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Customer Success Technical Content Manager

| Greater Denver Area

The Customer Success team at Accelo is looking to add a Customer Success Technical Content Manager to their growing team! We’re looking for a candidate who has keen attention to detail, organized beyond belief and who can work well both independently and cross team.Enhancing a customers experience should be your number one passion. If this sounds like you, keep reading.

Accelo is a SaaS platform that streamlines and automates service operations in small to medium-sized businesses, often doubling profitability and reducing the chaos and confusion experienced by people working in professional service businesses. This is a new role for our fast-growing business and carries with it the exceptional opportunity to get in early as a formative part of our startup journey while benefiting from having a strong, proven product and resources thanks to our recent investment.

What you’d be doing:

  • Responsible for creating, improving and maintaining content in the Accelo Online Knowledge Center
  • Write new technical documentation, how-to guides, FAQs, and user manuals as new product features are released
  • Write scripts, record and conduct how-to-video content
  • Collaborate with SME’s cross team and cross functions for participation and contribution to content
  • Manage back-end analytics on how Accelo users consume the content and surface metrics to management for optimization purposes
  • Partner with other departments to implement in-app guides & content
  • Partner with product team to time release of new content with product releases
  • Maintain brand standards, consistency and update screen shots as product evolves
  • Process for removal of irrelevant and outdated content
  • Ability to change format of content based on user behavior in both the product and the website
  • Optimize content according to SEO

What do we need from you?

  • Bachelor’s degree in English, Technical Writing, Information Systems or related field or equivalent work experience
  • 2 + years’ work experience as a Technical Writer in SaaS software space
  • Proficient with Agile software development such as Jira and Confluence experience with screen capture software such as SnagIt or other screencast recording and editing software
  • Ability to identify behavioral and knowledge gaps and develop documentation to address them
  • Strong analytical and problem-solving skills, with a strong passion for innovation and a great user experience
  • Strong attention to detail with the ability to distill complex information into clear and concise text
  • Ability to work independently as well as with teams
  • Excellent writing and verbal communication skills
  • Basic technical knowledge of HTML and web publishing
  • Knowledge of SEO and web traffic metrics

Bonus Points for:

  • Experience using in-app tools such as Appcues, Pendo, WalkMe or Aptrinsic
  • Knowledge of Google Analytics or Heap Analytics

Why working here is F*&!#@N awesome!

  • Get in on the ground floor of growing company with a clear vision to scale in the Denver area.
  • A fun, creative and collaborative work environment with playful yet hyper-motivated peers.
  • 360 degree views of the Rockies, city, and skyline from the 19th floor of a centrally located downtown office with a world class gym and bicycle storage.
  • Amazing benefits including fully covered individual healthcare, RTD EcoPass for convenient and environmentally conscious commutes, Friday social activities, and more!
  • Kitchen stocked with snacks & drinks, a plethora of caffeinated options, and Friday catered lunch, just don’t blame us if you gain a pound or two and can’t sleep :)
  • Accelo is committed to hiring a diverse workforce as it helps us make better decisions, succeed faster, and better serve our global clients.
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Location

999 18th St. Suite 1201 , Denver , CO 80202

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