Cloud Communications Manager
Location:
Lowell , Massachusetts
Posted:
November 22, 2017
Reference:
201701385

Corporate overview

You're empowered when you're a Kronite.

Want to be part of an elite group of highly skilled professionals? We think our employees are a special group of talented, energetic, and innovative people. And for that reason, we refer to ourselves as Kronites. Kronites care about more than just work. We recognize the need to maintain a healthy work-life balance - to live inspired. In fact, it's expected! You'll soon learn that we take work and fun seriously. No matter what position you hold at Kronos, you're a Kronite. And we want you to feel like you have the power to make a difference in your life and the lives of others, at work and beyond.

Kronos is a global provider of workforce management and human capital management cloud solutions. Kronos' industry-specific workforce applications are purpose built for businesses, healthcare providers, educational institutions and government agencies of all sizes. Tens of thousands of organizations - including half of the Fortune 1000 - and more than 40 million people in over 100 countries use Kronos every day.

Description
The Cloud Communication manager will provide communication support both internally and externally, ensuring timely, accurate and consistent information is distributed to the appropriate teams as needed. Assess communication needs internally and recommend solutions, assist in the build out of a communication strategy to support new and existing businesses.
Internal Communication:
  • Serve as the communication hub to facilitate Internal communication regarding Cloud Service Delivery (Falcon) (announcements, availability, timeline/roadmap etc.)
  • Work with key stakeholders to identify communication needs and ensure appropriate distribution of content
    Customer Communication:
  • Engage with customer base for Cloud driven projects that require collaboration with the customer, work internally with technical teams, facilitate customer conversations and ensure optimal customer experience
  • Support various cloud teams in a communication management capacity as needed
  • Bridge the gap between technical teams and customer teams as necessary, translating customer issues or concerns to technical teams and vice versa
    Account Management:
  • Short term account management support for select cloud customers who meet criteria
  • Responsible for coordinating efforts between the appropriate functional Cloud teams to work and resolve issues impacting the successful use of Kronos products
  • Proactively engage for large and complex customers as needed
  • Set appropriate expectations for Customers and Kronos regarding issue resolution and process of engagement
  • Present and oversee resources for addressing issues
  • Provide consistent and recorded communication on status and next steps to all parties involved.

    Qualifications
  • Excellent communication skills, both written and verbal
  • Strong attention to detail - managing & controlling conference calls, maintaining issues lists and action items, as well as setting appropriate expectations in escalated situations
  • Ability to coordinate efforts between the appropriate functional teams, engaging the appropriate resources when necessary while often influencing without authority.
  • Must be well organized, flexible and able to work multiple customer accounts in a fast paced, time sensitive environment.
  • Ability to comprehend and translate customer information to technical teams and vice versa
  • At least five years in a customer management/communication role
  • SaaS/Cloud Computing Experience required
    #LI-POST

    EEO Statement
    Kronos is proud to be an equal opportunity employer and is committed to maintaining a diverse and inclusive work environment. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, physical or mental disability, age, or veteran status or any other basis protected by federal, state, or local law.


  • A little about us:
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