About the role
BA/BS degree in client education, product enablement, instructional design, training, communications, customer success, or related field; 5+ years experience in product education, client enablement, technical writing, knowledge management, instructional design, product adoption, or related field; experience with complex B2B software, SaaS, ticketing, venue operations, event operations, or workflow-intensive technology; experience creating client-facing documentation, playbooks, job aids, workflow guides, learning content, or product adoption resources; experience supporting product releases, GTM initiatives, feature adoption, advanced training, webinars, or client workshops; experience with knowledge management, content lifecycle management, taxonomy, metadata, search optimization, or learning management platforms; experience using generative AI tools for content development, analysis, classification, or workflow improvement with appropriate human review; strong understanding of complex software workflows, business processes, user personas, and product adoption challenges; excellent technical writing, editing, presentation, facilitation, and plain-language communication skills; ability to create practical, audience-specific content, including articles, playbooks, checklists, job aids, tutorials, and learning resources; knowledge of information architecture, taxonomy, metadata, search optimization, content governance, and content lifecycle management; ability to structure accurate, current, searchable, reusable content for users and future AI-enabled search or chatbot experiences; proficiency using generative AI tools to support content analysis, drafting, summarization, tagging, search-gap analysis, and workflow improvement; understanding of AI risks, including hallucinations, outdated information, privacy concerns, unsupported answers, and the need for human validation; strong client-facing and cross-functional collaboration skills, with the ability to influence without formal authority; strong project management, prioritization, organizational, and problem-solving skills; ability to use search, support, engagement, and adoption data to identify knowledge gaps and improve education resources; ability to manage multiple priorities and adapt to changing products, processes, and release timelines; proficiency with Microsoft Office or comparable productivity, collaboration, project management, content, analytics, and communication tools.
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