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Customer Communications Specialist

4 months ago

Myrtle Point, United States Sandata Full time

About Sandata Technologies: Sandata Technologies is the leading supplier of software technology solutions serving home care and I/DD agencies, managed care organizations, and state payer programs throughout the United States. The Sandata solution has been implemented by 15,000 Provider Agencies, 19 State Payers, and 50 MCO Payers to ensure their compliance with changes in regulatory/compliance requirements and ongoing complexities. We make it easier for these organizations to work together and to manage their businesses while also getting paid as quickly as possible. Why work here: At Sandata, we are committed to creating a real and measurable Diversity, Equity, and Inclusion initiative. We will create a work culture where we are curious, celebrate, respect, and appreciate our unique diverse stories, and how we've come to where we are. We will do everything possible so that people know that we care about them as an individual and work to build equity in our people, systems, and processes. We are continuing to grow our efforts, and we will grow further together. We are seeking an experienced, creative, and collaborative Customer Communications Specialist to join our Customer Enablement team. The Customer Communication Specialist will play an important role in the customer experience by creating and executing customer communications that drive awareness and engagement in product updates and educational content to power our customers' success in using the Sandata platform. This role requires impeccable attention to detail, deep empathy for customers, exceptional written and verbal communication skills, excellent project management skills, and a strong bias toward action. 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: * In collaboration with the Customer Communications Manager and other cross functional partners, assist in the development and execution of multi-channel communication plans to keep customers informed and drive customer engagement in product release information, educational webinars and events, incident communications, and training and educational content. * Support incident communications by writing, building, and executing communications that are timely, accurate, and helpful to customers. * Create, build, and execute high-quality, customer-centric emails, automated campaigns, and landing pages to get the right content, to the right customer, at the right time. Write clear and effective emails, articles, FAQs, talking points, content for websites, LMS, and in-app messaging for both customers and internal audiences. * Lead all aspects of supporting successful training and education webinars including all coordination, facilitation, promotions, surveys, and reporting. * Serve as department lead in the administration and maintenance of the document management system and Gainsight PX. * Troubleshoot technical issues related to the document management system and Gainsight PX and provide user support as needed. * Assist in the maintenance of data segmentation to ensure customer communications are highly targeted, personalized, and relevant. * Build and maintain a cross functional editorial calendar for customer communications. Monitor and analyze the effectiveness of communication initiatives and make recommendations for continuous improvement. * Other Job Duties * Other duties as assigned by manager * Travel Requirements: * Travel up to 10%, including overnight travel * Required Education, Experience, Certifications and Skills * 5+ years' experience in marketing and communications in the SaaS industry required. * Demonstrated experience in writing for digital channels and email marketing with a portfolio of examples. * Proficiency in MS Office, Zoom Webinar, photo and video-editing software, Learning Management Systems, and in-app adoption platforms a must. * Experience in incident and crisis communications. * Experience coordinating and managing webinar logistics. * Solid understanding of project management principles. * Experience building automated campaigns to onboard and nurture customers. * Experience in graphic design, web design, and content production is a major plus. * Excellent communication (oral and written) and presentation skills. * Outstanding organizational and planning abilities. Perks and Benefits: * Medical, dental, and vision coverage * Flexible Spending Account for health and dependent care * Health Savings Account * BenefitsVIP/Health Advocate * Company paid Life insurance and STD * 401(k) Plan * Aflac STD, LTD, Critical Illness, Hospital, and Accident insurance * Employee Assistance Program * Tuition reimbursement & paid certification programs * In-house product training programs * Catalog of training courses for skills development * Career Pathing for every department * Employee Resource Groups (BIPOC, LGBTQ, Women, Military Veterans) * Paid vacation, sick days, and holidays * Paid lunch break * Employee discounts and company perks * Casual work environment * Remote work * Frequent employee events and fun social clubs Sandata Technologies is an Equal Opportunity Employer M/F/Disabled/Vet

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