Higher Logic

• Serve as the primary project manager to customers while coordinating multiple, simultaneous implementations of the Higher Logic product suite. • Define, plan, and implement the deliverables and tasks required for successful implementations using a standard project management methodology to guide projects in a consistent and organized manner. • Effectively communicate project expectations and deliverables to internal and external project team members in a timely and clear fashion. • Understand existing processes and recognize and propose changes to improve quality, reduce costs, and accelerate timelines as well as share best practices and product knowledge with peers and team members. • Provide user training via the Web or on-site for onboarding and the effective use of the software and best practices. • Elicit feedback from the customer relating to the project implementation, end-user adoption, and satisfaction with the product during and after implementation. • Work cross functionally with internal teams to resolve and report technical product issues, test new features, and collect client requirements post-sale. • Conduct all business in accordance with Higher Logic policies and procedures. • This position will work on Australian, U.S., Canadian, and other projects. The work schedule for this position is Monday, Tuesday, Wednesday 2:00pm ET to 10:00pm ET and Thursday and Friday U.S. hours of 9:00am to 5:00pm ET. • All other duties as assigned.

• Build and maintain scalable ETL/ELT pipelines to ingest structured and unstructured data into the data warehouse. • Develop and optimize data models to support reporting, dashboards, and operational insights. • Write clean, efficient, and reusable SQL and Python code to transform raw data into business-ready outputs. • Collaborate with analytics and business stakeholders to understand data requirements and deliver practical solutions. • Monitor pipeline performance and ensure reliability, accuracy, and timeliness of data flows. • Design frameworks for triggering AI workflows based on business rules and data events. • Serve as a subject matter expert on data best practices, including schema design, data governance, and data security. • Partner with cross-functional teams to align data assets with enterprise goals, AI enablement, and automation strategies. • Drive adoption of new data tools and methodologies, such as DBT, Iceberg, or similar modern data stack technologies. • All other duties as assigned.

• Responsible for leading a team of support specialists dedicated to providing world-class customer service to Higher Logic’s customers. • Overseeing all core people leadership functions including hiring, training, mentoring, and performance management. • Implements customer-centric processes and systems to enhance the team’s productivity and performance. • Foster strong peer-to-peer relationships and collaborate across the Customer Experience team and the company overall.

• Resolve customer technical issues effectively and efficiently through multiple support channels • Communicate with customers professionally and consistently on issue status and resolution • Document customer interactions using our support ticketing system to capture issue type, status, relevant customer notes and resolution • Continually develop and hone customers service & troubleshooting skills and Higher Logic product knowledge • Build and foster positive working relationships across the team and company • As required and as per internal SLAs, escalate customer tickets to other teams needed to resolve customer issues • As needed, coordinate phone calls or virtual sessions with customers to troubleshoot effectively • Meet or exceed performance metrics around productivity, quality of work and overall customer experience as agreed upon with manager • Conduct all business in accordance with Higher Logic policies and procedures. • All other duties as assigned

• Build, maintain, and ship high-quality product features in a multidisciplinary Agile team. • Design and evolve backend systems that support large-scale, highly configurable community applications. • Work across core application layers, APIs, integrations, and platform capabilities to deliver reliable end-to-end solutions. • Write reliable, well-tested code; participate in code review; mentor teammates through thoughtful feedback and shared patterns. • Triage, debug, and resolve production issues efficiently; collaborate closely with product, QA, support, and other engineers to close the loop quickly. • Contribute to application performance, scalability, resilience, and maintainability across a large and evolving codebase. • Help shape technical direction by improving architecture, coding standards, tooling, documentation, and team development practices. • Participate in guild or cross-team engineering discussions to strengthen backend practices and promote sustainable patterns across the organization.

• Own retention and renewal outcomes for an assigned book of business, with accountability for customer health, renewal strategy, and risk mitigation. • Take a hands-on, whatever-it-takes approach to retaining customer accounts, stepping into issues directly and doing what is needed to move the account forward. • Lead proactive account reviews and executive conversations focused on customer goals, adoption, business value, risks, and next steps. • Identify customer challenges, business risks, and gaps in adoption, then drive clear action plans to improve outcomes and protect retention. • Operate with a high degree of ownership and urgency, recognizing that no task is too small when customer retention or account health is at risk. • Partner cross-functionally with Customer Success, Sales, Support, Services, Product, and Leadership to resolve issues, align resources, and move accounts forward. • Identify and communicate upsell or cross-sell opportunities when they align to customer needs and goals. • Capture and elevate customer feedback, market insight, and product gaps to help influence company priorities. • Develop and improve playbooks, engagement strategies, and operating rhythms that increase team effectiveness and customer retention. • Provide guidance, coaching, and strategic support to Customer Success Managers on complex accounts, renewal risk, and executive engagement. • Represent Higher Logic with professionalism, accountability, and sound judgment in all customer and internal interactions. • Perform other related duties as assigned

• Generate pipeline aggressively within your existing client base through high-volume outbound activity (calls, emails, LinkedIn, etc.) • Prospect into new personas and stakeholders within customer organizations—not just your existing contacts • Own the full sales cycle from discovery through close for upsell, cross-sell, and expansion opportunities • Deliver compelling, tailored demos and presentations that connect business outcomes to Higher Logic solutions • Drive consistent activity levels that fuel pipeline growth (calls, emails, meetings set, opportunities created) • Build and maintain a strong, accurate pipeline with clear next steps and forecast visibility • Collaborate cross-functionally with Customer Success, Support, Consulting, and Finance to maximize customer outcomes and identify growth opportunities • Challenge the status quo—bring new ideas to improve outreach, messaging, and conversion rates • Meet and exceed quota while contributing to a high-performance, team-first culture

• Develop and manage customer advocacy and engagement program, including framework, goals, structure, and success metrics, to drive customer stories, references, and other advocacy opportunities. • Manage, execute, and evolve Customer Advisory Board (CAB) program including planning, facilitation, stakeholder alignment, and customer communications. • Lead strategic management of the online community, including day-to-day operations, content planning and execution, engagement strategies, and performance monitoring. • Organize and facilitate virtual and in-person customer user groups and events to drive engagement, knowledge sharing, product adoption, and impact customer retention. • Partner with cross-functional stakeholders to align program priorities with business objectives, integrate customer insights, and improve customer experience outcomes. • Support and drive the evolution of program best practices by identifying, testing, and implementing new approaches and technologies, including AI. • Define, track, and analyze program performance metrics and customer feedback to identify trends and drive continuous and strategic improvements. • Execute and enhance scalable processes, playbooks, and engagement strategies to support consistent program execution. • Serve as a subject matter resource in customer advocacy and community engagement, providing guidance across teams. • Conduct all business in accordance with Higher Logic policies and procedures.

Company Description At Higher Logic, engagement happens here. As the industry-leading, human-focused engagement platform we deliver powerful online communities and communication tools to organizations looking to build, retain, and grow their member or customer base. We’re obsessed with engagement and, with over 13 years of experience in the industry, we’ve got it down to a science. We are a global company with offices throughout the US, Canada, and Australia. We serve more than 3,000 customers, representing over 350,000 online communities with over 200 million users across 42 countries worldwide. Our team is a thriving community of authentic people with diverse experiences and perspectives. We are honest and genuine and believe that sharing ideas and feedback openly helps us to be successful. We believe that diversity and empathy bring us #AllTogether to make us stronger. We learn from failure and successes because both help us to grow and learn. We strive to understand the why behind our actions and bring our best selves to work every day. Job Description The Senior QA Analyst provides testing support and guidance for our engineering projects by creating and executing a test plan, reporting defects and developing automated tests. As part of the QA team, the Senior QA Analyst will use software testing best practices and tools to help guide the QA team and oversee the testing of engineering projects. The Senior QA Analyst is a software tester with extensive experience, who is entrusted with the QA testing direction of the team, defining and taking on tasks with no assistance required and choosing to collaborate for the benefit of the team. Essential Duties and Responsibilities: - Identify test requirements, communicate scope of testing, and establish estimates of testing effort. - Develop, document, and execute manual test scenarios to identify defects and certify new and old features. - Develop and maintain automated tests. - Identify, report, and communicate quality issues within a defect management tool; describe expected behavior/resolutions. - Collaborate across multiple teams to resolve product issues and identify the scope of testing. - Develop proficiency in product knowledge, working towards subject matter expertise. - Engage and collaborate with team members to ensure proper cross training, minimize wasted effort, and regularly deliver the highest priority changes with the team. - Establish quality methodologies and strategies to achieve desired test coverage. - Conduct all business in accordance with Higher Logic policies and procedures. - All other duties as assigned. Knowledge and Abilities Required: - Understands user experience of software and applies that understanding when testing software. - Basic understanding of programming concepts and languages such as Java or C#, SQL and Object-Oriented programming - Comprehension of software development, including all phases of the software development lifecycle and how Agile/Scrum principles applies to software development. - Problem Solving: Keen attention to detail; ability to solve complex problems; determined and possesses tenacity to commit to the end when solving issues. - Time Management: Attends to a broader range of activities; uses time effectively and efficiently; concentrates on the more important priorities. - Self-Starter: Works with moderate/limited supervision, engaging team members for assistance as needed. - Teamwork & Adaptability: Team player; ability to work autonomously and in a team; flexible and quickly adjusts to changing priorities, responsibilities, assignments, expectations, and processes. - Communication & Approachability: Listens effectively; conveys information accurately, concisely, and comprehensively; actively seeks feedback; builds strong work relationships and easily adjusts to how individuals work. - Priority Setting: Quickly senses what will help or hinder accomplishing a goal; eliminates roadblocks and creates focus. What you'll earn: - Competitive compensation. - Comprehensive health benefits package. - 401(k) plan with employer match. - Healthcare and dependent-care flexible spending account. - Company short-term and long-term disability insurance. - Company culture that recognizes its employees. - Room for growth and development and management that cares about your professional growth and will help you achieve your goals. - Significant advancement opportunities for outstanding performers. To protect yourself against the increasing number of recruiting scams, please make sure that you are communicating with Higher Logic. We communicate through our corporate website at Higher Logic and through corporate emails utilizing our domain name of @higherlogic.com. Be vigilant when checking domains because imitators often make very small changes to trick the eye. Additionally, please know that Higher Logic does not use text messaging or public messaging platforms, such as Telegram or Whatsapp, to make initial contact with candidates and Higher Logic will never ask an employment candidate for financial information or for payment of any kind. Higher Logic does not accept agency or candidate sourcing solicitations emails or phone calls, nor do we pay agency fees for our posted positions EEO Disclosure Higher Logic is committed to equal opportunity. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability status, protected veteran status, or any other characteristic protected by law. Higher Logic is committed to ensuring that its application process provides an equal employment opportunity to all job seekers, including individuals with disabilities. If you believe you need a reasonable accommodation in order to search for a job opening or to submit an application, please contact us by emailing HRBenefits@higherlogic.com

The Strategic Advisor/ Senior Strategic Advisor roles are responsible for serving as a main point of contact for multiple customers by managing their online community and communication platforms via product enablement, creation and execution of strategic plans, and supporting community management activities using the Higher Logic software platform. This role is expected to offer specific community insights, make recommendations on approaches and techniques, and implement those approaches and techniques based on knowledge of the customer and their objectives while growing customer engagement. ESSENTIAL DUTIES AND RESPONSIBILITES: - Execute day to day production tasks working within the customer's online community and/or email marketing platform. - Recommend and implement engagement tactics appropriate for customer communities. - Help other Strategic Services team members address issues/solve problems for customers you may not be directly engaged with. - Mentor and/or train other Strategic Services team members on all aspects of community, communications and consulting best practices. - Seek and collate customer feedback to shape online community management practices and product ideation within Higher Logic. - Work with Product and other HL teams to improve the community platform - Conduct all business in accordance with Higher Logic policies and procedures. - All other duties as KNOWLEDGE AND ABILITIES REQUIRED: · Able to manage competing priorities to meet time-sensitive goals across multiple customers. · Able to work with a team, take direction from one or more team members, provide direction to other resources. · Excellent customer service orientation and troubleshooting abilities. · Excellent verbal and written communication skills. · Strong technical aptitude to learn new software platform. · Experience with Microsoft Office applications (PowerPoint, Excel, Word, etc).