Customer Training & Development Content Manager

Dallas TX
30+ days ago

Job Description

In this role, you will drive the creation and management of training content designed to enable our customers to optimally leverage the TripActions Travel & Spend Management platform. You will work closely with internal stakeholders to understand key customer personas, identify learning objectives, and develop persona-based learning paths for the TripActions Academy. As part of the TripActions Customer Success organization, the content you create will help to provide our customers with the skills to effectively self-serve, helping us to drive successful customer relationships at scale.

What You'll Do:

  • Create role-based training content (modules) for TripActions key customer personas, including administrative roles (Travel and Finance Managers) as well as end-users
  • Strategically combine training modules into customer learning journeys to achieve various customer objectives and elevate skills
  • Ensure high attention to detail and uphold a standard of excellence for all content created, including grammar, formatting, voice, tone, and visuals
  • Leverage Salesforce Trailhead software to load, edit, and publish all content to the TripActions Academy
  • Follow the TripActions style guide to ensure all content produced is consistent with our established voice and tone
  • Ensure all training content is kept up-to-date, publishing new versions or retiring content as needed
  • Contribute to the customer enablement strategy, generating ideas for relevant new training content
  • Ensure proper organization and tagging of all content in the TripActions Academy
  • Build strong relationships with Customer Success Managers to cultivate a deep understanding of customer personas and objectives
  • Build strong relationships with TripActions product specialists to ensure deep understanding of TripActions products and functionality

What We're Looking For:

  • 3+ years of experience in instructional design (or related experience in developing educational content for a technical audience), content development, or other professional writing experience
  • Excellent project management skills with ability to plan, manage, and deliver projects in accordance with set deadlines
  • Excellent attention to detail with strong copywriting and copyediting skills
  • Ability to assess content, identify opportunities to improve it for a particular audience or business need, and make the necessary changes to the content
  • Ability to generate innovative ideas, design and execute a project plan, and work with a cross-functional team of stakeholders as needed
  • Ability to adapt to evolving timelines and priorities
  • Bachelor's degree strongly preferred

Nice to have:

  • Experience with building and managing content in the Trailhead learning platform
  • Familiarity with course development methodologies
  • Experience with training and skill certifications


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