Content Specialist

Job Description

Responsibilities

NBC Sports Digital and Consumer Business is hiring a Content Specialist. The Content, Training and Enablement team is responsible for proactively engaging customers, both internal and external, to ensure a positive experience with our various products and platforms. Partnering with stakeholders from across the company and our customers, the Content Specialist role will showcase the best of our existing resources and evolve them into a foundational curriculum serving customers and employees at all levels of expertise. The success of this position will be measured by a reduction in cost per support case, an increase in net promoter score and decrease in churn.

This position is within the Customer Success department and requires a self-starter who knows how to deliver results using tools of their own design and available industry technology. The ideal candidate for this position will be a customer experience professional with a proven track record of building and executing successful engagement functions in an organization. The candidate should be willing to have both a strategic and operational outlook, a collaborative work style, an understanding of our customer and employees' needs, and the experience to lay a solid foundation of engagement resources on which we can quickly build, iterate, and scale.

Content Specialist Role and Responsibilities:
• Work cross-functionally to assess current engagement resources as well as short, medium and long-term content needs.
• Conceive and plan overall customer experience strategy, both short-term and long-term. This strategy may include such delivery options as inline product guides, knowledge-base content, live and remote courses, virtual classrooms and the use of SportsEngine's user community.
• Create and edit content for all NBC Digital Sports businesses, including but not limited to product demonstrations, sales driven content, and training video content, from rough-cut to delivery
• Develop and deliver resources for initial customer onboarding, continuing education for existing customers and employees and deep dive-material for advanced users.
• Aggregate and produce training assets from existing and new resources.
• Conceive, produce, edit, and publish videos, articles, documents, and other training media.
• Collaborate with Product Managers on potential product enhancements based on customer feedback and user data.
• Must have a keen eye for detail and be sure all projects support the brand and appeal to the core audience
• Collaborate with the Product Marketing Team when communicating product enhancements to customers and field enablement messaging to the Sales, Account Management, Services, and Support Teams to enhance employee engagement with SportsEngine products.
• Conduct one on one specialized training sessions with clients, when applicable.
• Other duties as assigned.

Qualifications/Requirements
• 2+ years of experience within an organization creating content
• Excellent written and verbal communication with outstanding attention to detail
• Demonstrated time management skills and ability to balance multiple priorities

Desired Characteristics
• Bachelor's Degree, preferred
• 2+ years of experience, preferably in a SaaS business or technology field
• Entrepreneurial approach with adaptable, change-oriented mindset
• High-achieving, self-starter that thrives in a fast-paced, collaborative environment
• Prior experience in a customer experience or training role
• Experience developing effective training content, including articles, videos, infographics, webinars, and presentations.
• Previous experience engaging across departments to gain insights and feedback on content needed for customer retention as well as internal employee development and training
• Youth sports organization board member and/or coaching experience, a plus
• On camera experience is a plus
• Experience with Adobe Suite, including Adobe Editing desired

Jobcode: Reference SBJ-g3k73n-18-191-228-88-42 in your application.