Higher Logic

• 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).

• Architect and build new data pipelines and lakehouse patterns to handle ~1 TB/day of streaming and batch data. • Establish data governance and lineage foundations, designing systems that make data traceable from source through warehouse and back into our platforms. • Build and optimize pipelines that power both analytics (Power BI) and operational workloads (e.g., marketing automation). • Design performant warehouse schemas and ETL/ELT processes for analytical and reverse ETL use cases. • Lead performance and cost optimization initiatives across Glue, Databricks, and S3. • Implement data quality, documentation, and testing frameworks using dbt. • Develop infrastructure as code using Terraform and automate deployments through GitHub Actions. • Partner closely with analysts, platform teams, and business stakeholders to enable data visibility, traceability, and self-service analytics. • Act as a senior member of the data team, setting best practices, mentoring others, and helping shape the data platform’s future.

Higher Logic is an industry leader in cloud-based engagement platforms. Our data-driven approach gives organizations an expanded suite of engagement capabilities, including online communities and marketing automation. From the initial web visit to renewal and ongoing engagement, we help you track and manage interactions along each stage of the digital customer experience. Organizations worldwide use Higher Logic to bring people all together, by giving their community a home where they can interact, share ideas, answer questions, and stay connected. Everything we do - the tools and features in our software, our services, partnerships, best practices - drives our ultimate goal of making your organization successful. The Contract Specialist at Higher Logic, is responsible for managing the company's customer and vendor agreements. In addition, the role is responsible for compliance with legal standards and company policies, assisting in drafting and reviewing contracts, and providing administrative support to the legal department. ESSENTIAL DUTIES AND RESPONSIBILITES - Drafting and Reviewing Contracts: Assist in the preparation, review, and negotiation of various types of contracts, including NDAs, Master Services Agreements, Statements of Work, etc. - Vendor Management: Coordinate and manage vendor management process, including identification of potential risks in agreements, RFPs, and maintenance of vendor management system. - Contract Lifecycle Management: Maintain and update contract management system, ensuring all contracts are properly stored, tracked, and relevant metadata is accessible by the organization. - Legal Research: Conduct legal research and prepare summaries on relevant laws, regulations, and industry standards to support contract negotiations and compliance efforts. - Administrative Support: Provide administrative support to the legal team, including scheduling meetings, preparing reports, and maintaining legal files and records. Act as a point of contact for internal departments and external parties regarding contract-related inquiries and issues. - Training and Guidance: Assist in training staff on contract policies and procedures and provide guidance on contract-related matters. - Conduct all business in accordance with Higher Logic policies and procedures. - All other duties as assigned KNOWLEDGE AND ABILITIES REQUIRED: - Contract Law Knowledge: Strong understanding of contract law, legal terminology, and principles. - Negotiation Skills: Proven ability to negotiate contract terms effectively, ensuring favorable outcomes for the company. - Attention to Detail: High level of accuracy and attention to detail in reviewing and drafting contracts. - Organizational Skills: Excellent organizational and time-management skills to handle multiple contracts and deadlines simultaneously. - Communication Skills: Strong written and verbal communication skills to interact with internal teams, vendors, and clients. - Analytical Skills: Ability to analyze contract terms and conditions to identify potential risks and provide recommendations. - Problem-Solving Skills: Proactive approach to identifying and resolving contract-related issues. - Team Collaboration: Ability to work independently and collaboratively within a team environment. - Technical Proficiency: Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint) and contract management software (e.g., DocuSign, Ironclad,), Torii, Salesforce, etc. -------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- 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.

• 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 (within CX, Product, Engineering, Sales and Finance) • 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

• 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 • 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

• Collaborate with team members and stakeholders to understand or identify defined work problems and program goals, obtain prioritized deliverables, and discuss program impact. • Prioritize program goals, understand and translate other stakeholders’ needs into program goals and prioritize deliverables with minimal assistance, and contribute to decisions on prioritizing goals and deliverables. • Define the scope of projects and develop, execute, and/or manage project plans for supported program(s). • Review key metrics pertaining to a program, monitor potential metric deviations, and define corrective actions for critical deviations. • Implement maturity frameworks across multiple programs factoring in emerging regulations and proactive detection of risks. • Identify, communicate, and collaborate with relevant stakeholders within one or more teams to drive impact and work toward mutual goals. • Establishment of learnings, best practices, standardized frameworks and tools across programs and projects. • Preparation of the detailed program/project plan along with the “services of common concern.” • Establishment of communication modes and cadences with various stakeholders, conducting planned and ad-hoc meetings with various stakeholders to ensure project milestones are on track and to communicate latest status to them, and sharing of meeting minutes and regular updates with various stakeholders. • Identification of stakeholders and their roles, keeping them updated on the progress of the project, addressing their concerns, seeking, and implementing their feedback. • Identification of risks and detailing of mitigation plans to ensure that the projects stays on track or are brought back on track in the event of delays or blockers. • Assisting Sales and procurement efforts with review of contract terms and conditions related to security and risk. • Support business travel on an as needed basis (up to 10%). • Conduct all business in accordance with Higher Logic policies and procedures. • All other duties as assigned.

• Focus on customer reported issues escalated by Customer Services teams; troubleshooting, performing basic code analysis, triaging, and/or writing SQL database queries to isolate issues and provide resolution; escalating to appropriate team as necessary. • Take ownership of assigned tasks, following through on assignments until issues are resolved and closed. • Develop proficiency in product knowledge, working towards subject matter expertise. • Learn necessary IT tools and issue management tools to work through issues, along with processes defined for Service Level Agreements, bug escalation, and team procedures. • Work with senior team members in investigating complex issues, determining root cause, and working issues toward resolution. • Build, develop and grow cross-functional relationships; actively and collaboratively engage via internal communication channels, providing timely feedback on questions. • Assist in monitoring system resources and application issues, escalating to appropriate team as necessary. • Update documentation as necessary. • May, infrequently, be requested to work an on-call shift, including nights, weekends, and holidays, as necessary. • Conduct all business in accordance with Higher Logic policies and procedures. • All other duties as assigned.