Customer Education Content Specialist
Job Title: Customer Education Content Specialist
Location: Denver, US-Remote
Function: Education Services
Position Type: Full-time
Position Level: Experienced
Salary: $ 55,000-71,000 K/Annum
Xactly Corporation was founded to solve an important challenge: how to help people everywhere connect and unleash their human potential through seamless, perfectly aligned Sales Performance Management. Xactly's comprehensive Sales Performance Management (SPM) suite leverages data from a sales performance AI platform to provide timely insights across the entire SPM value chain, from sales planning to execution, including compensation to optimization. Xactly takes Sales Performance Management from a dark art to a science, providing decision-makers with the data insights they need to tap the motivational power of their incentive compensation. With access to predictive analytics and benchmark data, enterprises can now optimize territories, design the right compensation and incentive plans, and accelerate attainment and optimization of sales performance.
THE OPPORTUNITY
As the Customer Education Content Specialist at Xactly Corporation, you will collaborate with Product, Marketing, Solutions Consulting, Engineering and Customer Support and Success to create and deliver content. You will play a key role in driving customer retention by creating highly engaging education content that meets the needs of all of our customers through self-service channels, ultimately setting them up to successfully unleash the value from their Xactly Products. A successful Customer Education Content Specialist will provide thought leadership around the content, learning and development principles and combine them with their advanced knowledge of technical writing.
THE TEAM
Xactly's Education Services team is a tight-knit and rapidly growing team with diverse backgrounds. We're charged with bringing Xactly to some of the biggest and most unique companies across all industries, from tech startups to world-famous companies. The Education Services side of our business is integral to the success of our valued customers, and as a Customer Education Content Specialist within our department, you'll have the opportunity to make a big impact while having a lot of fun along the way!
KEY RESPONSIBILITIES
Execute on a vision for customer education that drives adoption and successful use of Xactly products
Identify ways to train and educate customers at each stage of the customer journey. Identify opportunities for Education to drive product adoption and collect feedback on blockers and opportunities preventing customers from fully realizing the value of their Xactly products
Translate complex technologies into practical terms
Work with the CSM and Support teams to uncover common areas of questions and to reduce the need for informational enquiries
Create new materials including Videos, Job Aids, Knowledge base articles and other content as required
Establish a process for monitoring and reporting on effectiveness of the customer education program, ensuring the program is continuously improving based on customer outcomes.
Organize, maintain, and update a growing library of Community by leveraging training materials and using keywords to enhance searchability.
THE SKILLSET
3+ years content creation / writing experience
Demonstrated success developing and executing against a content strategy that drives measurable increases in customer adoption and success and enables and empowers customers by ensuring answers to How-To questions are at their fingertips just when they need it.
Expert knowledge of the content creation process from defining needs, outlining topics, scoping with appropriate agencies and stakeholders, review cycles and delivery and experience developing world- class self- help resources that allow our customers to access targeted support
Knowledge of and experience with learning management systems
Strong critical thinking and creative problem solving skills
Possesses a customer-first mentality and obsessively thinks about problems through the lens of our customers, partners, and Xactlians
Gather feedback from customers, partners and Xactlians, identify opportunities for improvement, and implement recommended changes