Education Content Specialist

  • London, UK
  • Employees can work remotely
  • Full-time
  • LOCATION: London

Company Description

Traackr is a global technology company with offices in San Francisco, New York, Boston, Paris and London. Our influencer marketing platform enables brands to find, manage and analyze their influencer programs across all major social media channels.  Our clients include  L'Oréal, Samsung, Riot Games, Revlon and Google.

We have fostered a culture that empowers our team to spend every ounce of energy towards solving our customers’ problems and lifting their businesses through influencer marketing. It’s our method that tames the madness. Come join our incredible team!

Job Description

Traackr is looking for an Education Content Specialist to join our Customer Success Operations Team. The Content Specialist will be responsible for developing and maintaining educational and training material for our customers.  

As a Content Specialist, you will help shape the Traackr customer onboarding and support experience by enhancing our current programs that drive product adoption & bolster retention.

We’re looking for someone who can continue to enhance an excellent training experience – both live & scaled – that empowers our users and helps them realize the full potential of Traackr. You will own the customer education aspect of our Customer Success team and will be responsible for both written and video content creation. This unique role requires skills and experience at the intersection of customer training, deep product expertise, and an understanding of the assets needed for a customer success team. 

You’ll work cross-functionally to assess and understand customer needs and company priorities to establish a customer and enablement roadmap, calendar, KPIs/metrics, and assessment criteria. You will create, execute and manage a wide range of customer content including training videos and decks, help resources, and tools, including micro-videos, self-service courses, and learning paths, to full certification. In addition, you’ll also manage a wide variety of customer-facing content including in-platform walkthroughs to customer knowledge bases and guides. 

You’ll have previous experience in the entire lifecycle of educational content creation including writing scripts, recording videos, and editing content. Traackr has a very comprehensive feature set along with rapidly changing tech capabilities, so you’ll be adept at editing existing content on a regular basis to align with the current platform. 

A top-notch Content Specialist will demonstrate excellent project management skills and be passionate about customer education. 

What you’ll do:

  • Become a subject matter expert on the Traackr platform with in-depth knowledge of customer use cases and best practices

  • Manage all enrollment, notifications, and escalation events from customers using our e-learning platform.

  • Build and directly manage our customer education resources: including writing scripts, editing videos, ownership of the product integration work,  monitoring metrics, and third-party applications

  • Design and implement programs that include in-app messaging and workflows, video content, webinars, campaigns, and a certification program

  • Work cross-functionally with customer success, product, marketing, and support to create and deploy content and implement new initiatives

  • Conduct regular assessments, as well as tests to identify education needs – from the customer, from the support team, or from reports and metrics

Qualifications

The ideal candidate for this role:

  • Bachelor’s degree or equivalent work experience

  • 2+ years of relevant experience in customer education or related fields

  • Excellent written and verbal communication skills both internally and externally across multiple geographies. Exceptional proficiency in written and spoken English. Other languages are a plus.

  • Proficiency in marketing/influencer marketing methodology.

  • Experience developing & optimizing learning content, including content roadmaps, effectiveness metrics, and certification program development. Experience with using e-learning authoring tools to create training courses is a plus!

  • Strong project management skills to get cross-functional initiatives off the ground and keep them moving forward

  • Experience implementing and managing a Learning Management System

  • Working knowledge of customer enablement, education, training techniques, and best practices

  • Experience producing video content and e-learning courses (Captivate, Adobe Premiere, Camtasia, Articulate 360, or other course authoring tools). Along with your resume, send or point us to an example of content you've developed, such as product tutorials

  • Demonstrated ability to understand customer persona and segments, their specific needs, and deliver the right education and enablement resources at the right time

  • Demonstrated ability to translate technical concepts and business initiatives into creative and effective content, courses, learning paths, and metrics

  • Ability to work individually and remotely and to collaborate within a team environment to achieve your goals.

Additional Information

All your information will be kept confidential according to EEO guidelines.