Strategic Community Architect, IgniteTech (Remote) - $200,000/year USD

Many brand communities appear active but fail to address customer needs effectively. With nearly 80% of customers attempting to resolve issues independently and 90% anticipating online solutions, only a fraction achieve success. This disconnect stems from disorganized information, inadequate setup, and lack of accountability, leading to a reliance on costly live support channels.We tackle this challenge with an operator mindset, not just as moderators. Our goal is to create a thriving customer community that enhances engagement, minimizes support demands through genuine self-service, and promotes customer success. This is achieved through three key deliverables: Community Strategy Reviews aligned with business objectives and measurable KPIs, seamless Platform Configuration Packages, and empowering Client Training Sessions that foster self-management and skill enhancement.This role combines senior advisory with hands-on implementation. You will spend roughly a third of your time on strategy, involving stakeholder discovery, KPI benchmarking, prioritization, and creating an executive-defensible roadmap. Another third focuses on configuration: mastering the admin console, testing in staging, smooth production deployment, and providing clear documentation. The remaining time is dedicated to enablement: conducting live, interactive sessions with objectives and Q&A, ensuring over 85% satisfaction and promoting autonomy. This role does not involve content calendars, social media posting, or moderation. It's about taking ownership and driving outcomes without waiting for a playbook.You'll collaborate with a results-driven team across Customer Success, Support, and Marketing. Your efforts will result in decreased ticket volumes, improved engagement quality, quicker time-to-value, and platform utilization that aligns with revenue and retention goals. If you're passionate about merging strategy with practical execution, this is your opportunity to excel in your community career. Apply now and help us create self-sustaining communities.What You Will Be DoingConducting Community Strategy Reviews: Perform strategic audits and develop plans to evaluate community performance against objectives, providing actionable insights and best-practice guidance.Developing Platform Configuration Packages: Create and deploy comprehensive admin console changes, including workflows, gamification, rankings, tags, and moderation tools, from staging to production.Delivering Client Training Sessions: Facilitate live or recorded sessions for client teams on community operations, best practices, and technical configurations.What You Won’t Be DoingThis position does not involve managing content calendars, posting on social media, or handling moderation queues. You will not be waiting for a predefined playbook, but rather, you'll be responsible for owning and driving outcomes.Strategic Community Architect Key ResponsibilitiesOversee a dynamic customer community that fosters strategic engagement, decreases support load through self-service, and accelerates customer success via expert platform optimization and community enablement.Basic RequirementsMinimum of 3 years in managing or advising digital customer communities.Experience in configuring and administering at least one modern community platform (such as Discourse, Higher Logic, Salesforce Experience Cloud).Proven experience managing enterprise accounts valued at $1 million or more.Familiarity with AI-driven marketing tools or analytics platforms (e.g., HubSpot automation, Jasper, Buffer).Understanding of AI's influence on community management and social media.About IgniteTechWorld-class talent. 100% global remote.Ready to be a part of the top talent that IgniteTech has curated from thousands of applicants throughout the world? Come join us.Through our portfolio of leading enterprise software solutions, we ignite business performance for thousands of customers globally. We’re big believers in the remote-work-from-anywhere lifestyle, which creates freedom for our team members and enables us to hire the best and brightest from around the world. A career with IgniteTech is challenging and fast-paced and we’re always looking for energetic and enthusiastic team members.We’re an Affirmative Action and Equal Opportunity employer and we value the strength that diversity brings to our workplace.
There is so much to cover for this exciting role, and space here is limited. Hit the Apply button if you found this interesting and want to learn more. We look forward to meeting you!Working with usThis is a full-time (40 hours per week), long-term position. The position is immediately available and requires entering into an independent contractor agreement with Crossover as a Contractor of Record. The compensation level for this role is $100 USD/hour, which equates to $200,000 USD/year assuming 40 hours per week and 50 weeks per year. The payment period is weekly. Consult www.crossover.com/help-and-faqs for more details on this topic.Crossover Job Code: LJ-5674-NG-Lagos-StrategicCommu.001