Knowledge and Instructional Content Manager

  • Location: Minneapolis, MN
  • Department: Customer Experience
  • Type: Full Time
  • Min. Experience: Mid Level

Job Description

As the Knowledge and Instructional Content Manager, you have strong strategic thinking, creative problem solving and analytical skills and leverage those skills to establish an understanding of the customer and user persona.  You collaborate cross-functionally to develop effective and dynamic content to be consumed by internal and external customers. ‬ You have an innate ability interpret product capabilities and develop content that end users can quickly consume and understand. You enjoy working cross functionally with product management, customer care, success and sales teams to identify and develop opportunities that drive customer adoption through self-service. You are progressive in your approach to delivering great customer content quickly that is easily accessed and consumed.

What You’ll Be Doing

As the Knowledge and Instructional Content Manager, you will have an expert understanding of When I Work (WIW) product capabilities as well as how customers implement and utilize them.  With this knowledge you will develop online materials that will guide users on how to use the product and features, troubleshoot issues or challenges, and educate them on best practices to ensure users receive the full value of WIW.

  • Expand & refine customer self-service strategy for online help and training
  • Design and create outstanding technical, how to, and troubleshooting knowledge content
  • Design and create training content using current adult learning theories and practices
  • Gather customer and user feedback to improve and develop content
  • Manage and monitor knowledgement system for customer feedback, usage and utilization
  • Work directly with the product team to understand new product features and enhancements
  • Communicate product value propositions to internal teams
  • Identify and develop impactful sales enablement materials, presentations, videos, product demos and sales training materials
  • Collaborate with marketing content writers to ensure consistent messaging throughout marketing and help content
  • Planning the communication of new features and enhancements to coincide with product launches

Experience and Skills Needed

  • 3-5 years developing both technical content and instructional materials for B2B
  • Experience working directly with product and support teams to develop customer and end user knowledge and training materials. (preferably SaaS Software)
  • 3-5 years experience using and managing knowledge management tools and systems
  • 3-5 years experience using content development and production tools for e-learning,  instructional material and media creation. I.e. Adobe, Capterra, Gomo, Walk-me etc.
  • Ability to work in cross-functional teams, balance multiple priorities, and be  self-managed in a high-paced environment
  • Demonstrated ability and passion for content creation in a variety of forms, including video, product demos, webinars, white papers, etc.
  • Excellent organizational skills and attention to detail
  • Self-motivated with a demonstrated desire to learn new technologies and skill sets
  • Demonstrated track record of completing large amounts of important work (you “get shift done”)
  • Consumer and/or B2B DNA where the user experience always come first
  • Must demonstrate strong interpersonal skills
  • Superior writing skills with the ability to present complex concepts to various audiences
  • Superior project management and time management skills
  • Experience producing and delivering webinars to buyers and end users

What Would Be Awesome To Have

  • Prior experience at a startup and SaaS

What’s In It For You

  • Professional development allowance
  • Paid parental leave
  • Medical benefits - employee premiums paid 100% by WIW
  • Dental benefits
  • Paid vacation and holidays
  • Flexible work environment
  • 401K Match
  • Transit Pass or parking stipend
  • Data/Cell (internet) stipend
  • Casual dress code
  • Dynamic and dedicated team

Sound Like a Good Fit?

Check out our core values. If they excite you, we’d love to talk!  Please submit the following to apply:

  • Resume (including months/years of employment for each position)
  • Cover letter including:
    • why you’d like to work at When I Work more than anywhere else
    • links to online examples of presentations or webinars

* Must already be authorized to work in the United States on a full-time basis for any employer

** Must be willing to relocate to the Twin Cities (Minneapolis/St. Paul) area (at your own expense)


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