CX Enablement & Communications Advisor

This is a fully remote position, open to applicants in North Carolina.

📋 Description

• Take charge of communication planning for product launches and changes in customer experience, overseeing the process from initial planning to execution and follow-up.

• Convert intricate product details into straightforward communications for customers and employees, which include release notes, announcements, campaigns, and training materials.

• Develop and maintain the customer communication calendar, ensuring a balanced approach to timing, audience, priority, and frequency across various initiatives.

• Design communication campaigns that foster awareness and promote the adoption of both new and existing product features.

• Collaborate with Product, Customer Success, Implementation, Support, and Enablement teams to pinpoint communication requirements and ensure consistent messaging.

• Manage customer-facing product terminology, including messaging, feature descriptions, and recommendations for in-product language.

• Leverage engagement metrics, adoption rates, customer feedback, and support trends to assess and enhance communication strategies continuously.

⛳️ Requirements

• Over 3 years of experience in customer communications, product communications, product marketing, enablement, content strategy, customer experience, or a related field.

• Exceptional writing and editing abilities.

• Capable of strategic thinking that goes beyond individual messages.

• Skilled in simplifying complex information into clear, actionable communications.

• Experience in developing and executing communication strategies for product launches, customer-facing changes, or similar projects.

• Proficient in crafting clear and engaging communications tailored for diverse audiences and channels.

• Ability to convert technical or complex information into language that is accessible to customers.

• Competent in managing communication calendars, prioritizing competing demands, and juggling multiple initiatives.

• Strong collaboration skills with Product, Customer Success, Implementation, Support, and Enablement teams.

• Ability to utilize engagement metrics, adoption data, customer feedback, or other indicators to assess and refine communications.

• Experience in SaaS, Customer Experience, Customer Success, Implementation, product marketing, UX writing, release management, or customer adoption is a plus.

🏝️ Benefits

• Medical, dental & vision insurance (after 90 days).

• 401(k) (after 90 days).

• Unlimited vacation plus 9 paid holidays.

• Paid parental leave.