Content Writer

We’re, the Customer Company, inspiring the future of business with AI+ Data +CRM. Leading with our core values, we help companies across every industry blaze new trails and connect with customers in a whole new way. And, we empower you to be a Trailblazer, too — driving your performance and career growth, charting new paths, and improving the state of the world. If you believe in business as the greatest platform for change and in companies doing well and doing good – you’ve come to the right place.

About the team:

Partner Program Operations runs the business of the Client partner program within Alliances & Channels at Client. Optimizing the partner program lifecycle from enrollment and onboarding, through program membership benefits & support. Client’s partner ecosystem is a thriving economy, growing and innovating in leaps and bounds. The primary organization’s objectives are to optimize the partner experience, support partners program needs, and scale the way we do business.
You will collaborate with other cross-functional leaders and subject matter experts inside Client, finding ways to drive process documentation and content governance for the business. Your ability to build and nurture cross-functional relationships, cultivate a knowledge-based culture, and inspire excellence will be key to achieving our ambitious goals in the operations space.

About the Role:

Join our Center of Excellence (COE) team within Partner Program Operations as a Content Writer contractor. In this role, you’ll play a crucial part in enhancing our operational efficiency by addressing gaps in our documentation processes. Your primary objective will be to create comprehensive documentation, filling existing gaps in our Standard Operating Procedures and Self-Help Articles.

Work to be Done:

1. Document existing processes comprehensively to facilitate cross-training and knowledge transfer.
2. Identify and address gaps in existing content to ensure a complete and accurate representation of our processes.
3. Enhance the readability and usability of our content, making it more accessible for stakeholders.
4. Collaborate with cross-functional teams to gather subject matter expertise for content creation.
5. Align documentation with upcoming changes in technology and systems to ensure readiness for future process modifications.

Key Performance Indicators (KPIs):

1. Documentation Completeness: Ensure 100% of processes have documented Standard Operating Procedures and Knowledge Articles, reducing escalations/SWARMs related to content gaps to under 3%.
2. Content Accuracy: Maintain high accuracy of information within the documentation, reducing escalations/SWARMs related to content gaps.
3. Readability and Usability Improvement: Demonstrate measurable improvement in the readability and usability of content based on user feedback and assessments.
4. Timeliness: Adhere to agreed-upon timelines for content creation and updates.
5. Cross-Functional Collaboration: Effectively collaborate with cross-functional teams, facilitating successful knowledge transfer.

Required Qualifications:

* Bachelor’s degree in English, Communications, Journalism, or related field.
* Proven experience in content writing, technical writing, or documentation.
* Exceptional writing and editing skills with a keen eye for detail.
* Knowledge of SEO principles and content optimization techniques.
* Ability to translate complex information into clear, concise documentation.
* Experience collaborating with subject matter experts and cross-functional teams.
* Strong organizational skills with the ability to manage multiple projects simultaneously.
* Proficiency in Google Workspace suite and document management tools.
* Excellent communication and interpersonal skills.

Preferred Qualifications:

* Experience in driving large-scale content governance across multiple teams.
* Familiarity with project management methodologies.
* Experience with Salesforce Sales Cloud, Partner Relationship Management & Slack; especially using these capabilities in the context of an Alliances & Channels organization.
* Experience working with Product & IT teams in an Agile methodology.