Customer Communications Manager

Why US:

• Headquarters is in Charlotte, NC
• Recently expanded to nearshore
• isolved ranked for SMB Payroll in 2023 Sapient Report
• Voted top places to work in USA 2023

Job Description

The isolved Customer Communications Manager, you will provide real-world impact to customers as they navigate changing employee experience, HR rules and regulations and their technology needs all while positively impacting the isolved brand and ensuring customers get the most out of their isolved investment. Reporting to the director of brand and content, the customer communications manager is responsible for planning and executing programs to support customers with informative company and industry updates. This includes creating and carrying out a repeatable structure for who, when, where, why and how customers are communicated with via email, webinars, events and other channels. Working closely with the sales reference manager, you will be an internal champion for customer advocacy within the organization the sky is the limit. The ideal candidate is comfortable handling all aspects of a customer community program from communicating directly with customers to managing internal communications to providing awareness of all things customer community to the organization to changing processes for customer communication across the company.

Core Job Duties

• Improving the cadence at which customers are communicated to and the quality of those interactions.
• Managing and reinforcing the company-wide customer communications schedule that you will help set.
• Advocating for the customer in all marketing campaigns.
• Establishing and maintaining the vision for customer advocacy within the company.
• Working with the brand and content team, the customer service team and the sales ops advocacy team to impact advocacy activities such as sourcing, deploying and managing advocacy assets and interactions.
• Educating key internal team members of all customer communications with ample time (e.g., sales, sales management, demand centers, field marketers).
• Building new and more effective strategies and systems for maintaining message traffic across all departments pertaining to customers including which team members need to be included or informed about new customer comms for a more integrated approach.
• Identifying present state, future state and ideal state acts of advocacy.
• Developing customer advocacy personas.
• Building a successful measurement and reporting process to demonstrate the value and impact of customer communications.
• Working with other customerfacing functions to ensure the role of customer voice is clearly understood and internal alignment exists between these groups.
• Cultivating effective relationships with key customer group leaders, internally and externally.
• Working very closely with brand and content colleagues to impact reviews and customer-facing content.
• Identifying more effective strategies for embedding customer advocacy into other cross-functional areas including demand creation and customer lifecycle marketing.
• Assisting in the creation of customer advocacy assets such as case studies, videos and testimonials.
• Managing the hygiene of the customer communication journey database including monitoring adherence to customer reference limits, site visits, email list usage and customer contact updates.

Minimum Qualifications

• Positive, can-do attitude.
• Impeccable writing skills.
• Three-five years of experience in a B2B organization
• Very strong project and program management skills
• Organized detailed oriented and self-starter
• Email marketing experience is required
• HubSpot experience is preferred
• Corporate communications experience is a plus
• HCM experience is a big bonus
• The candidate must possess excellent communication and organizational skills as well as the ability to create both creative and technical content
• Innovative thinker and creative problem solver
• Can effectively manage multiple ongoing assignments in a fast-paced, fluid environment.
• Experience working in various project teams, working well with others, and contributing ideas and information to the team.

About isolved

isolved is an employee experience leader, providing intuitive, people-first Human Capital Management 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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