Customer Content Specialist

Sportsengine Minneapolis , MN 55415

Posted 3 months ago

SportsEngine, Inc., an NBC Sports Group company, and leading provider of Sport Relationship Management (SRM) software is hiring a Customer Content Specialist in our NE Minneapolis office. The Customer Content Creation team is responsible for proactively engaging customers to ensure a positive experience with the SportsEngine platform. Partnering with stakeholders from across the company and our customers, the Customer Content Creation Specialist will showcase the best of our existing resources and evolve them into a foundational curriculum serving customers 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 position is located in Minneapolis, MN.

This is a new entry-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 customers and their needs, and the experience to lay a solid foundation of engagement resources on which we can quickly build, iterate, and scale.

Each day, hundreds of thousands of volunteer coaches, directors, and managers positively impact the lives of millions of athletes through sports. In addition to teaching them about their sports, they also impact their lives by teaching them lifelong values of working hard, being honorable, and treating each other like family.

At SportsEngine, our mission is to help make these volunteer's lives easier by building world-class technology solutions to help them spend less time running their organization and more time putting smiles on the faces of these athletes. To us, they are heroes.

We're looking for people who not only believe in our mission, but have a passion for craftsmanship. We're one of Minnesota's Top 100 Companies to Work For, provide only the best facilities and equipment, offer competitive pay, great benefits, and the opportunity to go home each night knowing you truly made a difference in the lives of heroes.

Join us.

Customer Content Creation Role and

  • Work cross-functionally to assess current engagement resources as well as short, medium and long-term engagement 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 the use of SportsEngine's user community.

  • Develop and deliver resources for initial customer onboarding, continuing education for existing customers 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.

  • Collaborate with 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 SportsEngine products.

  • Conduct one on one specialized trainings with clients, when applicable.

Customer Content Specialist Qualifications and

  • Bachelor degree with 1-2 years of experience, preferably in a SaaS business or technology field

  • Prior experience in a customer experience or training role

  • Experience developing effective training content, including articles, videos, infographics, webinars, and presentations.

  • Youth sports organization board member and/or coaching experience

  • On camera experience is a plus

  • Experience with Adobe editing desired

Equal Employment Opportunity

SportsEngine is committed to equal employment and advancement opportunity for all employees and candidates for employment without regard to race, color, ancestry, national origin, religious creed, gender, physical or mental disability, veteran status, sexual orientation, age or marital status in accordance with the applicable laws and regulations.

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Customer Content Specialist