Senior Manager, Customer Communications

EVERFI is an international technology company driving social impact through education to address the most challenging issues affecting society ranging from financial wellness to mental health to workplace conduct and other critical topics. Founded in 2008, EVERFI’s Impact-as-a-Service TM solution and digital educational content have reached more than 41 million learners globally. In 2020, the company was recognized as one of the World’s Most Innovative Companies by Fast Company and was featured on Fortune Magazine’s Impact 20 List. The company was also named to the 2021 GSV EdTech 150, a list of the most transformative growth companies in digital learning. Some of America’s leading CEOs and venture capital firms are EVERFI investors including Amazon founder and CEO Jeff Bezos, Google Chairman Eric Schmidt, Twitter founder Evan Williams, as well as Advance, Rethink Education, Rethink Impact, The Rise Fund, and TPG Growth. To learn more about EVERFI and how you can #answerthecall please visit everfi.com or follow us onFacebook, Instagram, LinkedIn, or Twitter @EVERFI.

The Senior Manager, Customer Communications develops, creates and executes on various customer communication plans focusing on both content development and project management with the overall goal of increasing engagement, retention and upsell across all customers. The Senior Manager collaborates with various internal stakeholders to develop and maintain a cohesive, impactful and measurable customer communication calendar and write compelling content for various channels and mediums to share how EVERFI brings meaningful impact.

Responsibilities

• Partner closely with internal stakeholders to design and deliver external integrated multi-channel communications strategies tailored to the organization’s various customer audiences and goals.
• Develop, write, and disseminate all customer communications including but not limited to newsletters, product releases briefs, thought leadership articles, webinars, and toolkits to drive customer engagement and support renewal and upsells efforts.
• Develop and maintain an organization-wide customer communication calendar related to product releases, platform maintenance, enhancements to the customer resource center and other topics relevant times of the year (Financial Literacy Month, Black History Month, etc.) to drive customer engagement and brand recognition.
• Develop content strategy based on input from various internal stakeholders and subject matter experts.
• Ensure all communications are optimized and built with defined objectives to facilitate consistent evaluation and measurement.
• Clearly articulate and incorporate the organization’s value proposition in customer communications to show the benefits of working with EVERFI .
• Create and maintain communication templates to ensure the format, voice, tone of EVERFI is consistent across all communications and business lines.
• Guide leaders and internal stakeholders with messaging to customers to ensure message cohesiveness, timeliness and relevance to goals; including simplification as needed.
• Build and maintain standardized processes for communications development and distribution; serve as project manager to ensure on-time delivery of key communications and assets.
• Track the results and measure the effectiveness of customer communications, adjust strategies based on results and make recommendations to enhance the impact of messages. 
• Help identify untold stories showing EVERFI’s impact and communicate them in compelling and creative ways.
• Lead various communications projects that promote ideas and initiatives associated with EVERFI’s mission to build external engagement.
• Prepare and distribute leadership updates on effectiveness of communications and impact on customer adoption and retention. 
• Research and recommend innovative channels and potential partnerships to amplify the content and impact of customer communications.
• Other responsibilities as assigned.

Skills, experience, and qualifications

• Bachelor's degree in communications or marketing preferred; or an equivalent combination of education and experience
• Minimum 7 years of experience creating, executing and measuring customer communications and programs that drive engagement and retention, including 5 years of experience with B2B marketing communications 
• Experience editing and writing effective, compelling, customer-centric content
• Knowledge of lead generation and sales processes at a SaaS company preferred
• Strong storytelling skills
• Experience with digital marketing tools, including Customer Relationships Management and marketing automation platforms; Marketo, Salesforce, and Wordpress preferred
• Ability to build consensus and align leaders around deliverables and success metrics
• Strong analytical skills 
• Strong project management skills and ability to manage multiple deliverables at the same time
• Self-starter, proactive and creative
• Strong collaboration skills
• Ability to work well under pressure and in a deadline-driven environment
• Graphic design skills preferred

Work-life, culture, & perks:

• Competitive base salary and bonus potential
• 401k program and equity plan
• Comprehensive health care and excellent parental leave benefits
• Flexible PTO and generous holiday schedule
• Casual work environment
• Annual company-wide retreat
• Opportunity to work with talented people who have fun in the workplace

Company Values:

We’re looking for future team members who are energized and inspired by our values, as well as people who bring new backgrounds, perspectives, and experiences. At EVERFI, our eight core values are an active part of everything we do:

• Relationships First
• Demand Excellence
• Embrace Diversity of Thought & Drive Change
• Act Like an Owner
• Always Show Up
• Share the Credit
• Require Honesty & Positivity
• Always Ask: “Did I Matter Today?”

EVERFI appreciates your interest in our company as a place of employment. It is EVERFI policy to provide equal opportunity for employment to all qualified employees and applicants, regardless of race, religion, religious affiliation, ancestry, citizenship status, marital status, familial status, sexual orientation, gender identity, color, creed, national origin, sex, age, disability, or veteran status or any other characteristic protected by local, state or federal law. This policy applies to all areas of employment including recruitment, placement, training, transfer, promotion, termination, pay, and other forms of compensation and benefits. EVERFI will provide reasonable accommodations to qualified individuals with disabilities.