Customer Success Digital Content Specialist

Thomson Reuters Corporation • Ann Arbor, MI

36d • Hybrid

About The Position

Are you passionate about creating impactful digital learning experiences? As a Training Materials Content Specialist, you'll play a strategic role in driving customer engagement and product adoption by curating, creating, packaging, and publishing content for digital, scale, and self-service channels. You'll collaborate with Customer Success Managers (CSMs), Product, Product Marketing, Support, Enablement, Training, Education, and other teams to deliver high-quality, accessible learning solutions. About the Role In the role of Customer Success Digital Content Specialist, you will: Curate, adapt, create, package, and publish content in multiple formats (videos, scripts, guides, e-learning, presentations, ) for training, digital engagement and self-service use. Partner with CSMs, Product, Product Marketing, Support, Enablement, Training, Education, and other teams to identify learning needs and ensure content relevance. Leverage AI, automation, and analytics to scale content creation, personalise learning experiences, and drive continuous improvement. Track KPIs such as content completion rates and engagement metrics to measure and optimize training and engagement effectiveness. Lead and coordinate digital and training content development projects and tasks, managing timelines, resources, and stakeholder communications. Co-develop standards and measurement tools to assess and maintain the quality of content. Ensure content is accessible, accurate, and up to date, reflecting the latest product features and customer needs. About You You are a fit for the role of Customer Success Digital Content Specialist if you have:

Requirements

• Bachelor's degree in English, Journalism, Marketing, Technical Communications, Education Technology, Business, Graphic Design, UX/UI or equivalent experience.
• Experience and familiarity with content creation, management, collaboration, video editing and product adoption tools (e.g., Teams, SharePoint, Camtasia, Adobe Creative Suite, Articulate 360, Kaltura, Vidyard, Pendo, iMovie, Figma, Power Automate or similar platforms)
• Strong written and verbal communication skills, including the ability to write effective instructional text and audio/video scripts.
• Creative thinker, open to change, and quick learner when facing new challenges.
• Strong attention to detail and proven project management and organisational skills.
• Ability to work autonomously and collaboratively, prioritising tasks and meeting deadlines.
• Writing samples

Nice To Haves

• Recognised certificate or coursework in Instructional Design is an asset.
• Experience or background creating content for corporate SaaS B2B software, preferably for professionals such as legal or tax professionals, is a plus.
• Product knowledge of Cocounsel, Westlaw, Practical Law, Checkpoint, Clear or other Thomson Reuters products is highly desirable.

Responsibilities

• Curate, adapt, create, package, and publish content in multiple formats (videos, scripts, guides, e-learning, presentations, ) for training, digital engagement and self-service use.
• Partner with CSMs, Product, Product Marketing, Support, Enablement, Training, Education, and other teams to identify learning needs and ensure content relevance.
• Leverage AI, automation, and analytics to scale content creation, personalise learning experiences, and drive continuous improvement.
• Track KPIs such as content completion rates and engagement metrics to measure and optimize training and engagement effectiveness.
• Lead and coordinate digital and training content development projects and tasks, managing timelines, resources, and stakeholder communications.
• Co-develop standards and measurement tools to assess and maintain the quality of content.
• Ensure content is accessible, accurate, and up to date, reflecting the latest product features and customer needs.

Benefits

• Hybrid Work Model: We've adopted a flexible hybrid working environment (2-3 days a week in the office depending on the role) for our office-based roles while delivering a seamless experience that is digitally and physically connected.
• Flexibility & Work-Life Balance: Flex My Way is a set of supportive workplace policies designed to help manage personal and professional responsibilities, whether caring for family, giving back to the community, or finding time to refresh and reset. This builds upon our flexible work arrangements, including work from anywhere for up to 8 weeks per year, empowering employees to achieve a better work-life balance.
• Career Development and Growth: By fostering a culture of continuous learning and skill development, we prepare our talent to tackle tomorrow's challenges and deliver real-world solutions. Our Grow My Way programming and skills-first approach ensures you have the tools and knowledge to grow, lead, and thrive in an AI-enabled future.
• Industry Competitive Benefits: We offer comprehensive benefit plans to include flexible vacation, two company-wide Mental Health Days off, access to the Headspace app, retirement savings, tuition reimbursement, employee incentive programs, and resources for mental, physical, and financial wellbeing.
• Culture: Globally recognized, award-winning reputation for inclusion and belonging, flexibility, work-life balance, and more. We live by our values: Obsess over our Customers, Compete to Win, Challenge (Y)our Thinking, Act Fast / Learn Fast, and Stronger Together.
• Social Impact: Make an impact in your community with our Social Impact Institute. We offer employees two paid volunteer days off annually and opportunities to get involved with pro-bono consulting projects and Environmental, Social, and Governance (ESG) initiatives.
• Making a Real-World Impact: We are one of the few companies globally that helps its customers pursue justice, truth, and transparency. Together, with the professionals and institutions we serve, we help uphold the rule of law, turn the wheels of commerce, catch bad actors, report the facts, and provide trusted, unbiased information to people all over the world.
• Thomson Reuters offers a comprehensive benefits package to our employees. Our benefit package includes market competitive health, dental, vision, disability, and life insurance programs, as well as a competitive 401k plan with company match. In addition, Thomson Reuters offers market leading work life benefits with competitive vacation, sick and safe paid time off, paid holidays (including two company mental health days off), parental leave, sabbatical leave. These benefits meet or exceeds the requirements of paid time off in accordance with any applicable state or municipal laws. Finally, Thomson Reuters offers the following additional benefits: optional hospital, accident and sickness insurance paid 100% by the employee; optional life and AD&D insurance paid 100% by the employee; Flexible Spending and Health Savings Accounts; fitness reimbursement; access to Employee Assistance Program; Group Legal Identity Theft Protection benefit paid 100% by employee; access to 529 Plan; commuter benefits; Adoption & Surrogacy Assistance; Tuition Reimbursement; and access to Employee Stock Purchase Plan.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Industry: Publishing Industries
• Number of Employees: 5,001-10,000 employees