Customer Communications Manager

Customer Communications Manager

As isolved grows its brand awareness and customer advocacy, we are now seeking an outstanding communicator in the following position to join our highly reputable organization providing employee experience software to HR professionals:

COMPANY DESCRIPTION

isolved is an employee experience leader, providing intuitive, people-first 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. Our HCM platform, isolved People Cloud, seamlessly connects and manages the employee journey across talent management, HR & payroll, workforce management and engagement management functions. 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.

COMPANY CULTURE

isolved is an HCM company designed with people in mind. Our mission is to help people exceed their goals through transformational employee experience and we practice what we preach. In fact, isolved has been recognized as a Great Place to Work-Certified company, which is an achievement that was validated through employee feedback. We believe that when you have a healthy culture, you move from a company to a team and teamwork is one of our core values. In every department throughout the organization, our people go above and beyond to support each other because when one person wins, we all win. As part of the isolved team, you will be equipped with the tools and resources needed to help you excel in your career including professional development opportunities, amazing benefits and a welcoming workplace where you will experience a true sense of belonging.

Customer Communications Manager

If you are obsessed with customers, sourcing and sharing their stories and making sure they receive the right information at the right time and on the right channel, we'd like to hear from you. As isolved's 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. Your role will directly impact every part of the customer journey from sharing customer stories that make them want to become a customer to being able to share they've just become a customer to creating content that makes them feel welcomed to nurturing advocates through a formal program to earning customer loyalty.

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 as well as enrolling customers in our customer advocacy program, while nurturing these critical relationships. The role has two prominent parts: email marketing (centralizing communications to customers, database/list management, communications calendar management) and running the customer advocacy program to increase two-way acts of advocacy.

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 communications program email, content, campaigns and a formal advocacy program.

The ideal candidate is a very strong writer who has proven experience in celebrating customers and communicating with them effectively. In this highly visible role, you will be responsible for:

PRIMARY RESPONSIBILITIES OF THIS POSITION

• Improving email, webinar and event cadence and quality
• Managing, measuring and reinforcing the company-wide customer email communications schedule
• Working cross-functionally to advocate for the customer in all marketing campaigns
• Maintaining the vision for customer advocacy within the company
• Working with the brand and content team, the customer service team and the sales ops reference team, you will help source advocates for case studies and other acts of advocacy
• Educating key internal team members of all customer communications with ample time and auditing and potentially reworking all current customer communications
• Developing customer advocacy personas
• Scaling the advocacy program
• 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 through the advocacy program, customer events and sponsorship programs
• Working very closely with brand and content colleagues to impact reviews, customer-facing content and advocacy acts (customer participation in media interviews, case studies, social media, speaking opportunities, etc)
• 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
• Understanding our customer base, account structures and key contacts
• Managing the hygiene of the customer communication journey database including monitoring adherence to customer reference limits, site visits, email list usage, email laws and customer contact updates

SKILLS AND QUALIFICATIONS REQUIRED FOR THIS POSITION

• Positive, can-do attitude
• Impeccable writing skills
• Self-starter, team player
• Three-five years of experience in a customer advocacy role (preferably in B2B software) is required
• Email marketing experience is required
• HubSpot experience is required
• 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

LOCATION

This position is based in the USA (office or remote).

Duration: This is a full time, permanent position with some travel required.

DISCLAIMERS:

This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities, but is merely the most accurate lists for the current job. Duties, responsibilities and activities may change, or new ones may be assigned at any time with or without notice.

isolved provides equal employment opportunity to all individuals regardless of their race, color, creed, religion, gender, age, sexual orientation, national origin, disability, veteran status, or any other characteristic protected by state, federal, or local law. The company takes affirmative action to ensure that applicants and employees are treated during the application process and post hiring employment without regard to any of these characteristics. Discrimination of any type is not tolerated.

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