Senior Customer Communications Manager (Hybrid)

Senior Customer Comms Manager

Location : Raleigh, North Carolina

Job Type : Contract

Compensation Range : $40 - 44 per hour

We are looking for an experienced Senior Customer Comms Manager to define and execute our customer-facing communication strategies. In this critical role, you will manage all communications designed to drive product adoption, ensure a positive user experience, and handle critical messaging related to product updates, maintenance, and incident management. A key focus will be on deeply understanding and significantly improving the experience and communication strategy specifically for the Admin user role. If you excel at translating complex product updates into actionable, user-friendly communication plans that build trust and loyalty, we invite you to apply!

Responsibilities

• Product Communications and Campaigns
• Lead and execute the peer reviews campaign.
• Manage the monthly customer newsletter process, from content creation to distribution.
• Develop and deploy bi-weekly product update emails and corresponding posts on the customer Community platform.
• Serve as the communications lead for all product maintenance activities.
• Develop strategies to grow sign-ups for Community product updates and maintenance / incident communications via the Sorry platform.
• Admin Role : Communications and Experience Strategy
• Be the dedicated advocate and comms lead focusing on the Admin user role.
• Create and maintain a comprehensive database related to the Admin user base.
• Conduct in-depth analysis to understand the full scope of the Admin role, including how it varies by customer size, use case, and product adoption (segmentation).
• Identify and address gaps in functionality, experience, and communications for Admin users.
• Collaborate directly with the Product team to leverage customer feedback and shape an enterprise-grade Admin experience.
• Define and execute the overall Admin communications strategy.
• Release Management Communications
• Manage communications for bundled product releases, covering : initial pilot communications, collection and dissemination of pilot feedback, roll-out communications and feedback gathering.
• Cross-Functional Coordination
• Act as the primary point of contact between the Customer Experience (CX) team and the Support organization.
• Participate in weekly Support meetings to proactively capture and address customer issues resulting from a lack of communication from Product & Engineering (P&E).

Equal Opportunity Employer : Race, Color, Religion, Sex, Sexual Orientation, Gender Identity, National Origin, Age, Genetic Information, Disability, Protected Veteran Status, or any other legally protected group status.

At Cella, a randstad digital company, we welcome people of all abilities and want to ensure that our hiring and interview process meets the needs of all applicants. If you require a reasonable accommodation to make your application or interview experience a great one, please contact HRsupport@randstadusa.com.

Pay offered to a successful candidate will be based on several factors including the candidates education, work experience, work location, specific job duties, certifications, etc. In addition, Cella by randstad digital offers a comprehensive benefits package, including : medical, prescription, dental, vision, AD&D, and life insurance offerings, short-term disability, and a 401K plan (all benefits are based on eligibility).

This posting is open for thirty (30) days.