IoT Community Manager

Job Description

Silicon Labs is a leader in secure, intelligent wireless technology for a more connected world. Our integrated hardware and software platform, intuitive development tools, unmatched ecosystem, and robust support make us the ideal long-term partner in building advanced industrial, commercial, home, and life applications. We make it easy for developers to solve complex wireless challenges throughout the product lifecycle and get to market quickly with innovative solutions that transform industries, grow economies and improve lives.

Why the position matters

Silicon Labs' award-winning technologies are shaping the future of the Internet of Things. The next coming years will be exciting, driven by the IoT market growth and Silicon Labs position as a one stop shop for IoT products.

As we continue to scale, and our customer base expands, we will require collateral and community support that scale to meet the support requirements and act as a self-served location for designers.

Silicon Labs have invested in a new community platform that was launched last year and we are getting ready to increase the number of active users and move more of the support to the community.

The Community Engagement and Insights Manager is responsible for the healthy “pulse” of community.silabs.com. Your direct efforts ensure our customers are not just happy with the organization but are enthusiastic advocates. You are genuinely interested in developing relationships with our customers and ensuring that their feedback and suggestions are gathered and shared with the appropriate internal teams, increasing customer satisfaction. You understand that the primary success in your job is not dependent upon technology, but about interaction and the sharing/creation of content and engaging experiences.

Is this a good match for you?

A successful candidate will need an entrepreneurial spirit and relish the opportunity to guide customers to a successful outcome. They will need to engage with customers with varying technical proficiency and be comfortable presenting to a wide range of audiences including those both at the executive and developer level. They should have the ability to adapt their communication to offer both simple high-level guidance and detailed technical support.

Essential Responsibilities

• Manage the overall vision and strategy of customer Community engagement
• Monitor and participate in the Community on a daily basis. Act as an advocate of the Community within the organization, creatively and proactively assist customers with non-technical questions, engage in dialogues fostering connections and relationships with the Community members.
• Provide interactions oversight, training, and best-practice sharing
• Work cross-functionally to ensure that feedback gathered on Social and Community channels is incorporated within established decision-making processes
• Develop a closed-loop process and regularly report on insights gained from Community monitoring into the Content, Marketing and Product Dev teams, to help inform and influence their strategies
• Develop reporting to monitor, analyze, review, and report on the effectiveness of new initiatives
• Develop and implement the organization's technical blog strategy
• Increase reach and amplification of the organization efforts to connect with more customers and assist in growing awareness of this (and other) channels as they evolve
• Provide Community management support
• Evaluate emerging channels (e.g. LinkedIn) and make recommendations for inclusion, as appropriate

Education and Experience

• Bachelor’s degree in Marketing, Engineering, or Business and 5+ years of industry experience in the semiconductor or related field
• Marketing experience in a distribution partner facing role and channel marketing highly desired

Knowledge, Skills, and Abilities

• Understanding of wireless semiconductor landscape, market trends, and developer communities
• Ability to execute marketing programs to build and maintain customer growth
• Must be a compelling communicator with the ability to negotiate, coordinate, and collaborate with cross-functional technical, sales, and operations teams
• Minimum 1-2 years demonstrated experience and passion for engaging with others in an online community and social media channels (Facebook, Twitter, Reddit...)
• Knowledge of web analytics
• Detail-oriented with demonstrated analysis and follow-through skills
• Exceptional English writing skills in a personable yet professional tone that fosters meaningful relationships
• Experience working in a fast-paced environment with tight deadlines
• Excellent interpersonal skills
• Ability to work in a team, and independently; Self-directed and proactive
• Good technical understanding and can pick up new tools quickly
• Ability to proactively handle conflicts and deal with a range of personalities, maintaining a compassionate, empathetic, helpful attitude
• Familiarity with agile development methodology
• Demonstrated skill developing and creating training materials, both written and video
• Tools/Platforms: Salesforce, PowerPoint, Markdown, Familiar with Salesforce Experience Cloud, Jira, Confluence
• Familiarity with UX principles and UX improvement tools

• Flexible Vacation Policy
• Great medical (Choice of PPO or Consumer Driven Health Plan with HSA), dental & vision plans
• Highly competitive salary
• 401k plan with match and Roth plan option
• Equity rewards (RSUs)
• Employee Stock Purchase Plan (ESPP)
• Life/AD&D and disability coverage
• Flexible spending accounts
• Adoption assistance
• Back-Up childcare
• Additional benefit options (Commuter benefits, Legal benefits, Pet insurance)
• 3 paid volunteer days per year
• Charitable contribution match
• Tuition reimbursement
• Free downtown parking
• Onsite gym
• Monthly wellness offerings
• Free snacks
• Monthly company updates with our CEO