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Patron Technology Documentation Sr. Manager in Montreal, Quebec

Patron Technology is a remote-friendly company. This position is open to any candidate in North America.

WHO WE ARE:

Patron Technology empowers event organizers to take control of their entire event experience with our technology solutions. Using our powerful ticketing, experiential marketing, mobile apps, and cashless products, organizers transform how audiences experience their events, drive nonstop engagement, and reach new audiences around the world. That’s why iconic brands like New York Comic Con, Bonnaroo, Candytopia, and the National Hockey League (NHL) use our suite of integrated event technology to power their events.

Would you like to join a team focused on supporting our clients? Do you like the idea of educating live event organizers on the wide range of features and tools available to them?

We have an exciting opportunity to drive our user education efforts. We are looking for a Senior Documentation Manager to join our team. As a knowledge management expert, you will lead our organizational documentation strategy. We support some of the world’s largest events in sports, music, comedy, attractions, fandom conventions, theater, and cultural institutions, so the ideal candidate will thrive in a fast-paced, collaborative environment, and will have a passion for live events, education, and client success.

Sounds interesting? Let’s talk.

AS A DOCUMENTATION SR. MANAGER:

  • Create and oversee organizational documentation strategy

  • Establish and chair a cross-departmental Documentation Tiger Team

  • Launch and maintain a client-facing video library

  • Administer internal and client-facing documentation systems (Salesforce, Bloomfire, Elevio, etc.)

  • Create new help content internally and externally to address common issues, new products, and policies

  • Identify and develop improvements to the knowledge base to improve the overall client support experience and deflect cases

  • Develop and maintain a style guide for knowledge content

  • Provide performance metrics to relevant teams on the effectiveness and usage of knowledge base articles

  • Work closely with other teams to ensure accuracy of external communication and smooth launches of help content

  • Collaborate with other teams (Support, Customer Care, Implementation, Product, etc.) to integrate existing knowledge and documentation systems with client facing systems and products

  • Ensure that client training is consistent with internal and client-facing documentation

  • Write content as needed

  • Coach and train writers and editors directly as needed

  • Assist with development of client training practices and materials, including 1:1 training agendas and client-facing webinar content

  • Develop self-led client certification programs, including test materials

    EXPERIENCE & SKILLS:

  • HS Diploma or equivalent required

  • Must be fluent in English

  • Experience in one or more Knowledge Management Systems (Screensteps, Elevio, Bloomfire, Salesforce, etc.) required

  • Excellent leadership and communication skills required

  • Project management skills required

  • Experience with video tutorial development and publishing strongly preferred

  • Strong copy editing skills required

  • Image and video editing skills preferred

    BONUS POINTS:

  • French and/or Spanish language skills a huge plus

    BENEFITS:

    We offer

  • Group insurance plan

  • RRSP match

  • Generous PTO

  • $200 USD event reimbursement

  • STM transit coverage 60% (Montréal only)

    LEARN MORE:

    https://patrontechnology.com/

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