Training & Content Manager

The job overview for this role is that the qualified candidate will be responsible for producing and managing all content and training materials for the Customer Experience team at Envoy. This includes creating assets for the Envoy Help Center, Youtube, CSM/AE, and Support content. The goal is to improve the customer experience and drive adoption of Envoy products and services. The ideal candidate will have experience in launching an external learning management system and will be able to track and measure the effectiveness of all assets. They should also have a passion for technical writing, customer enablement, and teammate training. This is a hybrid position that requires at least 3 days a week in the Austin office.

• Own the production and management of all content and training material for the Customer Experience team
• Establish, own, and track performance metrics for all content and training materials
• Develop and launch an external Envoy Academy LMS system for customers
• Produce interactive and self-paced e-learnings and assessments
• Strategically combine training modules into customer learning journeys
• Ensure all training and customer enablement content is kept up-to-date
• Build strong relationships with Customer Success Managers, Marketing, Product, and Engineering
• Ensure high attention to detail and uphold a standard of excellence for all content created
• Collaborate with Support to develop a deep understanding of products and create role-based training modules
• Have 5+ years of work experience in a customer support and/or customer success org in a content-based function
• Experience in launching an external LMS system for end users
• Experience with customer support help centers, community forums, etc
• Passion for tracking and iterating on the efficacy of customer assets
• Methodical, highly organized, and detail-oriented
• Great problem-solving abilities and a genuine interest in learning new technology and documenting best practices

• 5+ years of work experience in a customer support and/or customer success org in a content based function (creating, copywriting, editing, facilitation or similar) ideally working for a SaaS startup; instructional design experience preferred.
• Experience in launching an external LMS system for end users
• Experience with customer support help centers, community forums, etc
• A love of numbers - passion for not only launching new customer assets but enthusiasm for tracking and iterating on its efficacy
• Methodical, highly organized and detail oriented, working with a high level of accuracy
• Great problem-solving abilities -- a curious nature and a genuine interest in learning new technology and documenting best practices

• A high degree of trust in your ideas and execution
• An opportunity to partner and collaborate with other talented people
• An inclusive community where you feel welcomed and cared for as a person
• The ability to make an immediate impact helping customers create a great workplace experience
• Support for your personal and professional growth
• Market competitive salary
• Equity for all full-time roles
• Great benefits
• Compensation package includes expected cash compensation of $100,300 - $118,150 (Annually) for the role located in Austin, Texas
• Multiple levels and backgrounds for hiring, so final offers may vary within the provided range based on experience, expertise, and other factors