Great Place to Work Hiring for Manager, Customer Communication and Education at Remote Full Time

POSITION: Manager, Customer Communication and Education
LOCATION: Remote
Great Place to Work® is a global people analytics and consulting firm that helps companies of all sizes produce better business results by focusing on the work experience for every employee—our research shows there’s a clear and direct relationship between employee engagement and financial performance. Over the past 25 years, we have captured the views of more than 100 million employees globally, helping organizations around the world identify and build high-trust, high-performance cultures. Powered by decades of research, Emprising®, our Software-as-a-Service survey and analytics platform, empowers companies with access to the assessments, data, and real-time reporting needed to help them create a meaningful impact on their business, their people, and their culture. Through our certification programs, we recognize outstanding workplaces and produce Fortune’s annual list of the 100 Best Companies to Work For, as well as a variety of other Best Workplace rankings in the United States and in more than 60 other countries. Everything we do is driven by our mission: to build a better world by helping every organization become a Great Place to Work For All by the year 2030. Great Place to Work is proud to be Certified as a Great Place to Work by its employees!
In 2021, Great Place to Work® was acquired by UKG (Ultimate Kronos Group). As a leading global provider of HCM, payroll, HR service delivery, and workforce management solutions, UKG believes organizations succeed when they focus on their people. UKG has more than 13,500 employees around the globe and is known for its inclusive and supportive workplace culture, and best-in-class rewards and benefits.
Position Summary
We are looking for a passionate, growth-oriented, and resourceful content creator to join our Customer Lifecycle team. We need someone great at both strategic thinking and hands-on execution. If you’re a humble but confident individual with a high EQ and a people-first mentality, keep reading!
This role has three key responsibilities: Customer Communication, Education, and Activation. The ideal candidate has a solid understanding of content development and distribution for a variety of mediums, seeing and bringing to life great storytelling that aligns to our brand. You’ll rely heavily on your business instincts, strategic thinking abilities, expertise in content strategy to craft programs that help our customers realize the full value of their partnership with Great Place to Work.
You’ll possess strong collaboration skills to work across the organization on content development and deliverables. You’re able to hear soundbites of brilliance from people around the business and are comfortable shaping that message to deliver it in a way that resonates with customers. You thrive on feedback and data, especially when it’s coming directly from our customers.
You’re flexible in your approach and focus, and evolve your strategy to meet the market, trends, and opportunity. You can envision a cohesive content strategy and deliver it. You are an excellent writer, able to source, edit and deliver content as needed. You’re an expert at repurposing and recycling content.
Most of all, you see the power of the mission of Great Place to Work and are all-in on changing the world through the workplace.
Key Responsibilities

• Develop a deep understanding of our customers, our products, and our model and methodology
• Capture the voice of Great Place to Work, convey complex information for customers in an easily digestible way that compels them to take action. Craft all types of customer communications including emails, landing pages, promotional campaigns, toolkits, one-pagers, video scripts, webinar decks/scripts, and social media.
• Work with other teams, e.g., research, product, product marketing, sales to collaborate on content that will increase customer conversion, activation, retention, and expansion
• Own and continually update our Knowledge Base (product training database of articles and videos) in partnership with Customer Support and Customer Success
• Create compelling educational content in several different categories including product use and adoption; research and thought leadership; and HR industry best practices. Previous experience in SaaS tech and/or HR and People industries is a big plus.
• Lead the development and delivery of customer-oriented programming, including on-demand training and education, live broadcasts, and in-person events. Provide coaching for speakers so that they deliver content in an impactful and meaningful way.
• Create robust Customer Activation programs to activate, engage and retain customers.
• Help develop ways to track and measure the effectiveness of training and events (attendance, feedback etc.), including post-training usage metrics
• Reuse and repackage older content and thought leadership.

Experience Requirements

• 5-7 years of experience leading content strategy and development
• Background in SaaS tech, HR and People industry, Product or Customer roles at SaaS orgs also a strong plus
• A great listener, with a “customer-first” mindset
• Entrepreneurial mindset and willingness to challenge the status quo, while seeing the positive and opportunities in challenges
• Expert at building relationships and working cross-functionally
• A pulse on the latest digital and cultural trends, how to create helpful and useful content, and how to match the right mediums, formats, and messages to each channel

• Please note this job description is not designed to cover or contain an all-inclusive list of activities, duties, or responsibilities that are required for this job

Great Place to Work is an Equal Opportunity Employer. We aim to create and foster a Great Place to Work For All where we respect and seek to empower each individual and support the diverse cultures, perspectives, skills, and experiences within our workforce
The preceding functions may not be comprehensive in scope regarding work performed by an employee assigned to this position classification. Management reserves the right to add, modify, change or rescind the work assignments of this position. Management also reserves the right to make reasonable accommodations so that a qualified employee(s) can perform the essential functions of the position.

Job Type: Full-time