Client Communications & Advocacy Lead

Job Summary

The Client Communications & Advocacy Lead is responsible for planning, developing, and executing all client-facing communications across EMS|MC, while serving as the strategic architect of our customer advocacy pipeline. This role owns the broad portfolio of client communications—including product updates, regulatory changes, and thought leadership—and executes on our newly launched EMS|MC reference program, Gold Partner Network.

This role bridges the gap between relationship management and data-driven storytelling by establishing frameworks that transform client references into a structured case study pipeline. Responsibilities include identifying advocacy opportunities, conducting client interviews, extracting meaningful insights and data, and developing compelling success stories for publication across multiple channels.

Major Responsibilities/Activities

Case Study Management

• Process Architecture: Design and scale an efficient workflow to seamlessly transition reference clients into active marketing advocates.
• Advocacy Recruitment: Proactively identify and engage qualified reference clients to secure their participation across various marketing assets.
• End-to-End Content Creation: Lead the entire development lifecycle for client success content, managing the production of various reference assets:
• Written Case Studies: Conduct client interviews, research internal/external data, and draft deep-dive success narratives.
• Video Case Studies: Develop concepts, interview subjects, and write engaging production scripts.
• Speaking Engagements: Identify opportunities (e.g., Regional User Groups, conferences) and support asset/slide creation.
• Testimonials: Synthesize client feedback into high-impact snippets for the website and social media.
• Approval & Governance: Navigate and manage complex, multi-layered internal and client-side approval loops (including legal and PR adjustments) to ensure absolute compliance before deployment.
• Content Distribution: Partner with marketing operations to publish and promote finalized case studies across our website, email marketing, sales enablement toolkits, and social channels.

Client Communications Strategy & Execution

• Comms Umbrella: Own and manage the strategy for high-frequency client communications, ensuring a consistent, scalable approach.
• Brand Alignment: Ensure all messaging is clear, concise, and closely aligned with the EMS|MC brand voice, positioning, and standards.
• Cadence Optimization: Strategically prioritize and sequence client touchpoints to avoid audience overload and conflicting messages.

Content Development & Messaging

• Complex Translation: Translate highly complex operational, regulatory, and product information into client-friendly, actionable messaging.
• Diverse Writing Portfolio: Draft and edit regulatory updates, product/service rollouts, event invitations, and thought leadership distribution.
• Audience Targeting: Tailor content to resonate effectively with EMS leaders across fire-based agencies, municipal agencies, and hospital systems.

Cross-Functional Collaboration & Governance

• Company Alignment: Partner with Compliance, Legal, Sales, Operations, and Client Success to proactively gather communication inputs and monitor client relationship health.
• Reference Program Support: Co-govern the reference program with Sales and Client Success, aligning reference participation with defined program points, rewards tracking, and protection against reference fatigue.
• Multi-Brand Quality Control: Maintain communication standards and review content for clarity, tone, and accuracy across sister brands where applicable (EMS|MC, NAAC, PWW|AG).

What Success Looks Like

• Case studies and video content are produced regularly and efficiently, featuring validated data and verified client/internal approvals.
• EMS|MC is recognized as a proactive, trusted thought leader that effectively elevates and celebrates the success of the EMS community.
• Internal teams (Sales, Client Success) trust this role as the central hub for both outbound messaging and client reference activation.