Customer Communications Manager

Why Work Here

• isolved HCM delivers 40 years of industry experience daily to its 160,000+ "People Hero" customers
• Headquartered in Charlotte, NC with 18 US locations, isolved HCM is also a global enterprise with locations in Colombia, Guatemala and Mexico
• isolved awarded top places to work in the USA 2023 and we are proud of our TOP employee engagement results in 2024
• Our People Heroes have rated us number one in vendor satisfaction within Sapient Insights Group's HR Systems Survey for two years in a row.
• isolved ranked top performer in SMB Payroll - 2023 Sapient Report

Job Description

We are seeking a dynamic and experienced Customer Communication Manager to join our team at isolved, the most-trusted human capital management partner. As the Customer Communication Manager, you will be a key member of the Corporate Marketing team, responsible for crafting and executing communication strategies that enhance the overall customer experience with isolved products, resources and services. In this role, you will serve as the central point of contact for customer communications, ensuring clarity, consistency and engagement across various channels. Additionally, you will manage community communications to keep customers informed about product updates, resources, events and other relevant information. Reporting to the Director of Communications, this position requires a blend of strategic thinking, creativity, and strong communication skills to drive customer engagement and satisfaction for People Heroes (isolved customers).

Core Job Duties

• Develop and execute comprehensive communication strategies to effectively engage and inform customers about isolved products, events, services and initiatives.
• Oversee segmentation of customer base, allowing for a more personalized and relevant communication, reducing risk of message fatigue.
• Serve as the primary point of contact for customer communications, including email campaigns and product announcements.
• Collaborate with cross-functional teams, including Marketing, Product Management, Product Marketing, Customer Success and Sales, to align communication efforts and ensure consistency in messaging.
• Support registration goals for customer events including roadshows and our annual customer conference.
• Monitor customer feedback and sentiment to identify trends, insights and opportunities for improvement in communication strategies.
• Maintain communication templates, style guides, and brand standards to ensure a cohesive and professional customer experience.
• Review all customer communications to ensure relevancy, consistency and compelling copy.
• Create a more holistic strategy for the customer comms approach including governance.
• Analyze communication metrics and KPIs to measure the effectiveness of campaigns and initiatives and optimize future strategies.
• Be a steward of customer data health.
• Staying informed about communication regulations & compliance, industry trends, competitor activities, and best practices in customer communications to drive innovation and continuous improvement.

Minimum Qualifications

• Bachelor's degree in Communications, Marketing, Business or related field.
• Proven experience (3-5 years) in customer communications, corporate communications or marketing, preferably in a technology or SaaS company.
• Excellent written and verbal communication skills, with a strong ability to craft clear, compelling messages tailored to different audiences.
• Experience managing communication channels, including email marketing platforms, social media and content management systems.
• Strong project management skills with the ability to manage multiple projects simultaneously and meet deadlines in a fast-paced environment.
• Analytical mindset with the ability to interpret data and metrics to inform decision-making and optimize communication strategies.
• Creative thinker with a passion for storytelling and creating engaging content that resonates with customers.
• Ability to work cross-functionally to support companywide programs but also keep CX and communication best practices in mind to deliver on bigger strategy.
• Knowledge of HR and payroll software or related industry experience is a plus.
• Proficiency in marketing automation tools, such as HubSpot, is highly preferred.
• Travel Required: Up to 15%

About isolved

isolved is an employee experience leader, providing intuitive, people-first Human Capital Management (HCM) technology. Our solutions are delivered directly or through our partner network to more than five million employees and 145,000 employers - who use them every day to boost performance, increase productivity, and accelerate results while reducing risk. No matter the industry, we help high-growth organizations employ, enable and empower their workforce by transforming employee experience for a better today and a better tomorrow. For more information, visit www.isolvedhcm.com.

EEO Statement

isolved is an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status. isolved is a progressive and open-minded meritocracy. If you are smart and good at what you do, come as you are.

Disability Accommodation

Visit www.isolvedhcm.com/careers for more information regarding our incredible culture and focus on our employee experience. Visit www.isolvedeebenefits.com for a comprehensive list of our employee total rewards offerings.

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions outlined above.

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