Director of Customer Communications and Success

Company Name:
We have been engaged on a search for a Director of Customer Communications and Success. This person will develop and deploy a wide range of marketing and communications programs that target existing customers. It's not about upselling. It's about helping them use their products more effectively so that they can save time, boost revenues and leverage features and functions of the software.
Our client, located in the metro Boston area, is one of the country's leading SaaS-based medical technology companies. They are publicly-traded and continue to grow exponentially year over year. Their products and services are lauded as the best of the best - they are constantly making improvements to them and adding new ones to meet the needs of the clients, which includes adding new solutions as they expand into new markets.
Highlights of the role
Maximize operational efficiencies through targeted and relevant communications
Establish systems, structures and processes to engage and inform customers
Strengthen customer relationships and ensure client retention and loyalty
Provide ongoing training and educating for clients on systems and tools; maximize the benefits of existing features and functionality and promote new innovations and iterations as they are launched
Develop performance campaigns with testing and learning components
Determine various ways to best segment customers and develop appropriate campaigns to educate, engage and retain them
Analyze all current communication initiatives and make recommendations on how to optimize them
Manage a team of two

Candidate profile
10 + years of relevant communications, marketing and/or advertising experience required, preferably from a company that has a SaaS solution
Experience with a wide range of marketing and communications tools, including emails, events and webinars, user conferences and communities, trainings, newsletters and much more
Track record of developing and implementing fully integrated communication plans designed to change the behavior of target audiences, which could include sharing best practices, launching new product/service features, working with key partners, etc.
Have built a function and held a leadership role in a customer communications program
Deep understanding of client profiles, segments and motivators
Direct management skills
Superb cross-functional collaboration skills
Exemplary project management skills
Desire to push the envelope and strive for innovation and quantifiable results
Bachelor's degree a must; advanced degree preferred

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