Customer Communications Manager Jobs

About FinThrive

FinThrive is advancing the healthcare economy. We rethink revenue management to pave the way for a healthcare system that ensures every transaction and patient experience is addressed holistically. We’re making breakthroughs in technology—developing award-winning revenue management solutions that adapt with healthcare professionals, freeing providers and payers from complexity and inefficiency, so they can focus on doing their best work. Our end-to-end revenue management platform delivers a smarter, smoother revenue experience that increases revenue, reduces costs, expands cash collections, and ensures regulatory compliance across the entire revenue cycle continuum. We’ve delivered over $10 billion in net revenue and cash to more than 3,245 customers worldwide. When healthcare finance becomes effortless, the boundaries of what’s possible in healthcare expand. For more information on our new vision for healthcare revenue management, visit finthrive.com

About Award-winning Culture of Customer-centricity and Reliability

At FinThrive we’re proud of our agile and committed culture, which has led to certification as a "Great Place to Work" since 2017. We’re honored to have also been ranked #26 among the Best Workplaces in Healthcare for 2022, and we know that it's our collective dedication that makes FinThrive an exceptional place to work.

• Take time to recharge and pursue your passions
• Find balance with our remote-friendly organization
• Be part of a positive and supportive work environment
• Grow and excel your career with training and education

Our Perks and Benefits

FinThrive is committed to continually enhancing the employee experience by actively seeking new perks and benefits. For the most up-to-date offerings visit finthrive.com/careers-benefits.

Impact you will make

The Customer Communications Manager is responsible for supporting delivery of integrated, omni-channel customer communication campaigns. You will play a key role in supporting the creation of communication activities that connect with customers. You will deliver on customer-centric initiatives designed to bring our exceptional customer brand experience to life for our customers. You will own programs to strengthen our relationship with FinThrive’s customers throughout their journey helping to grow brand loyalty, reduce churn and improve customer experience. You will have a passion for understanding our customer needs and how our customers can unlock value. FinThrive is a customer centric organization so this role is key to achieving our vision and mission.

What you will do

Major Responsibilities/Activities:

• Own the communication of the FinThrive customer brand across the customer journey
• Support the creation and delivery of the communication plans for customer experience and digital experience innovations
• Understand effective campaigns – right message, right channel, right time
• Lead cross functional collaboration with Marketing and Demand Gen on communication campaigns
• Work with internal stakeholders to ensure communications are accurate and compliant, as well as enable delivery of new initiatives for a range of business areas
• Develop and execute customer campaigns and communications
• Support product release management and product training content
• Create service led customer communications and processes that enable a seamless end to end customer experience and journey

What you will bring

• Experience: 6+ years’ experience in the field of scaled customer success programs, digital marketing, customer communication or marketing
• Analytic Skills: Strong quantitative and qualitative analytical skills with ability to distill data into meaningful insights and takeaways.
• Education: Bachelor’s degree in Business Administration, Communications, Marketing, or related
• Customer Experience / Journey: Experience working on end to end customer communication journeys
• Communication Skills: Superior written and verbal communication skills. Highly developed 'influencing without authority' skills.
• Travel required: Include amount of travel here:
• Project Management Skills: Ability to develop and execute several project plans simultaneously
• Minimal (a couple of time a year)
• Technology Skills: Experience with Qualtrics, Salesforce Service Cloud, Gainsight or equivalent customer experience tools. Strong background in implementing digital enablement technologies.
• Leadership Skills: Demonstrated ability to deliver both strategic and tactical results from inception to completion. Demonstrated ability to drive change management and work successfully in a highly cross-functional, matrix organization.
• Customer Service Skills: Ability to interact with clients to ensure positive customer experience
• Operational Skills: Experience designing and scaling processes requiring cross functional team participation

What we would like to see

• End-to-end customer communications for a B2B SaaS company

FinThrive’s Core Values and Expectations

• Support FinThrive’s Compliance Program by adhering to policies and procedures pertaining to HIPAA, FDCPA, FCRA, and other laws applicable to FinThrive’s business practices; this includes becoming familiar with FinThrive’s Code of Ethics, attending training as required, notifying management or FinThrive’s Helpline when there is a compliance concern or incident, HIPAA-compliant handling of patient information, and demonstrable awareness of confidentiality obligations
• Demonstrate integrity and ethics in day-to-day tasks and decision making, adhere to FinThrive’s core values of courage, authenticity, respect, excellence, and service, operates effectively in the FinThrive environment and the environment of the work group, maintain a focus on self-development and seeks out continuous feedback and learning opportunities