Want to build a billion-dollar company from the ground up? Want to accelerate your professional growth? Work with an extraordinary team ranging from new graduates to industry leaders? Want a result-oriented culture which values family, fun, diversity, and mutual respect as much as earning customer love and winning big? If so, here is an opportunity tailored for you.
About the Job
As a key member of the Customer Success team, you will lead both developing technical documentation and customer education for Productiv. This role will be responsible for building out content in multiple formats, to drive customer success and product adoption. The ideal candidate has an innate product curiosity, is excited to build from scratch, and has broad experience in technical documentation, customer training, and enterprise software.
Role and Responsibilities
Build and create a training and education strategy that enables our customers to ramp quickly and realize value from our product
Design and build technical product documentation, with a focus on customer onboarding and new feature adoption. Be proficient at developing content in various formats - written, video, in-product messaging etc.
Design and build product training materials, including written documentation and video tutorials
Identify on-going training needs for addressing customer support inquiries
Define and drive metrics for adoption and efficacy of technical documentation and training
Partner with internal teams (Support, Customer Success, Sales, Product) to define priorities and communicate the long-term plan and ongoing progress
Required Skills and Experience
5+ years of experience in enterprise software, with at least 3 years of experience in a Training or Education role, preferably at a high-growth SaaS company
Experience creating instructional and certification documentation for a B2B software company
Experience translating specs into easy-to-understand training content
Deep customer empathy, will the ability to understand customer needs
Experience developing and leading a customer education program
Familiarity with SaaS platforms, APIs, and IT groups
Familiarity with customer engagement platforms (i.e Intercom) preferred
Excellent commercial communication skills (written, oral, and presentation) with a keen ability to develop relationships, optimize customer engagement, and evangelize products
Competitive salary and generous stock option plan
Medical, dental and vision insurance, 100% paid for you and your family
Generous vacation time and sick time
Free lunches, snacks, and beverages
Impact-first work environment (no politics, no pandering)