Customer Communications Manager at HHAeXchange

HHAeXchange is the leading technology platform for home and community-based care. Founded in 2008, HHAeXchange was born out of an idea to create a fully comprehensive end-to-end homecare solution to help people who are aging or have disabilities thrive in their homes and communities. Our employees are passionate about transforming the healthcare space by building the only homecare ecosystem that fully connects patients, personal care providers, managed care organizations, and states.

As part of our Customer Education and Training team, the Customer Communications Manager is responsible for leading the development and execution of customer communications to educate customers, increase user adoption, and drive customer success. This key role will define our approach to a unified customer communication framework, ensuring a seamless and integrated experience in collaboration with cross-functional team members (Product, Customer Education, Marketing, Customer Success, Implementation, Incident Response). You will gain an in-depth knowledge of our product, become an expert in our users, and develop a deep understanding of customer needs to craft highly-effective customer-centric messages and campaigns.

To perform this job successfully, an individual must be able to perform each essential job duty satisfactorily. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Essential Job Duties

Develop and manage a unified customer communication strategy across teams (Product, Customer Education, Marketing, Customer Success, Implementation), enhancing the customer experience and driving product adoption.

Create customer communications for customers that use the free version of our product to increase product adoption, support onboarding, and drive customer success throughout the customer journey including product release communications, in-app messages, email campaigns, landing pages, webinars, and more.

Own the cross functional email calendar to ensure all customer communications are well orchestrated and effective for our customers.

Drive cross functional effort to ensure customer contact roles are standardized, captured and up to date. Recommend approaches and tactics to scale this effort.

Own incident communications to customers by developing, implementing, and managing customer communication plans to notify customers and address customer concerns or issues promptly and effectively during incidents and other time-sensitive product-related issues.

Create internal resources for customer-facing teams including knowledge articles, FAQs, and talking points to enable internal teams to communicate externally about product releases, and incidents.

Utilize customer data and segmentation techniques to tailor communications to specific customer groups for maximum relevance and impact.

Monitor analytics and create reports detailing the effectiveness of communications campaigns.

Other Job Duties

Other duties as assigned by supervisor or HHAeXchange leader

Travel Requirements

Travel 10-25%, including overnight travel

Required Education, Experience, Certifications and Skills

5+ years’ experience in communications, technical writing, and writing for a customer audience

Demonstrated prior success in developing and executing communications programs that drove user adoption at a B2B SaaS company. Healthcare tech industry a plus

Incredibly well organized and a strong bias towards action

Outstanding verbal and written communication skills

Ability to take complex topics and make them simple and digestible

Experience with a variety of marketing automation and survey tools including HubSpot, Survicate

Proficient in designing and implementing automated email campaigns

Self-sufficient, self-starter with proven success taking ownership of communications projects

Demonstrates ability to be flexible, transparent, and team-oriented in a fast-growing environment

Strong empathy for customers and passion for revenue and growth

The base salary range for this US-based, full-time, and exempt position is $110,000-$120,000, not including variable compensation. An employee’s exact starting salary will be based on various factors including but not limited to experience, education, training, merit, location, and the ability to exemplify the HHAeXchange core values.

This is a benefits-eligible position. HHAeXchange offers competitive health plans, paid time-off, company paid holidays, 401K retirement program with a Company elected match, including other company sponsored programs.

HHAeXchange is an equal opportunity employer. The Company offers employment opportunities to all applicants and employees without regard to race, color, religion, national origin, sex, sexual orientation, gender identity or expression, age, disability, medical condition, marital status, veteran status, citizenship, genetic information, hairstyles, or any other status protected by local or federal law.

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