Director, Customer Communications
Current* Lead a team of high-performing communications professionals to drive customer performance and satisfaction for one of the nation’s leading electronic health records companies. Manage editorial calendar to ensure alignment across major communications initiatives, such as driving adoption of clinical efficiency tools.* In close partnership with executive leadership, lead development and execution of crisis communications, most notably in the aftermath of the Change Healthcare cybersecurity incident in February 2024. One customer comment: “When Change Healthcare announced they had suffered a cyberattack, almost immediately athena came out and began communicating on what they knew, what they didn’t know, and how they were going to keep us informed on the process. Compared to some of my practice counterparts who are on other systems, it was night and day."* Conceived, created, and sustained a customer-targeted podcast with monthly episodes that has averaged over 1,000 listens per month since its launch in late 2022.* Lead, develop, and execute strategic communications initiatives. This includes communications initiatives aimed to drive awareness of releases and the product roadmap as well as the adoption of new functionality; this also includes strategizing and authoring executive communications. * Work closely with stakeholders in product, marketing, customer success, and other divisions to ensure alignment in communications strategy and messaging as well as style and tone, balancing rapid software development with the needs of complex customer organizations. * Execute written content for all formats – emails, in-app notifications, web articles, scripted video broadcasts, and podcasts.
