CX Enablement & Communications Advisor

Better Impact•Winston-Salem, NC

1d•Remote

About The Position

Better Impact provides software that helps nonprofits, government agencies, healthcare organizations, and companies recruit, schedule, communicate with, and track volunteers and their impact. We advance volunteerism by equipping the professionals who make it happen with the technology, benchmarks, and community they need to run effective volunteer programs. Today, our products support more than 85,000 organizations, millions of volunteers, and over 600 million volunteer hours across the nonprofit, public, healthcare, and corporate sectors. Our vision is a world where volunteerism is recognized, resourced, and respected in every community. When a product changes, good communication can be the difference between “wait, what happened?” and “got it, I know exactly what this means for me.” As our CX Enablement Communication Advisor, you’ll own how important product and customer experience changes are communicated to our customers and CX teams. You’ll take complex information and turn it into communication that is clear, useful, appropriately timed, and easy to act on. This isn’t simply a writing role. You’ll think strategically about audience, timing, channel, message, and outcome, helping people understand what’s changing, why it matters, and what they should do next. This role can be performed remotely.

Requirements

3+ years of experience in customer communications, product communications, product marketing, enablement, content strategy, customer experience, or a related area.
Excellent writer and editor.
Ability to think beyond the individual message.
Ability to take complicated information, ask the right questions, and make it understandable and actionable for someone who wasn’t in the room.
Own communication strategy and execution for product releases, customer-facing changes, or similar initiatives.
Develop clear, engaging communications for different audiences and channels.
Translate technical or complex information into customer-friendly language without losing what matters.
Manage communication calendars, competing priorities, and multiple initiatives at once.
Collaborate effectively across teams like Product, Customer Success, Implementation, Support, and Enablement.
Use engagement, adoption, customer feedback, or other signals to understand whether communication is actually working and improve from there.

Nice To Haves

Experience in SaaS, Customer Experience, Customer Success, Implementation, product marketing, UX writing, release management, or customer adoption is helpful.

Responsibilities

Own communication planning for product releases and customer experience changes, from early planning through launch and reinforcement.
Translate complex product information into clear customer and employee communications, including release notes, announcements, campaigns, and enablement materials.
Build and manage our customer communication calendar, balancing timing, audience, priority, and frequency across initiatives.
Create communication campaigns that build awareness and encourage adoption of new and existing product capabilities.
Partner closely with Product, Customer Success, Implementation, Support, and Enablement to identify communication needs and keep messaging aligned.
Help steward customer-facing product language, including terminology, feature messaging, and in-product language recommendations.
Use engagement, adoption, customer feedback, and support trends to understand what’s working and continuously improve our communication.