Fragomen is seeking a seasoned, dynamic Senior Manager of Client Technology Communications to join our talented Client Engagement team in our Technology & Innovation Lab in Pittsburgh.
As the Senior Manager of Client Technology Communications, you will develop a deep understanding of our technologies (current and planned) and how they apply to our enterprise customers' business goals, technical environments, workloads, and use cases.
You will play a key role in the comprehensive training of our internal legal teams to raise awareness of how our technologies enable us to acquire and retain clients. You will also play a role in the direct training of significant or high visibility clients. You will work closely with the product development team, other communications personnel, analysts, and architects to create detailed product documentation, reference videos, and training courses, to ensure the product documentation fits into a multifaceted but unified enablement journey for Fragomen teams and clients.
Continually and proactively gather information from software developers, designers, and product managers about new features, functionality, and upcoming product changes
Develop accurate, organized, consistent and compelling product positioning and messaging that pushes the envelope on authoring engaging and inspiring communication that gives our users moments of delight without irritating them and differentiates our software products within the marketplace
Actively participate in design and development team meetings and represent the interests of the client engagement team and Fragomen clients
Create customer-facing (internal and external) presentations, whitepapers, product slicks, and other support and enablement content for business development
Deliver product information to promote usage and adoption to the market through publications and analysts, marketing programs, customer notification and awareness campaigns, and in-application marketing efforts
Use the product, procedures and workflows, become an expert user, and provide feedback to product design and development teams
Collaborate cross-functionally to align product documentation with other forms of customer enablement content
Collaborate with Product Management to drive product enhancements
Conduct market research, customer interviews, and competitive analysis
Develop, coordinate, and execute digital marketing campaigns by providing content messaging, coordinating with team members, managing department deadlines, and communicating with key stakeholders
Experience and Skills Required:
7+ years of technical writing experience, as a technical or marketing writer, within the world of teaching, curriculum development, scientific journalism, software development, or SaaS type organization
Experience making challenging, complex ideas, concepts, and tasks understandable and appealing to diverse audiences.
Experience creating documentation in an Agile development environment
Experience with design concepts to ensure communications are visually appealing
Enjoy working within a cross functional team and have the people and communication skills required to do that well. You can also prioritize time to work independently.
Familiarity of programming concepts
Ability to fulfill the information design, writing, and editing components of the role