Limeade is a software company that elevates the employee experience and helps build great places to work. Limeade ONE brings together employee well-being, engagement, inclusion and communications solutions in a mobile-first experience. Recognized for its own award-winning culture, Limeade helps every employee know their company cares. To learn more, visit www.limeade.com.
We’re committed to creating a mission-driven, positive culture of improvement made up of the best and brightest people in the business. And we’ve got the awards to back it up: Puget Sound Business Journal ranked us #1 Best Workplace in Washington, and Seattle Business ranked us one of the top three Best Companies to Work for in Washington State. We’re one of the fastest-growing companies in North America (Deloitte’s Technology Fast 500™), and Fortune magazine recognized us as a Best Workplace for Women.
About the role:
We are looking for an inspired, creative and strategic thinker who is passionate about empowering customers to obtain the most value from the software, services and tools they purchase from Limeade. This candidate knows how to write effective communications that raise awareness for the Limeade experience and encourages participation. You are also a strategic thinker – able to develop relevant, engaging communication templates that enable Limeade to scale communication services across all customers. You will also thrive in creating an end-to-end, year-round customer communications strategy. Your strategy will include in-app notifications, message templates, custom emails and print and digital assets. The ideal candidate feels rewarded by driving high levels of customer satisfaction and driving scale and efficiency internally.
As a Customer Communications Specialist you will also be responsible for customer communication strategies, content development focused on program utilization and communications tool administration. Your primary audience will be Limeade program administrators, designated writers (employees given permission to write on behalf of their employer) and Limeade Champions (employees responsible for promoting Limeade within their company).
You will be tasked with ensuring our customer administrators, designated writers and champions understand strategies and tactics for how to utilize communications and content to reach users and keep them coming back to the platform experience. You will build standard and customer specific content templates and easy-to-use communication resources to support administrators, writers and champions in promoting utilization of Limeade within their companies.
You will work with other Limeade teams to build and deploy communication resources within and outside of the Limeade product. You will also support custom email requests from Limeade customers.
Your success will be measured on the scale and efficiency of Limeade communication resources, communication resource adoption, customer survey feedback specific to communication resources, Limeade product adoption and how you live the Limeade values.
You must be:
Entrepreneurial – Takes initiative to overcome roadblocks and get stuff done. A mix of initiative, innovation, and courage to quickly make the right decisions for our customers.
A Changemaker – Pushes the boundaries with customers. Differential thinking about how to maximize value from products and services and an interest in teaching customers.
Effective in Communications – able to write content that effectively engages people and conveys important information.
Technically Skilled – The ability to fully understand our technology, perform administrative tasks when necessary, and provide guidance on usage.
Analytical and Strategic – An understanding of and passion for measurably improving well-being in the world through happy, healthy, high-performing workforces and the ability to consult with customers to drive this.
Customer-Centric – A constant focus on delighting our customers. Ability to synthesize and prioritize customer expectations, develop resources with clearly articulated benefits and risks of each design option that resonate with our customers.
Developing end-to-end communications strategy for Limeade customers that promotes awareness of the Limeade experience, informs users of key information and encourages ongoing participation in the Limeade experience. This includes measuring key results for the overall communications strategy and the effectiveness of various pieces of the communications portfolio.
Managing communications content that is available to Limeade customers inside and outside of our product.
Providing relevant, easy-to-use communication templates to be deployed in the Limeade product and used by administrators, designated writers and Limeade champions.
Managing communication tools that are made available to Limeade customers.
Building content to support custom email requests from customers.
Supporting Customer Success team with customer communication requests and needs.
Partnering with Limeade’s Creative team and Customer Enablement team to assess pre-built campaigns to determine what content should be deprecated, improved or replaced.
Oversee strategy and process to support customer printing needs
5+ Years of experience in a communications role in a technology or consulting organization.
Understand key communication metrics such as bounce rate, open rate, clickthru rate, tool analytics, etc.
Ability to demonstrate our values in an ongoing and consistent way.
Act as an expert lead to help customers be more self-sufficient with communications needs and to maximize value from Limeade solutions.
Ability to thrive in fast-paced environments with the ability to multi-task and manage several priorities with tight deadlines simultaneously.
Excellent verbal and written communication skills with the ability to convey complex ideas to non-technical parties.
Experience in writing for customer education and creating training or enablement materials.
Superb time management and project management skills.
Customer-centric, with a track record of designing a great customer experience.
Synthesize information and processes into easy-to-understand resources that resonate with our customers.
Collaborate across multiple internal teams to achieve desired objectives.
Limeade provides equal employment opportunity (EEO) to all persons regardless of age, color, national origin, citizenship status, physical or mental disability, race, religion, creed, gender, sex, pregnancy, sexual orientation, gender identity and/or expression, genetic information, marital status, status with regard to public assistance, veteran status, or any other characteristic protected by federal, state or local law. In addition, Limeade will provide reasonable accommodations for qualified individuals with disabilities.