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.

Required Education, Skills, & Experience

• Bachelor’s degree in Marketing, Communications, Business Administration, or a related field, or comparable work experience.
• 5–8+ years of experience in Marketing, Communications, a client-facing storytelling/advocacy role, or a related field.
• Strong interpersonal and interviewing skills with the ability to build trust and credibility with executive-level clients and internal stakeholders.
• Exceptional written and verbal communication and storytelling skills, with the ability to translate complex information, client interviews, and quantitative data into compelling customer advocacy content and business narratives for diverse audiences.
• Strong client relationship management skills, with the ability to balance client advocacy initiatives while fostering positive partnerships and minimizing reference fatigue.
• Proven ability to collaborate cross-functionally, building effective partnerships with Sales, Marketing, Operations, Compliance, and other stakeholders to execute strategic communication initiatives.
• Strong organizational, operational, and project management skills with the ability to develop scalable communication processes, manage customer advocacy programs, and effectively prioritize multiple initiatives.
• Strategic communication skills, including the ability to tailor messaging based on audience, communication channel, and business objectives.
• Demonstrated adaptability and initiative, with the ability to anticipate business needs and manage competing priorities.
• Proficiency in English is necessary for job-related communication, including understanding policies, writing correspondence, and engaging with colleagues or clients.

Preferred Education, Skills, & Experience

• Experience in healthcare, EMS, public sector, or regulated industries.
• Familiarity with marketing automation platforms (e.g., HubSpot).
• Experience working in a fast-paced, cross-functional environment.
• Understanding of compliance or regulatory communications.

Working Environment

• The office environment is a controlled indoor setting with minimal exposure to adverse conditions.
• Noise levels in the office are typically moderate and consistent with a standard office setting.
• For employees approved to work in a hybrid or remote setting, a quiet, private workspace free from significant distractions is required to ensure productivity during work hours.
• A reliable internet connection is required for hybrid/remote work. EMS|MC will provide necessary equipment, including a computer, monitor, keyboard, mouse and headset.

Physical Requirements

• Sitting: frequent and prolonged periods of sitting at a desk while working on a computer.
• Communication: frequent and prolonged periods of speaking, listening, reading, and writing.
• Fine motor skills: frequent use of hands for typing and operating a computer mouse.
• Movement: occasional walking and climbing of stairs; limited bending, kneeling, lifting, and carrying of office-related items.
• Travel: must be able to travel occasionally to attend required company meetings.

Pay range: $100,000.00 - $105,000.00 annually, with final compensation based on the candidate’s qualifications, experience, and business needs. Individuals in this role are eligible to participate in a discretionary bonus plan and a comprehensive benefit package, including a retirement plan, health coverage, paid time off and other benefits provided in accordance with applicable law. Visit https://emsmc.com/careers/ to explore our total rewards package.

Employees must be able to perform the essential functions of this position. Reasonable accommodations will be provided to qualified individuals with disabilities as needed to support their ability to perform these essential functions. If you require an accommodation for this position or to participate in the application process, please contact HR at humanresources@emsmc.com

The responsibilities and duties outlined in this job description are not exhaustive and may be subject to change to meet the needs of the business. This job description is not an implied contract of employment and does not alter the at-will employment relationship.

There is no anticipated closing date for applications; The role will remain open until filled.

Applicants must be authorized to work in the United States now and in the future; this role does not offer current or future visa sponsorship.