Technical Writer, Customer Success

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Sales Dev
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1082 Total Views

Company Overview

Looking for a career where you can make a difference? At Mary Kay we are committed to enriching the lives of women and their families around the world, we offer careers with unlimited opportunities to do something beautiful every day. More than 5,000 employees work in locations around the world. They provide the products, marketing and other support to millions of Independent Beauty Consultants (IBCs) who work as independent contractors, selling our products directly to consumers in nearly 40 markets on five continents.

We are a company that believes in our people and cares for them with truly exceptional benefits. We offer:

  • A comprehensive health plan which includes medical, dental, and vision with low premiums
  • 401(k) plan
  • A generous profit-sharing program
  • Free access to on-site fitness center and on-site clinic

 

Job Purpose

A professional writer responsible for facilitating and producing documentation and educational materials to boost the Customer Success Team user experience and ability to respond to Sales Force inquiries.  This role will be responsible for ensuring that Customer Success employees have access to information to driving strong understanding of Mary Kay products, programs, and tools to support HER in her business.  This will include supporting material such as website content, Sales Force knowledge articles, user guides, integration guides, FAQs, and reference materials. 

 

Essential Duties and Responsibilities

  1. Responsible for translating complex data into user-friendly, high-quality documentation text for print and electronic publication.  The documentation created will meet applicable standards and should be easy-to-understand.  Documentation such as interface text, online help and tutorials, and guides intended for use within the Customer Success Team.  This will include materials to support new systems or process changes, the updating of existing training materials and Work instructions, and information required for Sales Force support to be shared with the representatives to support their role. 
  2. Partnering with internal teams such as Product Marketing & Product Education, gaining insight and understanding on upcoming products for release or program changes to support the creation, review & approval of product-related marketing & education material utilized within Customer Success.  Also responsible for partnering with IST and other functions as tools and information evolve to prepare documentation to support the smooth transition.  This includes Product Position Stories, Product Knowledge Workshops, Product Fact Sheets, FAQs, and various system upgrade support documentation.  Creates processes and tools to measure the transfer of information and defines the platform based on the amount of and type of information being documented.  May include the input & review with company-issued product-related response statements and other unique material to address a specific situation. Gathers all pertinent data from established department contacts, determines what information is to be communicated, prepares information for distribution, and communicates the information to the appropriate team members.  Researches and responds to questions from the Service Center about communication details.  Prepares appropriate product-related content as necessary.  
  3. Responsible for ensuring the ongoing reviews of Standard Operating Procedures, Work Instructions, and Product Knowledge training materials to ensure that all content is current and up to date.  Identifies the need for and assists team members with the updating and scripting for materials and other written and/or online communication pieces to support new processes and procedures.
  4. Responsible for coaching and developing staff to ensure the readiness of the team as well as the accuracy and appropriateness of information intended for use by the team.  This could include reviewing materials created by team members or helping to determine appropriate platforms and resources for specific projects. 
  5. As requested, participates in company-sponsored Sales Force product-related functions, such as Seminar, Leadership, Career Conference, and other Sales Force events. 

 

Education: Bachelor’s degree in English, Communication, Journalism, Technical Writing, Teaching or Curriculum Development.   

Experience: 3+ years of related experience plus prior supervisory experience  

 

  1. Must have demonstrated leadership experience and skills.  
  2. Proven work experience in technical writing with the ability to deliver high-quality documentation with strong attention to detail.   
  3. Ability to grasps complex technical concepts and make them easily understandable in text and pictures. 
  4. Excellence written skills in English, Spanish a plus. 
  5. Strong working knowledge of Microsoft Office and various style guides. 
  6. Must possess effective communication skills to interface with leadership, staff, and other departments to do so with accuracy, tact, and adherence to company guidelines.  This includes verbal, written & 1:1, and classroom presentations.
  7. Must possess problem-solving skills, to quickly identify the situation and provide recommendations to staff and/or leadership to successfully resolve an issue in a timely manner. 
  8. Strong interpersonal and relationship skills required to initiate and build relationships and work well with and for others within the department and the Company.  
  9. A wide degree of creativity, flexibility and latitude is expected. Adaptability required to coordinate multiple high-priority projects and meet established deadlines for information distribution and posting.  
  10. Must be able to pass spelling and grammar test to accurately compose communications and internal website postings for Customer Success representatives and other groups within the Company.   

 

Working Conditions

  1. Normal office-based work environment. 
  2. Travel occasionally to attend conferences and potentially between Mary Kay locations. 
  3. May be required to work beyond normal work hours to accommodate workload demands, including but not limited to monthly peak periods, special events functions and type of work may fluctuate to include non-typical roles & activities to meet the needs of the business. 
  4. May occasionally be exposed to heat, cold, and inclement weather conditions during business travel or other special activities. 

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