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Customer Communications Specialist


Customer Communications Specialist

Customer Communications Specialist

Xplor
Atlanta, GA

Job details

Job Type

Full-time

Company Description
At Xplor, we help businesses thrive by making life simple for daily activities with a recurring nature. We do that by offering smart software, payments, and commerce-enabling solutions across five “everyday life” verticals: Education, Fitness and Wellbeing, Field Services and Personal Services.

Job Description
We are looking for an inspired, process driven, and strategic thinker who is passionate about empowering customers to obtain the most value from the software, services, and tools they purchase. As a customer communication specialist, you will report to the Head of Programs and Strategic Operations and will be responsible for developing and executing an external communications strategy to provide timely and valuable product and services insights to our customers.
You will partner with internal teams to develop communication templates, formulate content, establish communication schedules, and leverage technology to distribute communications to the target audience across product lines. Your strategy will include in-app notifications, message templates, custom emails and other digital assets. You will be tasked with communication program maintenance and recommendations for improvement. You will oversee the impact of communication campaigns following established KPIs and regularly report results to the leadership team.
Responsibilities

  • Assist with the development and execution of a multi-faceted customer communication strategy to enhance the customer experience. This will include (but is not limited to) communications for product updates and releases, support availability and announcements, new customer onboarding, learning and development programs, and proactive customer nurturing campaigns
  • Work closely with internal partners to define communication requirements and plan for upcoming changes
  • Partner with subject matter experts to write professional, accurate, clear, and concise customer facing content
  • Establish standard voice and tone for customer communications across varying audiences and maintain consistency across our brand
  • Setup and control deployment of customer communications to intended target audience across various software applications
  • Create standardized templates to be used towards future communication campaigns
  • Monitor communication metrics to review effectiveness and identify any issues
  • Provide awareness of customer communication campaign initiatives proactively to internal partners
  • Maintain alignment between Customer Experience, Product, and sales/marketing campaigns
  • Own KPI Reporting related to external communications, present results to key stakeholders, and make recommendations for improvement
  • Perform additional communication related activities as required by the business

Requirements

  • 3+ Years related business experience. Preferred to have direct experience writing and managing customer communications
  • Organized and able to effectively manage a variety of projects/tasks simultaneously within tight deadlines. Experience in project management a plus.
  • Customer-centric, with a track record of designing a great customer experience
  • Understand and able to report key communication metrics such as bounce rate, open rate, click-thru rate, tool analytics, etc.
  • Extensive experience with Excel, Word, Outlook, PowerPoint, Visio, and ad hoc reporting software
  • Experience deploying communications through software applications.
  • Experience automating communications through Intercom, Salesforce, Gainsight is a plus.
  • Team player, able to develop strong internal business relationships with stakeholders
  • Excellent verbal and written communication skills with the ability to convey complex ideas to non-technical parties
  • Effective critical thinking skills and strong attention to detail

Qualifications

*
Bachelor's Degree or equivalent work experience

  • 3+ years of experience in a relevant communications capacity
  • Will require relevant business writing samples (3-5 expected)

Additional Information*
What does it mean to work for Xplor?*
Our four core values - Make life simple, Build for people, Move with purpose and Create listing communities - are key to who we are and guide us from how we hire to how we recognize our team members.
Some of the perks of working with us:

  • Flexible PTO
  • Monthly Wellness Stipend
  • up to a 4% 401k Match
  • Unparalleled opportunities to learn and accelerated career development
  • A collaborative, team environment with people who truly love what they do
  • 12 weeks Gender Neutral Paid Parental Leave for both primary and secondary carer
  • Unlimited access to Udemy for Business, 10% of your time devoted to growing you and your career, and further support to help you grow
  • Access to mental health support
  • Flexible work arrangements

More About us
We’ve recently expanded our reach by merging the two software and payments powerhouses TSG and Clearent. The resulting company is Xplor Technologies serving over 82,000 businesses that processed over $27 billion in payments, operating across 158 countries in 2020.
Xplor is headquartered in the United States in Atlanta, GA, with operations across North America, Australasia, Europe, and the United Kingdom. We now have over 2,000 Xplorers, working across five “everyday life” verticals: Education, Health and Fitness, Boutique Wellness, Field Services and Personal Services.
To learn more about us, our brands and products, please visit: https://www.xplortechnologies.com/
Xplor is proud to be an Equal Employment Opportunity employer. We do not discriminate based upon race, religion, color, national origin, gender (including pregnancy, birth, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics.
Sheryl Sandberg once said, “If you're offered a seat on a rocket ship, don't ask what seat! Just get on.” We couldn't agree more. So, are you ready to get on board?
To learn more about us and our products, please visit www.xplortechnologies.com.
Xplor is proud to be an Equal Employment Opportunity employer. We're dedicated to attracting, retaining and developing our people regardless of gender identity, ethnicity, sexual orientation, disability, veteran status and age. Applications are encouraged from all sectors of the community.
All Information will be kept confidential according to EEO guidelines.
We’re committed to replying to each application and look forward to getting in touch with you soon.

Sheryl Sandberg once said, “If you're offered a seat on a rocket ship, don't ask what seat! Just get on.” We couldn't agree more. So, are you ready to get on board?
To learn more about us and our products, please visit www.xplortechnologies.com/us/careers.
Xplor is proud to be an Equal Employment Opportunity employer. We're dedicated to attracting, retaining and developing our people regardless of gender identity, ethnicity, sexual orientation, disability, veteran status and age. Applications are encouraged from all sectors of the community.
All Information will be kept confidential according to EEO guidelines.
We’re committed to replying to each application and look forward to getting in touch with you soon.

Job Type: Full-time


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• Post ID: 21892369


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