Customer Success Communications Specialist

3 weeks ago


Denver, Colorado, United States Velocity Global, LLC Full time
About the Role

We are seeking a highly skilled Customer Success Communications Specialist to join our team at Velocity Global, LLC. As a key member of our Customer Success department, you will play a critical role in developing and executing strategic communication plans to drive customer engagement and success.

Key Responsibilities
  • Develop Comprehensive Communication Strategies: Collaborate with cross-functional teams to create and implement customer-facing communication plans that align with company goals and objectives.
  • Create High-Quality Content: Design and develop engaging written and visual content, including one-pagers, slide decks, and infographics, to support customer success initiatives.
  • Implement Communication Programs: Design and execute communication programs to engage customers throughout the customer journey lifecycle, ensuring consistency and alignment with company messaging.
  • Curate Internal Resources: Manage and maintain internal workspace, housing team-facing resources and assets to support customer success efforts.
  • Analyze Performance: Analyze the performance of customer-facing communications, using data to inform and improve strategies and outcomes.
  • Collaborate with Cross-Functional Teams: Work closely with Marketing and PMM teams to ensure consistency and alignment with customer-facing communications.
  • Stay Up-to-Date with Industry Trends: Stay current with the latest industry trends, best practices, and tooling to improve approaches and stay ahead of the competition.
Requirements
  • Bachelor's Degree in Marketing, Communications, or Related Field: A degree in marketing, communications, or a related field, or 3 years of relevant experience leading internal and external communications on a customer success team.
  • Background in Visual Content Creation: Experience creating visual content, including applying branded content to create slide decks, infographics, and HTML-supported emails.
  • Proficiency in CRM, Design, and Marketing Tools: Proficiency in CRM, design, and marketing tools, including Gainsight, Canva, Brandfolder, and Mailchimp.
  • Experience with Customer Success Team Data: Experience working with customer success team data, with a proven track record of implementing communications that grow engagement.
  • Organizational and Time Management Skills: Ability to organize and prioritize tasks, with the ability to report on usage and success of content internally.
What We Offer
  • Competitive Salary Range: $80,000-$105,000 USD per year, depending on experience.
  • Flexible Time Off and Parental Leave: Generous time off policy and parental leave benefits.
  • Health and Dental Insurance: Comprehensive health and dental insurance coverage.
  • Retirement Savings and Employee Incentive Plan: 401(k) matching and employee incentive plan.
  • WFH Stipend and Coworking Space: Flexible work-from-home stipend and access to coworking space.
  • Company Bonus and Spot Bonuses: Annual performance-based bonuses and spot bonuses.


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