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
French and/or Spanish language skills a huge plus
Group insurance plan
$200 USD event reimbursement
STM transit coverage 60% (Montréal only)
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