U.S. Bank talech - Customer Success Content Manager in Palo Alto, California
At U.S. Bank, we're passionate about helping customers and the communities where we live and work. The fifth-largest bank in the United States, we’re one of the country's most respected, innovative and successful financial institutions. U.S. Bank is an equal opportunity employer committed to creating a diverse workforce. We consider all qualified applicants without regard to race, religion, color, sex, national origin, age, sexual orientation, gender identity, disability or veteran status, among other factors.
Job Descriptiontalech is an innovator in the POS space for small and medium businesses (SMB). The Palo Alto-based software company helps SMB, predominantly in the Retail, Restaurants and Services verticals simplify operations and make better decisions through an integrated point-of-sale system. In late 2019 it was acquired by US Bank and is now a division of the company. Within US Bank, talech is tasked with leading the charge on the digital transformation required to enable the development and execution of a comprehensive digital experience for SMBs where the interface to the customers is the talech POS and from it a comprehensive set of additional solutions (software and banking alike!) are enabled to the customers.
The primary objective of the Customer Success function is to ensure our customers maximize the value they service from the solutions they acquired from us, while making them raving fans of the company and/or our partners. Based on that initial delight and success the CS team supports motions to expand the customer’s solution-set to provide more value to them as well as more revenue to the company.
Under the responsibility of the Customer Success function are all post-sales activities including customer onboarding, ongoing technical and application support, customer and partner training, customer management, program expansion, customer value capture, and more.
talech seeks to expand its talented Customer Success management team with an experienced customer storyteller who is passionate about creating a consistent customer journey. The Customer Success Management organization provides continuous guidance to our customers to enhance the way they extract value from the solutions they have by expanding adoption, improving usage, easing operations, and ultimately renewing and extending their relationship with us to create a customer for life.
The CS content manager will be responsible for creating a consistent voice to the customer and will be the lead on creating innovative customer programs that help talech engage beyond the initial point of purchase. Working closely with the CSM team, marketing, knowledge and training, and product GTM teams, you’ll support opportunities for customers to share their story, devise plans to distribute that content through various channels, and enable the teams on strategies that achieve ultimate results.
As the customer storyteller you’ll manage the internal archives, ensuring our freshest material finds an evergreen home with wide visibility and access. You’ll need to be organized, decisive, agile, and iterative; easily able to shift gears between thinking and doing, with a proven ability to thrive in ambiguity and with autonomy. You’ll use your keen eye for grammar, customer voice, and business impact to make powerful and effective content, and you’ll use your organization and people skills to become our team’s megaphone to get these stories into the world!
Primary (Top 10) Responsibilities: Help our customers maximize value from our solutions, by coaching them on how to best utilize the right features and capabilities.
Gain a deep understanding of our customer base and become an expert on our customers’ use cases and verticals to align customer storytelling to key talech business strategies.
Produce compelling content to support customer programs and solutions across multiple formats (email, video, SMS, in app) and platforms (marketing cloud, pendo, engagement platforms).
Maintain and collaborate on a shared editorial calendar as well as source opportunities for customer interviews.
Partner with cross-functional teams (product marketing, GTM, product, Sales) to support our key messages with customer evidence.
Define our customer program editorial standards to ensure a consistent customer voice.
Own the submission of all content through US Banks compliance process (CMRA) and track all versions of approval.
Support the development of playbooks, trends reports and engagement materials to address the needs and opportunities of specific customer segments in driving program expansion initiatives and enable the CSM team on when best to utilize the content/playbooks across the customer journey.
Maintain, optimize and improve the customer programs and tools by which we create them.
Assist in the creation of enablement materials by providing copy and concepts to align customer proof for segments, industry verticals, themes, etc.
Our Ideal Candidate Has: 5+ years of experience in marketing, communications, content marketing with a focus on production.
Passion for building customer relationships with excellence in communication.
A love of process, with the ability to collaboratively design and iterate workflows
Ability to understand complex customer use cases and articulate how a technology solution is delivering customer value and business impact.
Ability to adapt to a rapidly changing product and respond strategically to customer needs.
Strong interpersonal skills and track record of building collaborative relationships
Experience with POS solutions and/or work with SMBs in Retail, Restaurants and/or Services fields is a major plus.
Good manner, fun to work with, makes people want to work with them
Customer success orientation and passion about the discipline of Customer Success. Takes personal pride in and responsibility for the success AND satisfaction of their customers. Takes a proactive approach to their book of business.
Copywriting experience: writing for impact and driving behavior with deep understanding of information hierarchy, audience and voice.
Basic Qualifications - Bachelor's degree, or equivalent work experience - Eight to ten years of operations-related experience
Benefits: Take care of yourself and your family with U.S. Bank employee benefits. We know that healthy employees are happy employees, and we believe that work/life balance should be easy to achieve. That's why we share the cost of benefits and offer a variety of programs, resources and support you need to bring your full self to work and stay present and committed to the people who matter most - your family.
Learn all about U.S. Bank employee benefits, including tuition reimbursement, retirement plans and more, by visiting usbank.com/careers.
EEO is the Law Applicants can learn more about the company’s status as an equal opportunity employer by viewing the federal EEO is the Law poster.
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U.S. Bank is an equal opportunity employer committed to creating a diverse workforce. We consider all qualified applicants without regard to race, religion, color, sex, national origin, age, sexual orientation, gender identity, disability or veteran status, among other factors.