Product Content and Education Specialist

Job Summary:

We seek a dynamic and versatile Product Content and Education specialist to join our Product Marketing team. This role will manage the ActivTrak Support Center and Academy, ensuring our customers can access comprehensive educational resources. Your responsibility is to ensure that customers have all the information they need to succeed by themselves without relying on customer success or support for regular product use. Additionally, you will contribute to product marketing tasks such as ensuring correct terminology and copywriting within the product, managing release notes, creating tutorial videos, and collaborating on various content initiatives.

About You:

You have strong technical writing skills and can effortlessly explain complex technical concepts in plain, simple language that provides clarity and direction. You see yourself as an educator and a guide, and you are very comfortable being in front of customers. You love creating tutorial videos and are passionate about improving the customer experience. As a self-starter, you need little direction to complete tasks and thrive when collaborating and collecting feedback from multiple stakeholders.

Key Responsibilities:

Manage Customer Education Platforms:

• 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.

Content Creation and Management:

• 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.

Copywriting and Editing:

• 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.

Release Notes Management:

• 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.

Cross-functional Collaboration:

• 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.

Performance Analysis:

• Monitor and analyze the effectiveness of educational content and make data-driven recommendations for improvement.
• Gather customer feedback to identify content gaps and opportunities.

• 5 years of experience in a customer-facing position (Customer education, webinar delivery, customer support)
• 3 years of B2B Software/SaaS experience
• Experience with complex products is a plus
• 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.

Work environment

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

This is an incredible opportunity to embark on an exciting journey with a dynamic, VC-backed company.  If you have a proven track record of creative thinking, a drive for learning, and a deep commitment to collaboration, we want to talk to you! 

ActivTrak is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. ActivTrak does not discriminate on the basis of race, color, religion, sex, national origin, political affiliation, sexual orientation, marital status, disability, age, protected veteran status, gender identity or any other factor protected by applicable federal, state or local laws. #LI-REMOTE