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Customer Education Content Manager

Workhuman

Workhuman

Marketing & Communications, Customer Service
Massachusetts, USA · Remote
Posted on Wednesday, June 5, 2024

Job Description:

The Opportunity


The Customer Education Content Manager plays a key role in driving customers’ successful Workhuman® Cloud program adoption by creating highly engaging educational content that meets the needs of all our customers, primarily through self-service channels, ultimately setting them up to successfully unleash the value from their Workhuman Cloud products.

This role is primarily focused on hands-on content development. In close collaboration with the team’s communication managers, operational consultants, and designers as well as other Workhuman departments, including Product, Marketing, and Customer Success, the Customer Education Content Manager creates high-quality, engaging content for current and future customers to support the adoption and ongoing success of our Workhuman Cloud programs.

Do you like brainstorming new, creative ways to communicate both high-level concepts and instructional information? Do you geek out over new technology and ways to make it easily understandable? Does the prospect of jumping in front of the camera to explain best practices to customers or recording a voiceover exhilarate you? Do you have a knack for finding just the right content delivery mediums to draw people in and keep them engaged in learning? We want to hear from you!

**This is a hybrid role, requiring at least two days a week onsite in our Framingham, MA HQ office**

RESPONSIBILITIES

  • Execute on a vision for customer education that drives adoption and successful use of Workhuman Cloud products by creating engaging content that conveys Workhuman’s thought leadership, research findings, best practices, product information, etc., to yield higher customer billings, satisfaction, and retention.

  • Conceptualize, write, and develop easily digestible, creative educational videos, audio, webpages, and other materials (presentations, guides, infographics, etc.), with an emphasis on online delivery, to ensure engaging learning experiences for our customers.

  • Expertly manage complex content development projects from start to finish, including stakeholder management, graphic/video production, asset management/version control, technical requirements, content reviews, high-level project briefings, internal socialization/promotion, and customer marketing.

  • Stay up to date on Workhuman Cloud product enhancements and effectively integrate related information into our content strategy and existing customer materials.

  • Identify ways to educate various customer personas at each stage of the customer journey and create customized learning paths to address common customer questions and reduce the need for direct inquiries.

  • Assist in planning and developing content for instructor-led training events and educational customer marketing webinars, and present content to participants.

  • Support growing customer resource library of educational materials, ensuring content is organized and searchable and assets reflect the latest Workhuman research, thought leadership, product enhancements, and innovative learning and communication approaches.

  • Monitor and report on effectiveness of customer educational content, ensuring our offering is continuously improving based on customer outcomes and feedback.

  • Serve as a subject matter expert in content development and learning principles, sharing ideas and expertise to further progressive, innovative thinking in our work that reflects industry trends.

  • Provide occasional support before or after standard business hours to service global customers.

The skills you will bring

  • Writing and content development: Top-notch written and verbal communication skills

  • Project management: Ability to manage complex, fast-paced projects with multiple stakeholders

  • Detail obsession: A keen eye for quality assurance, consistency, and even the smallest details

  • Strategic thinking: Ability to understand the big picture to meet business goals and apply that vision tactically

  • Problem-solving: Strong propensity for taking initiative, finding answers independently, and coming to the table with solutions

  • Collaboration: Strong interpersonal skills and the ability to align priorities with colleagues in other disciplines, levels, and workstreams

  • Innovation and creativity: An outside-the-box thinker who voices new ideas and ways to apply them to our work

  • Customer-centric mindset: Focus on user experience and customer satisfaction; ability to understand customer needs and translate that into our work

Achievements

  • Proven versatility in writing for various mediums and a clear understanding of how to translate complex data and concepts into compelling yet practical terms

  • Established track record of effectively managing multiple projects and deadlines and working in a dynamic, fast-paced, team environment

  • Experience using learning applications and authoring tools, such as Adobe Captivate, learning management systems or digital content delivery tools, community management platforms, and/or instructional design and adult learning theory

  • Expert knowledge of Microsoft Office Suite, particularly PowerPoint and Word

  • 4-7 years content development experience in a marketing or learning/education role, preferably for customer audiences, along with a portfolio of relevant work

  • Bachelor’s degree in communications, English, journalism, marketing, or similar discipline

The Company:

At Workhuman® our mission is to bring more humanity to the workplace. We recognise and embrace individuals’ differences and believe that workforce diversity and inclusion are essential to our long-term growth and success. Even if you don’t think you “check every single box” above, please still consider applying. We’re looking for a human who is collaborative, and innovative with a growth mindset. We love what we do because we’re shaping the future of work through our people and our technology. Our human cloud-based applications are helping some of the world’s leading global brands connect culture to shared purpose. The Workhuman Cloud empowers employees to thank, talk and celebrate each other, creating an environment that sparks gratitude and human connection while increasing employee engagement and productivity.

Did you know we have an award-winning culture across EMEA and North America:

  • We were named as #5 Best Workplace in the Great Place to Work Awards in Ireland in 2022 in the large sized workplace category. We were also recognised as a Best Workplace for Women and a Best Workplace in Technology in 2020, 2021 and 2022.

  • In 2021 we were named as #2 Best Workplace in Europe in the medium sized workplace category.

  • We were also recognised as #2 Best Large Places to Work in Boston by Built In for 2023 as well as a Best Place to Work in Boston, U.S. Best Large Places to Work and U.S. Best Places to Work.

  • There are currently over 7.5 million users on the Workhuman® cloud across 180 countries.

  • Our core values are Respect, Determination, Innovation and Imagination.

Workhuman is an Equal Opportunity Employer and is committed to the principle of equal employment opportunity for all employees. We proudly provide a work environment free of discrimination and harassment. Employment decisions at Workhuman are based on solely on business needs, job requirements and individual qualifications, without regard to race, color, religion or belief, national, social, or ethnic origin, sex (including pregnancy), age, sexual orientation, gender identity and/or expression, marital, civil union or domestic partnership status, past or present military service, or any other status protected by the laws or regulations in the locations where we operate. Workhuman believes that diversity and inclusion among our teammates is critical to our success as a global company, and we seek to recruit, develop and retain the most talented people from a diverse candidate pool.