Customer Content Specialist

Job description

We are seeking a talented and proactive Customer Content Specialist to join our Customer Experience team at Quickbase. This role will be instrumental in developing and maintaining high-quality content for both customers and internal customer-facing teams, supporting our CX Programs and Plays while driving product adoption for both Quickbase and Fastfield products. The ideal candidate will have experience with Gainsight and be well-suited to create content that is distributed to customers via the Gainsight platform.

Job Overview

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

Required Skills

Preferred Skills

Role :   Editor / Content Analyst

Industry Type :   IT Services & Consulting

Department :   Content, Editorial & Journalism

Employment Type :   Full Time, Permanent

Role Category :   Editing (Print / Online / Electronic)

Education

UG :   Any Graduate

PG :   Any Postgraduate

Skills Required

C Sharp, VCM, Digital Marketing, Email Marketing