Wellspring ยท 11 hours ago
Content Strategist & Technical Writer
United States
Full-time
Remote
Mid, Senior Level
3+ years expWellspring Worldwide, Inc. is a leading provider of web-based software systems for managing research and innovation operations. They are seeking a highly efficient and technically skilled Content Strategist & Technical Writer to manage end-user documentation and training content for their suite of Unix-based products, focusing on content reuse and performance metrics.
Consumer GoodsE-CommerceGift
Responsibilities
Serve as the primary author and architect for all user-facing documentation, release notes, and help materials across six complex software products
Utilize MadCap Flare/Central to establish and maintain a single source of truth, ensuring maximum content reuse through conditional text, variables, and snippets across product lines
Translate complex product functionality into clear, accurate, and structured baseline training materials that our Corporate Trainer and Services Trainer will leverage for final course development and delivery
Ability to structure and prioritize content development work to achieve product release deadlines with high level management guidance
Actively engage with Product Managers and Product Owners, attending sprint reviews and product demos to gather information firsthand, minimizing reliance on raw documentation handoffs
Design and enforce a mandatory Content Intake/Documentation Brief template for Product Managers to ensure all required information is gathered efficiently and upfront
Collaborate directly with Product Management and Engineering to define and implement automation processes (e.g., using scripts, Git, or tool APIs) to streamline content creation, continuous integration, and publishing workflows
Manage the automated publishing pipeline from MadCap Flare/Central to the Salesforce Service Cloud Knowledge Base to ensure timely and accurate updates for both internal support agents and external customers
Establish, analyze, and report on key documentation usage metrics across all delivery channels. Key metrics must include: External/Customer Adoption: Page views, search effectiveness, and 'Was this helpful?' engagement rates. Internal Support Efficiency: Case deflection rates, Time-to-Answer reduction for support agents using the Knowledge Base, and link usage in case handling
Use metric analysis and user feedback to propose and implement targeted changes to content design, information architecture, and delivery methods to continuously increase adoption and customer self-service
Qualification
Required
Minimum 3-5 years of experience as a Technical Writer or Content Strategist in a B2B software or technical domain
Proven, expert-level proficiency with MadCap Flare and the publishing workflow to MadCap Central
Strong understanding of publishing to and integrating with Salesforce Service Cloud Knowledge or similar Customer Support CMS systems
Experience documenting complex, technical products, preferably with an enterprise-level software environment
Basic familiarity with markup languages (XML, Markdown) or concepts like Docs-as-Code to effectively collaborate with engineering on tool and process definition
Company
Wellspring
Wellspring brings art and organization to everyday life with stylish personal accessories and hand-made fashion and home accessories.
11-50 employees
Funding
Current Stage
Early StageCompany data provided by crunchbase