Communications

• Own the strategy and execution of customer-facing communications for product updates, industry developments, service interruptions, incidents, and other key company announcements.
• Lead incident communications by creating and implementing strategic plans that clearly explain product-related issues, customer impact, and required actions—ensuring concerns are addressed quickly and effectively.
• Craft clear, timely messages tailored to specific customer segments and delivered through the right channels to maximize transparency and engagement.
• Define and own the customer segmentation strategy to ensure the right customer get the right communication at the right time.
• Lead cross-functional governance cadences with Product, Engineering, Technical Customer Care, Customer Success, and Customer Experience teams to ensure communications are accurate, timely, and customer-centric.
• Own the customer communication calendar framework to ensure every stakeholder is aware of what customers are receiving what communications and ensure an optimal customer experience.
• Develop talking points and guidance for customer-facing teams to ensure consistent and confident messaging during incidents, product changes, and market events.
• Use tools like Pendo and HubSpot, along with segmentation strategies, to target communications based on customer type and impact.
• Own logistics for customer webinars, including landing pages, invitations, Zoom/HubSpot setup, reminders, and follow-up communications.
• Create and maintain landing pages for product releases, campaigns, and key updates, ensuring clarity, accessibility, and alignment with customer needs.
• Own KPI framework & reporting for customer communications (adoption, engagement, NPS) and publish quarterly scorecard. Use data-driven insights to iterate and perform ongoing improvements – always keeping the customer experience at the center.
• Continuously refine communication templates, cadences, and delivery channels to enhance clarity and customer engagement.
• Be available after hours, as needed, to lead communications strategy and execution for urgent incidents or system events requiring timely customer communications and internal coordination.
• Serve as subject matter expert in communications and messaging for our customer base and mentor other team members as needed.
• Other duties assigned by supervisor or HHAeXchange leader.

Customer Communications Manager

Manager, Communications

Associate, Marketing & Communications

Director, Oncology Scientific Communications

Medical & Scientific Communications Lead

Senior Director, Communications & Marketing