Senior Customer Communication Specialist

Posting TypeRemote, HybridJob OverviewAs a Senior Customer Communication Specialist, you will be responsible for managing routine and intermittently necessary communications with our customers, ensuring they are well-informed about updates and changes to our product while also upleveling the systems and processes Relativity uses today for these types of communications. The ideal candidate will possess excellent communication skills, a keen eye for detail, and a customer-centric mindset.Job Description And RequirementsRole Responsibilities• Creates and executes a comprehensive communication plan that aligns with product release schedules and company objectives, which may include timely communications outside of the regular release cycle.• Develops and disseminates regular updates to customers regarding product changes, feature enhancements, and other relevant information.• Works cross-functionally, creating, maintaining, and improving communication systems that support Relativity’s service model.• Writes clear, concise, and engaging content for various communication channels, including emails, newsletters, and in-app notifications.• Works closely with product, marketing, and customer account teams to ensure consistent and accurate messaging.• Collects and analyzes customer feedback related to communications and uses insights to improve future interactions.• Employs a data-driven approach to tracking the efficacy of communications and reports on key metrics (qualitative and quantitative insights) to stakeholders.Minimum Qualifications• Bachelor's degree in Communications, Marketing, Business, English, or a related field. (preferred not required)• 5-7 years of experience in customer communication or similar role, preferably at an Enterprise SaaS company.• 2-3 years' experience in the Legal Data Intelligence industry• Exceptional written and verbal communication skills.• Robust project management and organizational abilities.• Proficiency with communication tools and platforms (e.g., email marketing software, CRM systems).• Ability to translate technical information into easily understandable language for customers.• Ability to connect technical concepts, changes, and updates into language that clarifies actions that customers may need to take.• Analytical mindset with the ability to interpret data and make data-driven decisions.• Customer-focused with a passion for delivering exceptional service.• Detail-oriented with the ability to manage multiple projects simultaneously, including managing internal communication, timelines, and expectations among multiple cross-functional stakeholders.• Creative thinker with a proactive approach to problem-solving.Relativity is committed to competitive, fair, and equitable compensation practices.This position is eligible for total compensation which includes a competitive base salary, an annual performance bonus, and long-term incentives.The expected salary range for this role is between following values:$82,000 and $122,000The final offered salary will be based on several factors, including but not limited to the candidate's depth of experience, skill set, qualifications, and internal pay equity. Hiring at the top end of the range would not be typical, to allow for future meaningful salary growth in this position.