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Productboard

productboard is the product management system that helps organizations get the right products to market, faster.

Content Specialist, Customer Success
San Francisco, CA, US
Job Description / Skills Required

The Customer Success team is searching for a Content Specialist to design and produce self-service content for our customers so they can use Productboard to make great products. 

You will work closely with our Manager of Customer Education and other stakeholders within our Customer Success and Product teams to create content to help customers understand how to effectively meet their goals with Productboard.

We’re looking for someone with the expertise to understand how to create content in such a way that communicates complicated topics in a clear, precise manner to drive adoption. On a day-to-day basis, you will create and update original materials including training guides, Help Center articles, checklists, short-form video tutorials, and more to support our new and existing features.

 

  • Create and improve content within our ecosystem of educational options (i.e. knowledge base articles, e-learning, video content and instructor-led training). Stay on top of all changes to the platform, project managing any necessary changes to content and creating/updating content.
  • Identify opportunities and gaps in our content, with a focus on getting started, reducing time-to-value, and adopting best practices
  • Tailor content to customer needs, based on factors such as user persona, customer size, industry, business use case, and plan type
  • Partner closely with members of the Product and Engineering departments to prepare documentation for new product releases within expected deadlines
  • Ensure a well-designed information architecture, with different product versions clearly presented
  • Interact with customers and customer-facing teams to understand customer use cases, workflows, and what customers need to be successful
  • Build strong working relationships with cross-functional teams, including Product Management, Engineering, Customer Support, Customer Marketing and Customer Success
  • Working with our Manager of Customer Education and Product Marketing team, establish a style guide to create the best possible content for customers.
  • Integrate user suggestions to continuously improve your documentation.
  • Analyze and report on content performance to determine engagement levels and whether the content is driving better customer adoption.

What you bring to the role:

  • 2+ years experience creating educational content, preferably for a SaaS company
  • Experience working with a Learning Management System and authoring tools, both maintaining and building content
  • Excellent technical writing skills and an ability to make complex topics easy and engaging
  • Knowledge of instructional design principles and methodologies
  • Ruthless prioritization and ability to create and execute a strategy
  • Ability to conform to shifting priorities, demands, and timelines
  • Ability to work well independently and in a collaborative, team environment
  • Experience creating content for Product and Engineering teams a major plus
  • Instructional Design experience a major plus
  • Samples that showcase your best work. 

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Within 1 month you’ll:

  • Familiarize yourself with Productboard software, the product management field and the challenges facing our customer base in their daily work
  • Learn Productboard’s go-to-market messaging, key differentiators and segment-specific value propositions, culminating in a product demonstration to a member of the Customer Success team
  • Working with our Manager of Customer Education, Product and Product Marketing teams, create a simple style guide/template for our Help Center articles.
  • Begin copy-editing new documentation to support product releases, meeting the Marketing, Customer Support and Product teams along the way
  • Listen to customer calls to understand customer needs, confusions, obstacles, and the language which resonates with them.

Within 3 months you’ll:

  • Collaborate with the Manager of Customer Education to design a long term strategy to educate our customers, identify content gaps, and new mechanisms by which we educate our customers 
  • Produce several short-form, customer-facing videos
  • Identify key areas of improvement for existing educational materials, with a focus on getting started, reducing time-to-value, and adopting best practices
  • Copy edit all new documentation supporting product releases to ensure clarity, consistency and alignment with Productboard messaging
  • Tailor content to customer needs, based on factors such as user persona, customer size, industry, business use case, and plan type
  • Continue to interact with customers and customer-facing teams to understand customer use cases, workflows, and what customers need to be successful

Within six months, you’ll:

  • Design, develop and publish eLearning modules to supplement existing courses
  • Take a proactive approach in improving existing training programs and uncovering new opportunities
  • Review all existing Help Center articles, evaluating their alignment with our internal style guide and documentation standards

Within twelve months, you’ll:

  • Design, develop and publish one complete, longform eLearning course
  • Be an invaluable part of the Productboard team!

What you'll be doing:

  • Create and improve content within our ecosystem of educational options (i.e. knowledge base articles, e-learning, video content and instructor-led training). Stay on top of all changes to the platform, project managing any necessary changes to content and creating/updating content.
  • Identify opportunities and gaps in our content, with a focus on getting started, reducing time-to-value, and adopting best practices
  • Tailor content to customer needs, based on factors such as user persona, customer size, industry, business use case, and plan type
  • Partner closely with members of the Product and Engineering departments to prepare documentation for new product releases within expected deadlines
  • Ensure a well-designed information architecture, with different product versions clearly presented
  • Interact with customers and customer-facing teams to understand customer use cases, workflows, and what customers need to be successful
  • Build strong working relationships with cross-functional teams, including Product Management, Engineering, Customer Support, Customer Marketing and Customer Success
  • Working with our Manager of Customer Education and Product Marketing team, establish a style guide to create the best possible content for customers.
  • Integrate user suggestions to continuously improve your documentation.
  • Analyze and report on content performance to determine engagement levels and whether the content is driving better customer adoption.

You can look forward to the following benefits:

💰 Competitive compensation, stock options, company 401k 

📚 A budget for your professional development and ongoing learning 

🏝 4 weeks of paid vacation and paid sick days

💛 1 Volunteer Day per year for you to help causes close to your heart

🍲 Lunch delivered to your home

🏋 Company contribution to gym and wellness memberships 

🚗 Commuter benefits

🍹 Team events, such as happy hours, off-sites, and retreats abroad 

❤️ Company contribution and access to best-in-class health benefits and your own Headspace membership

About Productboard 

Productboard is the customer-centric product management platform that helps teams get the right products to market faster. Over 4,000 companies, including Microsoft, 1-800-Contacts, and UiPath, use Productboard to understand what users need, prioritize what to build next, and rally everyone around their roadmap. 

In April 2021, we closed our $72M Series-C round, backed by VC giants like Tiger Global Management, Index Ventures, Kleiner Perkins, Sequoia Capital, and Bessemer Venture Partners. Headquartered in San Francisco, we are a truly international company, with offices in Vancouver and Prague.

  • We are backed by top Silicon Valley investors, giving us access to capital, networks, mentors, and markets
  • You’ll enjoy an exciting team atmosphere building a new and complex product
  • We iterate quickly and decisions are fast. You’ll have a voice in what we do and see the impact of your work
  • With modern offices in San Francisco, Vancouver, and Prague, you can expect occasional travel across the Atlantic!

About our culture

At Productboard, values aren’t just something we like to talk about, they’re something we live and breathe. We believe in creating a work environment where: 

  • People feel empowered, supported, and included
  • Trust and transparency are built into the way we work
  • Creativity, curiosity, and continuous improvement are encouraged and nurtured every day 

You can get to know your future colleagues by listening to our People of Productboard podcast, or check out our Instagram profile and People of Productboard FB page for more info about life at Productboard.

Equal Opportunity Employer Statement

We are an equal opportunity employer and champion of equity. It is our aim to help people from all backgrounds, cultures, and groups realize their full potential at Productboard. 

As such, we do not tolerate any discrimination or harassment based upon gender identity, race, color, religion, age, sexual orientation, non-disqualifying physical or mental disability, national origin, veteran status, or any other basis covered by appropriate law.

All aspects of employment including hiring, training, promotion, and terminations are based on merit, competence, performance, and business needs. We are committed to an inclusive hiring process and provide all candidates with equal opportunity to demonstrate their abilities.

Togetherness is one of our core values and our Diversity Council helps us ensure that we uphold the values of authenticity, humanity, and diversity to create an environment where every human being matters. We are committed to leading by example to drive societal change.