or data analysis.
• Desired 5-8 years of experience in the enterprise hardware/software industry.

Aufgaben

• Manage daily operations of community platform.
• Engage with vendors for issue resolution.
• Use analytics for community insights.
• Identify improvements for support offerings.
• Provide reports to teams.
• Ensure community meets customer needs.

Kenntnisse

Program management

Data analysis

Community management

Web development

Communication skills

MS Office Suite

Problem-solving

Ausbildung

Bachelor's degree

Jobbeschreibung

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.