Job Opening: External Support Community Manager at ADTRAN

Version 3

    Huntsville, AL

    ADTRAN is looking for an External Support Community Manager with proven skills working with Jive.  Check out our community at


    Passion: You have a passion for customer self-help and the creative ways it can be achieved with content, a user friendly website, and different web technologies.
    Business Strategist: You understand that clear business objectives are the key to driving success. You know how to envision community goals, present the goals and business case with conviction and build cross-functional, executive and stakeholder commitment.
    Curious and Innovative: You are continually curious, exploring new ideas without specific instruction. You can easily translate the business value of new trends for the community. You can also balance innovation with necessary doses of realism and pragmatism, knowing how to work effectively with given tools, processes or resources.
    Relationship Builder and Network Connector: You possess the ability to build a strong external professional network of community managers from which you can draw inspiration, tips, and benchmark best practices. Equally, you effectively build and nurture relationships with customers, prospects, colleagues, staff and executives at all levels of the organization.
    Politically Savvy: You are intuitive about the dynamics of human behavior, politics, interpersonal dynamics and conflict resolution. You quickly see the patterns and know how to interact or react.
    Adaptable: You can tell when we need to change our strategy to create a better experience for our stakeholders in the long-term and can serve as a change agent to rally support.
    Analytical: You understand the breadth and depth of web and social media analytics and are able to effectively deliver regular dashboards measuring business outcomes. Equally you know how to analyze, spot trends and adjust plans to keep programs on target.
    Engagement Manager: You know engagement is not just about content consumption. You can put effective strategies in place to drive member participation and interaction. You also know how to listen and be visible in the community without being overly obtrusive or the dominating voice.
    Leadership Skills: You know community management is not just facilitating and moderating the community content. You have sharp customer service, leadership, and conflict resolution skills. You know how to respond to positive and controversial feedback from users and how to prevent crises. You are comfortable leading meetings knowing when to use influence and persuasion skills and how to work across boundaries within the company.
    Community Advocate and Influencer Program Leader: Passionate, involved, and engaged advocates are the backbone of a community. You are able to create community advocate programs that encourage, recognize, and reward advocates for their leadership, involvement, and contributions in the community.

    Passionate about community best practices, principles, concepts, and technologies
    Excellent organizational, communication, and presentation skills
    Project management experience
    Open and honest communications skills preferably exercised in a social environment
    Hands-on and self-driven
    Experience with HTML, JavaScript, and CSS a plus
    Ability to run basic SQL queries
    Proficient with MS Excel to build monthly reports using VLOOKUP and Pivot Tables
    Ability to work collaboratively with members across many departments
    Can plan, organize, and lead meetings effectively
    Understanding of user interface (UI) best practices
    Willingness to take risks and be creative
    Able to identify common pain points that need to be addressed from various feedback channels
    Ability to be patient, objective, and not easily offended
    Ability to multi-task several projects at the same time
    5-10 years of hands on experience
    Bachelor's Degree Engineering, Business or Marketing-related degree

    Job Description:ADTRAN, Inc. is a leading global provider of networking and communications equipment, with a portfolio of intelligent solutions deployed by some of the world’s largest service providers, distributed enterprises and small and medium-sized businesses. ADTRAN solutions enable voice, data, video and Internet communications across copper, fiber and wireless network infrastructures. Headquartered in Huntsville, Alabama, with sales offices strategically located throughout the United States and around the world, ADTRAN’s mission is to be a trusted provider of global communications solutions, to develop innovative technologies used to create products and services that make communications simpler and more affordable for people everywhere, and to foster an entrepreneurial environment supported by enthusiastic employees who exhibit an unwavering commitment to personal integrity and support our customers beyond their expectations.


    The Community Manager will foster community involvement and encourage user-generated answers, participation, and activity in the ADTRAN Support Community. This position will work closely with the Support Leads, Technical Publications, Marketing, Training, and Corporate Web.  This position is located in Huntsville, Alabama.


    Key Responsibilities:
    1.Build community strategy to foster continual registration and activity growth.
    2.Identify, incent, and reward advocates.
    3.Work with Support, Training, Marketing, Corporate Web and Technical Publications to produce appropriate content and make it easy for customers and employees to find.
    4.Develop and enforce governance policies for organizing content, community structure, tagging, categories, search, and page layouts.
    5.Work with Marketing to promote the community through campaigns and regular posts on social media channels.
    6.Create programs to increase user-generated answers, peer-to-peer support, and networking between users.
    7.Oversee the total community member experience, update welcome email as needed, respond to survey comments, respond to posts in the feedback section, and be available to help members get the most out of the ADTRAN Support Community.
    8.Monitor the community. Be the keeper of the community rules of engagement. Manage “Inappropriate Use” procedures and escalation for resolution with the right stakeholders.
    9.Act as the advocate of customers, ensuring customer sentiment is shared internally and questions are answered in a timely manner.
    10.Manage and assist internal subject matter experts who answer technical questions within the Support Community.
    11.Create help documents, videos, and other relevant training to provide direction on how to use the site.
    12.Plan and execute platform upgrades and stay abreast of new Jive features and how they can be utilized.
    13.Investigate and resolve issues reported with the platform. When appropriate work with Jive Support. Make configuration changes as needed and document them.
    14.Work with Purchasing to negotiate yearly contract renewals as well as new purchases related to the Support Community.
    15.Manage 3rd party contractors when needed for customization or add-ons.
    16.Build and analyze qualitative and quantitative measurements. Build quarterly reports broken down by month that show trends as well as build one off reports as they are needed by internal stakeholders.
    17.Be an advocate for the ADTRAN Support Community both internally and externally by educating, training, and promoting the benefits and features it offers.
    18.Develop a plan for community improvements and how new use cases will be brought on board.


    How Adtran is brining the work together to view click this link: ADTRAN: Bringing the World Together on Vimeo


    Apply online at, About, Careers, Support Community Manager