Customer Communications Senior Specialist

General Summary:

Contribute to keeping our customers informed of changes and updates to Advarra's products and solutions by planning and developing customer-focused communications and materials. The goals of such activities will be to increase the consistency and the quality of communications and materials for customers and customer-facing staff leading to an improved overall customer experience.

This is a remote contracting role requiring an East Coast location. The contract will be 3-4 months with the possibility of going full-time.

Principal Duties & Responsibilities

• Develop and manage communication plans and timelines to inform customers and internal staff in a timely and accurate manner about planned solution and product updates, including new features, life cycle announcements, and supporting materials.
• Contribute to crafting and maintaining a strategy for regular, effective communications for Advarra customers.
• Act with urgency to develop crisis communication plans and materials when needed.
• Create and implement processes and workflows for efficient customer communications.
• Work across the organization to ensure the appropriate planning and review is done for the execution of high-quality technology customer communications.
• Participate in release planning, product launches, and organizational readiness meetings and activities.
• Partner with subject matter experts to craft or edit customer communication materials, including email correspondence, newsletters, webinar invitations and descriptions, community postings, meeting recaps, FAQs, and project updates.
• Work in close collaboration with internal teams including customer success, product support, product management, marketing, project management, and development to facilitate creation or review of communications.
• QA and edit customer communications to ensure quality, accuracy, and consistency of voice and messaging.
• Develop and maintain a high-level of understanding of Advarra's products and services.
• Recommend innovative approaches to customer communication channels and delivery.
• Research, evaluate, document, and implement customer communication processes and collaboration improvements.
• Provide content and back up support for Advarra's online community forum.
• Support other corporate communications functions as time permits, including such activities as editing and QAing leadership announcements, employee communications, and developing or curating content for the intranet.
• Other duties as assigned.

Education

• Bachelor's degree in Communications, Technical Writing, Marketing, or related field preferred
• Equivalent relevant work experience will be considered

Experience

• Minimum of 5+ years of business communications experience.
• Experience of minimum 2 years of customer-facing communications.
• Experience with software technology products and knowledge of software development lifecycle is a plus.
• Experience in the clinical research industry is a plus.

Knowledge, Skills, Abilities

• Exceptional verbal and written communication skills
• Ability to develop and execute accurate and clear communication materials
• Solid foundation of communication practices and principles. Understanding of various communication channels and their effectiveness to drive awareness
• Proficiency in Microsoft Office Suite, especially Word, PowerPoint, and SharePoint
• Competency in AP Style
• Ability to work both independently and as a team
• Excellent interpersonal skills
• Ability to handle confidential and sensitive information
• Strong organizational skills and the ability to handle multiple deadlines and projects
• Skillful project manager with the ability to maintain schedules, track details, and plan for contingencies for multiple projects at a given time
• High attention to detail, accuracy, and consistency
• Collaborative work ethic and positive attitude with the ability to adapt to changing priorities.
• Ability to work at all levels of the organization.
• High level of comfort learning new tools and technologies

Physical and Mental Requirements

• Sit or stand for extended periods of time at stationary workstation
• Regularly carry, raise, and lower objects of up to 10 Lbs.
• Learn and comprehend basic instructions
• Focus and attention to tasks and responsibilities
• Verbal communication; listening and understanding, responding and speaking

EEO Statement

Advarra provides equal employment opportunity to all individuals regardless of their race, color, religion, creed, sex, sexual orientation, gender identity, national origin, age, disability, veteran, marital, or domestic partner status, citizenship, genetic information or any other status or characteristic covered by federal, state or local law. Further, the company takes affirmative action to ensure that applicants are employed, and employees are treated during employment without regard to any of these characteristics. Discrimination of any type will not be tolerated.

EEO/M/F/Disabled/Vets

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information. 41 CFR 60-1.35(c)