Content Specialist

Job Description

Responsibilities
We are seeking a Content Specialist to support our various products and platforms, including GolfNow, TeamUnify and GoMotion. The Content, Training and Enablement team is responsible for proactively engaging customers, both internal and external, to ensure a positive experience with our 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 is a new early/mid career level position 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.

This position will be based in our Belfast office but report into our Content team located in Minneapolis, MN, USA. The Content Specialist role is an exciting opportunity to help get in at the ground floor to help build out our customer content in the UK. This role will interact frequently with colleagues in Belfast, Minneapolis and Orlando. In delivering the key objectives of the role, the Content Specialist will;
• 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 user communities.
• Create and edit content for all NBC Sports Next digitalbusinesses, 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.
• Demonstrate 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 NBC Sports Next products.
• Conduct one on one specialized training sessions with clients, when applicable.
• Other duties as assigned.

Qualifications/Requirements
Minimum qualifications & experience:
• 2+ years of experience within an organization creating content
• Experience developing effective training content, including articles, videos, infographics, webinars, and presentations
• Experience engaging across departments to gain insights and feedback on content needed for customer retention as well as internal employee development and training
• Excellent written and verbal communication with outstanding attention to detail
• Demonstrable time management skills and ability to balance multiple priorities

Additional skills & experience that would be advantageous:
• Bachelor's Degree in a relevant field
• 2+ years of experience 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
• Familiarity or experience within the sports industry, in particular youth sports or golf.
• A level of comfort with being on camera/ participation in recorded content.
• Experience with Adobe Suite, including Adobe Editing.

Jobcode: Reference SBJ-d89k1m-3-138-105-124-42 in your application.