Customer Communications Specialist

HHAeXchange is the leading technology platform for home and community-based care. Founded in 2008, HHAeXchange was born out of an idea to create a fully comprehensive end-to-end homecare solution to help people who are aging or have disabilities thrive in their homes and communities. Our employees are passionate about transforming the healthcare space by building the only homecare ecosystem that fully connects patients, personal care providers, managed care organizations, and states.  

We are seeking an experienced, creative, and collaborative Customer Communications Specialist to join our Customer Training and Education 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 HHAeXchange 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. 

This position is available to candidates currently residing in US Eastern or Central time zones.

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.

• In collaboration with the Senior Manager of Customer Communications 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 in HubSpot 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 Learning Management System and In-App Messaging Platform (Pendo).
• Troubleshoot technical issues related to the LMS 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 duties as assigned by supervisor or HHAeXchange leader

• Travel up to 10%, including overnight travel

• 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, HubSpot, 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.

The base salary range for this US-based, full-time, and exempt position is $62,000-$67,500, not including variable compensation. An employee’s exact starting salary will be based on various factors including but not limited to experience, education, training, merit, location, and the ability to exemplify the HHAeXchange core values.

This is a benefits-eligible position. HHAeXchange offers competitive health plans, paid time-off, company paid holidays, 401K retirement program with a Company elected match, including other company sponsored programs.

HHAeXchange is an equal opportunity employer. The Company offers employment opportunities to all applicants and employees without regard to race, color, religion, national origin, sex, sexual orientation, gender identity or expression, age, disability, medical condition, marital status, veteran status, citizenship, genetic information, hairstyles, or any other status protected by local or federal law.