Product Content and Education Specialist

Summary

Join our Product Marketing team as a Product Content and Education Specialist! Manage the ActivTrak Support Center and Academy, ensuring customers have the resources to succeed independently. You will create engaging educational content, including tutorial videos and documentation. Collaborate with various teams to maintain consistent messaging and analyze content effectiveness. This remote US-based role requires strong technical writing skills and experience with B2B SaaS products. If you're a self-starter passionate about improving customer experience, we encourage you to apply!

Requirements

• 5 years of experience in a customer-facing position (Customer education, webinar delivery, customer support)
• 3 years of B2B Software/SaaS experience
• Strong technical writing skills
• Experience using content management systems and content creation tools
• Proficient in content creation tools including Zendesk and WordPress, with basic image and video editing skills

Responsibilities

• Oversee the ActivTrak Support Center and Academy, ensuring content is up-to-date, relevant, and engaging
• Develop and implement educational programs and resources that enhance customer understanding and usage of ActivTrak products
• Create engaging tutorial videos to guide customers through product features and functionalities
• Create, edit, and maintain product documentation, user guides, tutorials, FAQs, and video content
• Ensure consistency in terminology, tone, and style across all product and marketing materials
• Collaborate with the product team to write clear and concise in-product copy that enhances user experience
• Review and edit content to maintain high quality and alignment with brand guidelines
• Author and manage release notes for product updates, effectively communicating new features and improvements to customers
• Coordinate with development and product teams to understand updates and translate technical information into user-friendly content
• Work closely with Product Managers, UX/UI Designers, Engineers, and Marketing teams to align on messaging and ensure cohesive communication strategies
• Participate in product planning meetings to stay informed about upcoming features and enhancements
• Monitor and analyze the effectiveness of educational content and make data-driven recommendations for improvement
• Gather customer feedback to identify content gaps and opportunities

Preferred Qualifications

Experience with complex products

Benefits

• Position is remote within US
• Minimal travel
• Limited physical demands