Responsibilities

• Partner with leadership to develop high-quality, relevant content (e.g., articles, videos, webinars) that addresses customers' real on-the-job challenges and promotes product adoption.
• Develop and execute engagement strategies that increase active participation in the community and drive adoption of the app's community features among enterprise lenders and individual Loan Officers.
• Plan and host events such as in-person meetups, webinars, workshops, and live Q&A sessions to foster connection and knowledge sharing.
• Identify and cultivate relationships with key influencers and advocates within the customer base to amplify community reach and engagement.
• Collaborate with internal team members including Sales, Operations, Marketing, and Product as well as external agencies to build a playbook for successful community rollout and product adoption for new customers.
• Monitor community activity and analyze user behavior, spotting trends and surfacing feedback to improve user experience and content relevance.
• Act as a voice of the community, sharing insights with product, sales, customer success, and training teams to ensure alignment on community initiatives.
• Track and report on key metrics such as NPS, CSAT, engagement rates, and adoption through recurring surveys and analytics platforms to measure impact, inform strategy, and demonstrate ROI.