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Senior Product Education Manager

Apollo


3 weeks ago

Job type: Full-time

Remote (Anywhere)

Hiring from: Anywhere

Category: Product


The Company
 
Apollo.io's mission is to help every business to fulfill their full market potential by connecting companies with amazing solutions with those who need them most. We've built a database of 250 million business contacts and 10 million companies, and our software helps sales and marketing identify and convert their most likely potential customers. We've raised over $10 million from Silicon Valley investors such as Y Combinator, Nexus Venture Partners, SV Angel, and Social Capital, and are profitable and continuously growing. We're headquartered in San Francisco, CA with a brilliant worldwide remote team.
 
Apollo is the foundation of your entire go-to-market strategy.
 
Your Role & Mission
 
As a Senior Product Education Manager, you will have the critical role of educating users and teammates on how, and why, to use the Apollo platform. You crave the opportunity to instruct our users and team and to help them get the most out of our platform. You will be reporting to the Senior Operations Manager.
 
 
Competencies/Key Traits
 
- Excellent written skills in English
- Self-motivated
- Organized and detail-oriented
- Good time-management skills
- Great interpersonal and communication skills
 
Daily Adventures/Responsibilities:
 
- Publish knowledge base articles to educate customers on how to use Apollo
- Write internal knowledge base articles to uplevel the skills of your teammates
- Work closely with the support, success, and sales teams to shape the future of our self help content
- Analyze support trends to understand what content to prioritize
- Record videos to go along with the articles you publish
- Continuously learn more about the Apollo platform and use cases to improve your content
 
Skills and Relevant Experience
 
- 2+ years of experience as a Technical Writer or similar role
- 3+ years of experience in technical writing of software documentation
- 2+ years experience at a SaaS/technology company
- Zendesk experience preferred
- Professional Writing or Creative Writing is a big plus
- Background in engineering or computer science is a big plus
- Ability to translate highly technical information into easily understandable information for customers
- Creative skills and usage of videos, photographs, drawings, diagrams, animation, and charts that increase users’ understanding
 
Expected Outcomes
 
Within the first 1st month:
Familiarize and integrate yourself within Apollo's platform, culture, and business use case
Work with the support and operations team to learn and understand existing processes
 
Within the first 3 months:
Begin taking ownership over the knowledge base and related content
Record videos for key articles
Establish a rhythm with the customer-facing teams to understand their content needs
 
Within the first 4th-6th month:
Complete ownership over the knowledge base and related content
Make and execute on process improvements for the knowledge base
Start establishing a style guide to ensure a consistent voice in all our future content
 
Metrics/KPIs
 
- Number of article views increased by 75%
- Ticket deflections increased by 50%
- Average last updated time of articles decreased by 33%
- Reduce backlog of requested articles by 50%
- CSAT score of 95+ for support tickets deflected by an article
What You'll Love about Apollo
 
Besides the great compensation package and culture that thrives in openness and excellence, we invest tremendous effort to developing our remote employees's careers. The team embraces that we have a sole purpose: to help customers maximize their full revenue potential on the Apollo platform. This mindset opens us up to a lot of creative approaches to making customers successful at scale. You’ll be a significant part of a lean, remote team, empowered to really own your role as a proactive educator. We’re very collaborative at Apollo, so you’ll be able to lean on your teammates, even in adjacent departments, to help you achieve lofty goals. You’ll be supported and encouraged to experiment and take educated risks that lead to big wins. And, you’ll have a whole team remotely by your side to help you do it!

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