What are the responsibilities and job description for the Customer Success Specialist position at American Innovations?

This role is hybrid - for the Austin Metro Area.

Who we are :

American Innovations protects people and the environment by providing proven compliance solutions to oil and gas professionals from the field to the office. More than 30 years of experience drives innovative solutions that address the need for efficient data collection, reporting, and analysis - an integrated family of hardware, software and professional services backed by relentless customer service.

Are you ready for the next chapter in your professional career? Are you looking to join a company that is the leader in our core market and are rolling out our next generation of products now? Join our Training and Content team and take our company to the next level!

As a Customer Success Specialist, you will play a crucial role in enhancing our customers' experience by focusing on three main areas : creating customer technical documentation, developing and delivering training and enablement content, and handling escalated customer support tickets.

Creating Customer Technical Documentation

Develop, write, and maintain high-quality technical documentation, including user guides, release notes, installation guides, and more that are tailored for different user audiences.
Collaborate with subject matter experts (SMEs) and cross-functional roles in Product, Engineering, Technical Support, and Sales to gather technical information, cultivate robust product knowledge, and ensure accuracy in documentation.
Apply principles of adult learning to create user-centric documentation that enhances understanding and ease of use.
Continuously update and improve documentation based on customer feedback and product updates.
Ensure all documentation is aligned with business goals, brand standards, quality standards, and uses plain language and a humanized approach to technical writing.
Stay current with documentation technologies and methodologies, recommending new tools and approaches to enhance content delivery.

Creating Training and Enablement Content and Delivering the Training

Design and develop engaging training materials, including presentations, videos, and e-learning modules.

Shadow senior trainers to learn effective training delivery techniques and best practices.

Conduct training sessions for customers, partners, and internal teams under the guidance of senior trainers.

Continuously develop your training delivery skills through feedback and self-assessment.

Stay up-to-date with industry trends and best practices in training and enablement.

Working Escalated Customer Support Tickets

Handle complex customer support issues that require advanced technical knowledge and problem-solving skills.

Collaborate with tier one and tier two support teams to resolve escalated issues.

Provide timely and accurate solutions to customers, ensuring high levels of customer satisfaction.

Document and share insights from support cases to help improve products and processes.

Requirements

What you need to succeed :

Bachelor's degree in a related field or equivalent experience.

Proven experience in technical writing, training development, and customer support.

Excellent written and verbal communication skills, with the ability to convey complex concepts clearly and effectively to diverse audiences.

Ability to quickly gain and maintain in-depth knowledge of our product, becoming a subject matter expert capable of identifying discrepancies, errors, or areas for improvement.

Ability to handle multiple projects, prioritize tasks, and meet deadlines while managing stakeholder expectations.

Strong attention to detail, ensuring accuracy, consistency, and completeness in all deliverables.

Ability to consider the needs and skill levels of the end user and adjust style and approach to the audience.

Hunger & ability to grow knowledge of adult learning principles and how they inform user-centric training & documentation efforts.

Knowledge of American Innovations products and how they are utilized by our customers.

Successful applicants must be eligible to work in the US (visa sponsorship is not provided at this time) and must be able to pass a pre-employment background and drug test. American Innovations is an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status.

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