Senior Community Moderator

As a leading financial services and healthcare technology company based on revenue, SS&C is headquartered in Windsor, Connecticut, and has 27,000 employees in 35 countries. Some 20,000 financial services and healthcare organizations, from the world's largest companies to small and mid-market firms, rely on SS&C for expertise, scale, and technology.

Why You Will Love It Here!:

  • Flexibility: Hybrid Work Model
  • Your Future: Professional Development Reimbursement with access to SS&C University
  • Work/Life Balance: Competitive holiday scheme
  • Your Wellbeing: Competitive benefits designed to support your wellbeing
  • Diversity & Inclusion: We celebrate diversity and inclusion in everything we do
  • Training: Ongoing, hands-on training customized to your career growth

About the Role:

We are looking for a passionate and dynamic Community Moderator to join the team and become the online voice of our brand. This is a unique and rewarding role at the heart of our customer relations team, responsible for humanizing our brand and fostering positive, meaningful relationships between our organization and our customers.

You will implement strategies to keep our community engaged, strengthen loyalty by converting customers into advocates across our intelligent automation portfolio and deflecting support volume, as well continuously enhancing the user’s experience. If you are a creative communicator who thrives on building connections and is energized by working collaboratively with multiple teams, we would love to hear from you.

What You Will Get to Do:

Community Engagement & Programs

  • Actively monitor, moderate, and engage with community portal members,
  • Build and maintain trust with community members by providing reliable, consistent, and brand-aligned communication,
  • Develop and execute the community strategy,
  • Engagement calendar: Lunch and Learns, User Groups, Product Q&As, Release discussions, and Challenges,
  • Own the Community MVP program with recognition and advocacy pathways,
  • Seed discussions, answer or route unanswered questions, and recruit internal SMEs (Product, Support, Customer Success) to participate, and
  • Curate and publish knowledge content: best practices, how-to articles, release notes amplification, and event recaps.

Cross-Functional Alignment

  • Partner with Support to maximize case deflection,
  • Surface trending issues to Product,
  • Feed community insights (Voice of the Customer, feature requests, sentiment) into CS, Product, and Marketing,
  • Align community campaigns with launches (e.g., WorkHQ adoption programs) and customer marketing initiatives, and
  • Integrate community signals into Gainsight/Salesforce health scoring where applicable.

Growth & Advocacy

  • Drive registration and activation via onboarding journeys, email nurture, and in-product entry points,
  • Identify advocates for references, reviews, case studies, and speaking opportunities,
  • Track, analyse and report on key community engagement metrics, providing actionable insights to the team, and
  • Monitor community behaviour and sentiment, adjusting strategies based on data-driven findings.

Platform Operations

  • Administer the Communities platform: boards, categories, permissions, ranks, badges, gamification rules, and SSO/integration health,
  • Manage community configuration, theming, and roadmap adoption; liaise with support and CSM,
  • Monitor platform analytics; report on engagement, registration, and deflection KPIs monthly, and
  • Maintain spam controls, moderation queues, and content governance/compliance (GDPR, brand standards).

What You Will Bring:

Required Qualifications

  • 3 to 5 years managing a global B2B customer community,
  • Demonstrated growth of engagement, deflection, or advocacy metrics,
  • Strong moderation judgment, copywriting, and initiative management skills,
  • Experience with analytics tooling and reporting to executive stakeholders

Preferred

  • Familiarity with robotic process automation, agentic artificial intelligence, and process automation technologies
  • Hands-on experience administering an enterprise grade community platform (Khoros Lithium preferred),
  • Experience with Gainsight and Salesforce,
  • Working knowledge of gamification design and developer/technical audiences, and
  • Experience organizing community events, either online or in-person.

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