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Communications Specialist

IC is looking for someone with a professional communications skillset alongside a passion for customer service to join our team.  This is an exciting opportunity for an internal communicator who would like to apply their trade at scale to a diverse set of clients.  Reporting to the Manager of Customer Experience, you'll need to bring strong relationship-building skills, organization, and initiative to both execute and influence new services or products being offered to the market.

About the position  

This specialist owns the customer journey by providing internal communication professional services, onboarding new customers, managing adoption post-onboarding, and maintaining annual renewals of software and services - all with the goal of supporting and improving our customers’ internal communication.  As a trusted partner to customers and coworkers; you'll share strategies, tactics, and tips to help our clients meet their goals 

Responsibilities

Deliver IC’s communication professional services virtually and on-site

  • Conduct interviews to evaluate communication strengths and opportunities
  • Report on findings to customer stakeholders
  • Deliver and report on validation surveys
  • Select and share best practices, tools, and templates that will assist the customer based on their needs and maturity

Onboard customers on our software

  • Provide virtual training sessions
  • Share tips, ideas, and best practices to assist the customer in achieving their internal communication goals
  • Develop rollout, launch, and adoption plans and assist the customer in the execution of the plans
  • Monitor and assist customers achieve adoption

Work within a cross-functional team

  • To develop internal communication tools, templates, and best practices
  • To inform the development of software
  • To support Sales & Marketing with sales enablement by sharing success stories and joining calls with prospects
  • To share knowledge internally

Drive adoption and retention of software and services

  • Maintain strong renewal rates of assigned accounts
  • Proactive outreach to customers through their journey
  • Conducting NPS and other scoring initiatives and follow up with customers
  • Contribute customer feedback to appropriate internal channels
  • Create and update Help Centre articles as needed

Knowledge, Skills & Abilities

  • 2+ years’ experience in corporate or internal communications, journalism, public relations, marketing, etc.
  • Bachelor’s Degree in Communications or related field
  • Strong problem solving and conflict resolution skills
  • Friendly, concise, and engaging verbal and written communication
  • Ability to multitask, set priorities, and work independently
  • Proven track record in a customer-facing role
  • Flexible approach and an ability to operate effectively with uncertainty and change
  • Technically savvy
  • BONUS: experience in Customer Success or Account Management at a SaaS company

IC is a leading intranet software company based in North Vancouver. With over 20 years of experience in the intranet market, we have an established platform and a diverse customer base, with well over 1,600 customers served from different countries and 20 different industries, including many recognizable brands (NASA, United Nations, Chicago Whitesox, Kit & Ace).

Our office provides a modern, open and collaborative environment overlooking the North Shore mountains where our team thrives. We offer a comprehensive package to our employees, generous paid vacation and sick time, extended medical/dental, bonus days off, health and wellness support, professional development, team activities and much more. Please check our website.  Our core values are Simplicity, Positivity, Integrity, Creativity, Empathy, and Diversity, and we work our best every day to uphold them.  If you believe you’re SPICED up about this opportunity, consider applying now! 

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