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Customer Success Content Specialist

| Seattle
The Role
Our Customer Success Team is looking for a strong writer with visual design skills to translate post-sales conversations into resources that our CSMs can use to engage customers. In this role, you will partner with stakeholders on multiple teams to become a subject matter expert in our product and processes. You’ll take ownership of building and maintaining materials that our team will rely on to drive adoption, retention, and strategic initiatives. As the CS Content Specialist, you’ll also define and implement a strategy for storing and organizing the materials that the team is using. Outreach is growing quickly, so an important part of this high-impact role will include tailoring content for one-to-many engagements and automated communications.
About the Team
When the question is asked, “What kind of company are you?” our answer will always be, “We are a success company - we are here to make our customers successful.” The Customer Success team is at the core of Outreach. We focus on driving real business impact for customers, not just supporting the technical specs of our product. CSMs are expected to coach customers to optimize their sales strategy to take advantage of best practices. We're one of the largest teams at Outreach and we work to connect cross-functional stakeholders from product, marketing, and even engineering with customers. The ownership is tangible on this team - our customers' pain is our pain and their win is our win.

Your Daily Adventures Will Include

  • Develop subject matter expertise in Outreach product capabilities and Success processes
  • Partner with Customer Success and Professional Services to understand customers, their stakeholders, and their problems deeply
  • Create playbook slide decks, email templates, one-pagers, and customer-facing content across various formats that empower CSMs and CEMs to be more effective in their customer engagements
  • Proactively engage with Customer Success and Professional Services stakeholders to gather feedback on messaging and use feedback to further optimize messaging
  • Coordinate with Sales and Success Enablement to roll out new or changed messaging to our teams
  • Develop and own internal content structure to ensure post-sales teams can quickly find and use the content they need
  • Create and maintain Templates and Snippets in our internal Outreach instance to maximize CSM productivity 
  • Maintain the full catalog of Success content for accuracy, taking into account product updates, changes in strategy, and feedback from Outreachers as they test the content during customer interactions
  • Contribute to defining and refining the initiatives, methodologies, assets, and programs within the Customer Success team
  • Drive problems and roadblocks to resolution with minimal assistance

Basic Qualifications

  • 3-5 years experience working with clients in a customer success or account management capacity
  • Experience documenting SaaS products and vision for customer-facing resources
  • Excellent verbal and written communication skills in the English language, including grammar, spelling and punctuation
  • Adept in transforming concepts and processes into visually pleasing, digestible, and memorable content
  • Proven self-starter that is able to come up to speed on products and processes with minimal assistance
  • Strong collaboration skills and track-record of working cross-functionally to ensure alignment Genuine passion for making other people successful, both Outreach customers and your fellow teammates
  • Experience creating and managing content in the technologies we use, including:G Suite, Confluence, Showpad and Outreach
  • History of implementing processes, methodologies, programs or frameworks that improved team performance

Why You’ll Love It Here
• 100% medical, dental, and vision coverage for full-time employees
• Unlimited PTO (and people actually use it!)
• 401k to help you save for the future
• Company-organized and personal paid volunteer days to support the community that supports us
• Fun company and team outings because we play just as hard as we work
• Diversity and inclusion programs that promote employee resource groups like OWN (Outreach Women's Network)
• A parental leave program that includes not just extended time off but options for a paid night nurse, food delivery, gradual return to work, and the Gottman Institute's Bringing Home Baby course for new parents
• Employee referral bonuses to encourage the addition of great new people to the team
• Plus, unlimited snacks and beverages in our kitchen

Read Full Job Description

Location

Our Lower Queen Anne office is located along the beautiful Elliott Bay waterfront north of Belltown, near Myrtle Edwards Park.

What are Outreach Perks + Benefits

Culture
Volunteer in local community
Outreach organizes quarterly events for employees to volunteer together in the community. We also offer paid time off for volunteer days.
Friends outside of work
Eat lunch together
Intracompany committees
Outreach offers amazing groups such as OWN (Outreach Women's Network), Gals & Sals, and a Diversity & Inclusion committee that offer networking and development opportunities, and host fun events.
Daily stand up
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Pair programming
Open office floor plan
Diversity
Diversity manifesto
Health Insurance & Wellness Benefits
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
All employees receive a basic life insurance plan at the $100,000 level. Employees can elect voluntary life insurance if they would like additional coverage beyond the $100,000 level.
Retirement & Stock Options Benefits
401(K)
Company Equity
Child Care & Parental Leave Benefits
Generous Parental Leave
Flexible Work Schedule
Acme Co. provides employees with a flexible work schedule that includes Flexible start and end times.
Family Medical Leave
Return-to-work program post parental leave
Vacation & Time Off Benefits
Unlimited Vacation Policy
Generous PTO
Outreach offers unlimited PTO.
Paid Volunteer Time
Paid Holidays
Paid Sick Days
Outreach offers unlimited PTO.
Perks & Discounts
Beer on Tap
Casual Dress
Commuter Benefits
Company Outings
Stocked Kitchen
Happy Hours
Parking
Pet Friendly
Relocation Assistance
Professional Development Benefits
Job Training & Conferences
Diversity Program
Lunch and learns
Cross functional training encouraged
Promote from within
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