About Lyra Health
Lyra is transforming mental health care through technology with a human touch to help people feel emotionally healthy at work and at home. We work with industry leaders, such as Morgan Stanley, Uber, Amgen, and other Fortune 500 companies, to improve access to effective, high-quality mental health care for their employees and their families. With our innovative digital care platform and global provider network, 10 million people can receive the best care and feel better, faster. Founded by David Ebersman, former CFO of Facebook and Genentech, Lyra has raised more than $900 million.
About the Role:
The Customer Marketing Manager, Community is responsible for working cross functionally as the day-to-day manager and product owner of Lyra Connect, Lyra’s customer community portal. The Customer Marketing Manager, Communitywill maintain an engaging digital experience that brings together HR and business leaders from around the world to share insight and promote mental health as an essential component of organizational well-being and company performance.
With deep empathy for the customer, the Customer Marketing Manager, Community will work with external vendors, and Lyra’s marketing, customer success and technical teams to own the strategy and curate a digital experience that turns customers into advocates.
The Customer Marketing Manager, Community will work with content contributors to ensure that content on the platform is relevant and highly engaging. The Customer Marketing Manager, Community will use site traffic data and qualitative feedback from customers to make informed decisions on how to add new features to the community portal.
Responsibilities
- Own the long-term strategy of Lyra Connect, including a multi-year roadmap and a vision for how the community portal positively impacts the customer experience and streamlines internal workstreams
- Manage the lifecycle of multiple community portal projects at Lyra, from intake requests and creating project plans, to communications with cross-functional stakeholders, to ensure readiness and execution of community portal projects
- Build relationships and seek feedback from stakeholders to align on and establish customer community workflows, operations, processes, opportunities for automation, SLAs, and comprehensive process documentation
- Triage customer technical support requests in a timely manner, while keeping the Customer Success team members informed of updates
- Develop content for community portal articles, working with Marketing leadership to ensure a consistent brand voice and tone
- Create an engagement plan to allow customers to communicate with one another to share ideas and best practices
- Create an ongoing enablement plan for internal teams, including developing agendas, training materials and presenting to teams
- Ensure enforcement of implementation of customer community standards for user experience, brand, legal, and accessibility
- Collaboratively develop KPIs, measurements and dashboards and routinely report findings to cross-functional teams
Qualifications
- Minimum of 5-7 years of experience in community management, web production, marketing, or project management
- Strong program management skills with the ability to create a strategy and long-term vision, lead, communicate, implement and analyze a wide range of initiatives in a fast-paced environment
- Experience working with multiple stakeholders (technical and non-technical) and concurrent projects
- Excellent written, verbal, and interpersonal communication skills, with proven ability to translate project briefs and requests into technical specs and requirements for community portal development
- Experience contributing towards regular status meetings, feedback sessions, and clearly communicating expectations, and assigning next steps
- Comfortable with analyzing community portal visitor behavior and conversion data to translate into recommendations and optimizations throughout the site
- Expertise working with Salesforce
- Understanding of and passion for mental health industry transformation
We are an Equal Opportunity Employer. We do not discriminate on the basis of race, color, religion, sex (including pregnancy), national origin, age (40 or older), disability, genetic information or any other category protected by law.
