Community Specialist

Lucid Software is the leader in visual collaboration and work acceleration, helping teams see and build the future by turning ideas into reality. Our products include the Visual Collaboration Suite (Lucidchart and Lucidspark) and airfocus. We hold true to our core values: innovation in everything we do, passion & excellence in every area, individual empowerment, initiative and ownership, and teamwork over ego. At Lucid, we value diverse perspectives and are dedicated to creating an environment and culture that is respectful and inclusive for everyone. Lucid is a hybrid workplace. We promote a healthy work-life balance by allowing employees to work remotely, from one of our offices, or a combination of the two depending on the needs of the role and team.

Since the company’s founding, Lucid Software has received numerous global and regional recognitions for its products, business, and workplace culture. These include being listed to the Forbes Cloud 100, Fast Company Most Innovative Companies, Fortune Best Workplaces in Technology, and PEOPLE’s Companies that Care. Lucid’s solutions are used by more than 100 million users across the globe, making Lucid the most used visual collaboration platform by the Fortune 500. Our customers include Google, GE, and NBC Universal, and we partner with leaders such as Google, Atlassian, and Microsoft. 

As a Community Specialist, you'll play a pivotal role in nurturing and growing our vibrant user community. You'll be the driving force behind fostering engagement, facilitating discussions, and providing valuable insights to enhance our products and services. Collaboration with internal teams such as marketing and product management will be key as you represent the voice of our community within Lucid.

In this dynamic role, you'll have the opportunity to shape the direction of our community strategy, leveraging your creativity and passion for building connections to drive meaningful interactions. You'll be the face of Lucid to our users and an important part of their daily experience, embodying our values of innovation and excellence in every interaction. 

Responsibilities:

• Foster and grow a vibrant community for all Lucid users, with a particular emphasis on building strong personal connections and engaging actively with power users in live settings. Build and execute a community strategy that supports Lucid’s business objectives and serves as a tool for specific teams.
• Build product expertise by completing product support training. Answer community posts and customer tickets, providing thoughtful and timely responses to users. Engage in inspiring conversations about best practices with encouragement and insight.
• Moderate community discussions and analyze community metrics to measure engagement, identify trends, and inform strategic decisions.
• Manage and grow a community power user engagement program by building meaningful connections through live events, special opportunities, and compelling incentives. 
• Collaborate with CX, Product, and Marketing teams to identify and create valuable opportunities for power users. Empower these users to support Lucid's business objectives by offering peer support, sharing product insights, and promoting Lucid within their professional networks.

Requirements: 

• Bachelor's degree or equivalent work experience.
• Excellent written and verbal communication skills, with the ability to convey complex ideas clearly and concisely.
• Strong interpersonal skills, with a knack for connecting with others, building authentic relationships, and fostering a sense of belonging.
• Proactive and self-motivated, with the ability to prioritize tasks and manage multiple projects simultaneously.
• Analytical mindset, with the ability to interpret data and derive actionable insights.
• Ability to navigate ambiguity and tackle unsolved problems with energy, innovation, and passion.
• Strategic thinking skills to build, share, and execute community vision in a fast-paced and dynamic work environment.

Preferred Qualifications:

• Background in marketing, content, customer success, support, or education roles.
• Familiarity with SaaS products and the technology industry.
• Experience organizing and hosting virtual or in-person events.
• Experience engaging with and fostering online communities or power user programs.

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