As the Customer Content Specialist, you will be responsible for crafting polished, engaging, and actionable content that drives customer success, adoption, and satisfaction. You will also create internal content to help customer-facing teams understand and execute CX programs and plays effectively. Your work will span a wide range of materials, including PowerPoint templates, one-pagers, infographics, in-product guides, and internal materials, with a focus on leveraging Gainsight for content distribution and customer engagement.
Key Responsibilities
- Design and develop visually appealing and on-brand content assets for both external customers and internal CX teams.
- Create internal training playbooks, guides, and other assets to help customer-facing teams understand and execute CX programs and plays.
- Collaborate with CX, Product, Marketing, and Sales team members to understand program objectives and translate them into clear, concise, and impactful content for both customers and internal teams.
- Ensure all created content is polished, on-brand, and ready for consumption without extensive review or editing.
- Maintain and update existing content to keep it relevant and aligned with current brand guidelines, customer needs, and internal processes.
- Design and implement in-product guides using Pendo for effective customer messaging and onboarding.
- Contribute to the creation of email copy for customer communications when needed.
- Develop content strategies that drive product adoption for the products within our portfolio.
- Proactively identify opportunities for new content creation that will enhance customer experience, drive adoption, and improve internal team effectiveness.
- Simplify complex information into easily digestible formats that encourage action and engagement for internal teams and our customers.
- Manage content creation projects independently, meeting deadlines and quality standards without close supervision.
- Utilize Gainsight to monitor content engagement, track customer health, and identify opportunities for targeted content creation
Qualifications
- Proven experience in content creation, preferably in a B2B software or technology environment.
- Strong portfolio demonstrating excellent design skills and attention to detail for both customer-facing and internal materials.
- Proficiency in design and presentation software, such as Canva, Adobe Creative Suite, and Microsoft PowerPoint.
- Excellent writing and editing skills with the ability to adapt tone and style for different audiences.
- Experience in creating infographics and data visualizations to convey complex information simply.
- Strong project management skills with the ability to prioritize and manage multiple projects simultaneously.
- Bachelors degree in Graphic Design, Marketing, Communications, or a related field.
- Experience with in-product messaging and guide creation (e.g., using tools like Pendo) is desirable.
- Basic understanding of email marketing principles and copywriting skills is a plus.
- Experience with Gainsight or similar customer success platforms
Required Skills
- Attention to Detail: Meticulous focus on creating polished, error-free content for both external and internal use.
- Initiative and Self-motivation: Ability to identify needs and take action without constant direction.
- Creativity: Innovative approach to content creation and problem-solving.
- Customer-centric Mindset: Strong understanding of customer needs and how to address them through content.
- Adaptability: Flexibility to work on various content types and adjust to changing priorities.
- Communication: Excellent verbal and written communication skills to collaborate effectively with team members and stakeholders.
- Product Knowledge: Ability to quickly grasp product features and translate them into customer-friendly content and internal training materials that drive adoption.
- Gainsight Proficiency: Ability to leverage Gainsight for content distribution, customer engagement tracking, and data-driven content strategy.
