Communications & Positioning Manager na Achievers

How you'll shape our Customer Operations at Achievers:

• This role ensures external messaging is accurate, consistent, compliant, well-timed, and aligned across Product, Customer Success, Support Operations, and Marketing.


Customer Communications Governance & Execution:
• Own communications governance model including calendars, sequencing, delivery format (emails vs in-platform), approvals, and templates. 
• Lead coordination with Marketing’s Lifecycle & ABM teams to map and align customer messaging across all channels. 
• Partner with Product to coordinate scheduling and execution of in-platform communications where applicable. 
• Draft, refine, and quality-check all customer-facing communications delivered from Services Operations. 
• Ensure communications are timely, accurate, on-brand, and compliant with regulatory and tone standards. 
• Maintain customer communication repositories, templates, guidelines, and best practices. 


Customer Organization Positioning & Narrative: 
• Own the internal and external operational message for Customer Operations across RFPs, external awards, partnership materials, and industry submissions. 
• Maintain and optimize Loop content for accuracy related to operational excellence, processes, and capabilities. 
• Develop polished content that articulates the value, maturity, and uniqueness of our organization, and partner with Sales, PMM, and Strategic Operations to embed this narrative into go-to-market motions.


Additional Execution & Operational Support Functions:
• Manage customer contact segments as well as internal distribution lists, comms channels, and operational infrastructure essential for delivering accurate communications. 
• Build dashboards or reporting views in partnership with BI and/or Data Teams to measure comms performance. 
• Identify and implement process improvements that raise clarity and reduce friction for customer-facing teams. 

Experience we feel will set you up for success:

• 4-6+ years of experience in customer communications, content strategy, program management, operations or similar SaaS operational roles. 
• Exceptional writing, editing, and narrative development skills. 
• Strong cross-functional collaboration experience, especially with Marketing, Customer Success, Product, and Operational teams. 
• Demonstrated ability to manage complex workflows. 
• Highly organized, governance-oriented, and comfortable owning a centralized communications function. 
• Experience with tools such as Salesforce, Catalyst/Gainsight, Loopio, and project management systems, etc. 

Who You Are:

• Someone who thrives in fast-paced, cross-functional environments, and enjoys being the connective tissue between teams. 
• Confident in driving outcomes through influence, process, and excellence. 
• Highly organized and detail-oriented with an eye for potential gaps, risks, and misalignment. 
• Values consistency and quality, but is pragmatic enough to ensure work keeps moving forward 
• Someone with a strong sense of narrative and understanding of how operational excellence can be communicated simply and compellingly 
• Proactive, resourceful, and motivated by making experiences clearer and smoother for customers and internal teams.