Customer Communications Manager

Full Time

Experienced

COMPANY DESCRIPTION:

Veracross is a PE-backed leading provider of SaaS based School Information Systems (SIS). Designed specifically to meet the unique needs of independent schools, Veracross combines the power of a fully integrated single record database with personalized communication tools. To date we have configured and deployed our system at over 250 leading private K-12 schools in 20+ countries through a powerful and elegant architecture unique in our industry.

POSITION SUMMARY:

The Customer Communications Manager is responsible for creating relevant and timely messages/content for our customers and building a variety of communications programs to keep them informed and engaged, increase customer satisfaction, and enhance their overall customer experience.

As the Customer Communications Manager, you will lead the creation, editing, approval, and delivery of customer communications and programs regarding our solutions, services, and organization. You will manage the overall customer communications workflow, edit extensively, understand the workings of our email solutions and customer database, and realign projects and priorities as necessary. You will also work with representatives from across the business to collaborate and help them address their specific communication needs.

This position operates in a fast-paced environment. You must be a self-starter requiring minimal supervision and be able to develop new ideas and adapt to last-minute changes. You’ll frequently manage “issues of the day” by triaging, developing strategies, getting relevant stakeholders involved, and then executing – quickly.

This role reports to the CMO, and is based in our Wakefield, MA office.

JOB RESPONSIBILITIES:

  • Manage the creation, editing, approval, and delivery of customer communications
  • Write communications as needed.
  • Collaborate with other departments on specific communication needs
  • Execute communications plans with a detailed understanding of projectobjectives, value, and priority
  • Put customers first and actively work to improve their overall Magnus/ Veracross communication experience
  • Build and maintain knowledge of Magnus/ Veracross products and services
  • Participate in release planning, product launches, and organizational readiness meetings and activities
  • Ensure quality, accuracy, and completeness of communications produced by the team
  • Serve as the escalation point for issues with communications
  • Measure communication program success to ensure goals are being met
  • Recommend new approaches for customer communication, including new messaging, new email templates, or strategic changes to delivery methods
  • Guide team’s approach to writing communications through appropriate voice and persona

QUALIFICATIONS:

  • Incredibly well organized, able to execute project planning responsibilities with a detailed understanding of company vision, strategic objectives, and priorities
  • Demonstrated success in developing and executing compelling communications programs
  • Outstanding verbal and written communication skills
  • Experienced with Microsoft Office products
  • Knowledge of email automation and customer relationship management systems a plus (examples: HubSpot, Salesforce, etc.)
  • BA or BS in a related field, or equivalent work experience
  • 3+ years’ experience writing for a customer audience

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