What are the responsibilities and job description for the Customer Success Content Coordinator position at Kadince?
About Kadince
Kadince (pronounced cadence) is a fully remote (must live in the USA) software company founded in 2013. In a nutshell, we build tools to help financial institutions track and manage the good they do in their communities.
Kadince has been profitable for several years (we’re fans of making more than we spend). We’re bootstrapped, which means we don’t have investors. So our owners answer to no one. And they aren’t just giving us commands from their vacation homes waiting to cash their next check. They’re fellow team members and in the trenches with us.
Why We’re Hiring
After our team members, our customers are our most important focus. As our customer base grows, so does our team. We’re dedicated to giving each customer the best experience possible, which means having enough people to take care of all their needs. We’re growing quickly and so are the needs of our customers. That’s why we’re increasing the size of our Customer Team.
Who We Want to Hire
To be the Customer Success Content Coordinator (CSCC) you should have at least 1 year of experience building training materials. The CSCC is responsible for maintaining, auditing, and improving Kadince’s support and educational content, so you’ll be very involved in our software and making sure that customers have the support content they need to be successful. Learning new software shouldn’t intimidate you. In fact, you look forward to a challenge!
You’ll collaborate closely with the Product, Customer Success, and Marketing teams to ensure that our documentation and training materials reflect the latest software updates, best practices, and Kadince branding.
You’re a motivated person with a knack for teaching others. You’re a self-starter and don’t need every moment of your day to be planned for you. You’re not afraid of feedback or accountability and you love to learn from your team members.
You have a desire to continually improve your writing and teaching skills. We love giving team members opportunities to improve their skills, whether through online courses, workshops, or learning from others.
Our vision, mission, and core values should resonate with you. That’ll be crucial to your success and happiness if you join the Kadince team.
Our Vision and Mission
Our vision and mission aren’t something we hung on the office wall and forgot about. Seriously, we don’t have an office, let alone a wall to hang them on. But our vision, mission, and core values sit on the desks of each of our team members. And we discuss them regularly in our meetings. Your goals (KPIs) will be developed to ensure you’re working to help us achieve our vision and mission.
Our vision and mission are what get us up each morning. They, in addition to our core values, help us make decisions.
Vision - Setting the standard for operating a great software company.
We’re big fans of author Jim Collins and his best-selling book, Good to Great (bonus points if you’ve read it). While there are lots of good software companies out there, we want to be one of the great ones.
The first word of our vision is also significant. To go “high school English class” on you, the present participle “setting” illustrates that we’re not looking to set the standard and then be done, but that the standard is always moving and we’re always chasing it. We continually stop to recognize the awesome things we’ve done and then look for ways to do them even better.
Mission - Building the best software for compliance and marketing professionals at financial institutions.
As Jim Collins taught in his Hedgehog Concept (told you we think he’s great—pun intended), great companies need to determine what they can be the best at in the world and focus on that. There are so many things we could solve as a software company, but we’ve found what we think we can be the best in the world at and we stick to it every day.
Our Core Values
Our core values remind us who we are. They also guide us in the decisions we make. They’re listed in order of importance. If we have a question when making a decision about people, for example, we look to the core value above it to make our decision.
- Integrity - We’re honest with ourselves and others.
- People - We understand that people are the foundation of Kadince and we act accordingly.
- Care - We love what we do and do it consistently and intentionally to the best of our abilities.
- Remarkability - We provide remarkable experiences to all who come into contact with Kadince.
- Growth - We accept yesterday and improve today.
What a Day in the Life of a Customer Success Content Coordinator Looks Like
Some days start with a customer team rally where you go over announcements, discuss any urgent issues, and brainstorm ways to improve our ability to help our customers win. After the team rally, you jump straight into your work.
Since Kadince is in the middle of a platform migration, you spend the morning updating old content and preparing it to be moved over to Intercom. We’re really leaning into checklists now, so many of the old articles need to be completely changed to this new medium. It’s not as difficult as it sounds, though. Most of the content is there, it just needs to be updated and reformatted. As you finish each transition, you send the new copy to Jaidyn for review. She’s in charge of all things writing-related, and this is the last step before the content is ready to be updated.
You pause to watch the live training webinar hosted by Brady, our Director of Customer Success. Today Brady is training customers on how to set up marketing projects in Kadince, and you learn some valuable tips that will help as you tackle similar help articles.
For lunch, you decide to pack a sandwich and take your dog to the park. He runs around and gets all his energy out so you don’t have to worry about entertaining him for the rest of the day. Or, if you’re more of a cat person, you pat your cat on the head and head out for a quick run.
Back at home, you meet with your manager, Charlene. She’ll be going out of town next week, so she shows you how to create the post-webinar article and upload the recording to Loom. You’ll take over for her while she’s gone, and it’s always good to walk through things together.
Now the two of you hop on a brief product call to see what new features will be released next month. There’s some exciting stuff coming, and after the meeting, you work on a release plan that outlines the support content you’ll need for each new feature.
After some heavy research, the Marketing team recently told you that we are changing the way we refer to some of the features in Kadince. This isn’t a huge change—just a few language tweaks—but it does involve going through past articles and updating all mentions of the changed verbiage. Not super exciting work, but easy enough. Besides, this is the perfect chance to throw on some show tunes—or heavy metal if that’s your style—and jam out at your desk.
You finish up your day by looking at tomorrow and planning around your goals and team meetings. You take one last look at Slack to ensure there’s nothing urgent. Coast is clear! You close your laptop and your office door.
When and Where You’d Work and What You’d Work On
Kadince is a principle-based company, which means we focus on principles, not policies. Since we’re a fully remote company, you’ll speak with Charlene Porter, your leader, to determine when and where you’ll work. You’ll also work with your leader each week, month, quarter, and year to determine your goals (your KPIs or key performance indicators) and what you’ll work on.
The principle is to work when and where you want as long as you meet or exceed your KPIs. This may mean planning your day around team meetings or working a longer day because you’ll be out of the office for the next week. Overall, your schedule needs to help you achieve our vision and mission and demonstrate our core values.
At Kadince, work won’t tie you down to one location. You’ll have the flexibility to work remotely and even change locations from time to time. Want to spend a few weeks somewhere new—maybe exploring a different state or another country? That’s totally possible, as long as it’s approved by HR ahead of time to make sure everything’s good from a legal and tax standpoint. Just make sure that wherever you plan to work has a reliable internet connection of at least 10 Mbps download and 1-2 Mbps upload (as if you would go anywhere without it anyway).
Who You’d Be Working With
We have over 45 team members (which makes us really happy since Kadince was started by two people in their basements). If hired, you’ll probably work with each team member in one way or another. Some of the people you’ll work with most frequently are:
Charlene used to work at a credit union and used Kadince herself before becoming our Customer Success Systems & Resources Administrator. This means Charlene is currently in charge of all our support content, and with how much we’ve grown, she can no longer do this alone. That’s where you come in! Charlene used to teach Irish dance, but now she spends her time supporting her daughter’s own dancing ambitions. She should totally teach us all an Irish dance over Zoom!
Brady is the Director of Customer Success. He’s been with Kadince since 2016 and has really helped take our customer team to the next level. Brady loves to run, especially on the mountain trails behind his house. He’s always pursuing the perfectly manicured lawn (he knows that makes him sound like an old person). Brady’s goal in life is to always grow and improve everything he does. In high school, Brady was known for making wicked Blizzards at Dairy Queen, so he’s the go-to guy for shake pointers.
Jaidyn is the Digital Marketing and Content Manager, so she’s in charge of all the marketing content we produce. She writes everything for Kadince (including this job description!), which means she’s very particular about grammar, spelling, and all that boring stuff. The weirdest thing about Jaidyn is that she hates chocolate. (Yes, she just called herself weird. Might as well embrace it.) Jaidyn’s favorite part of her job is getting to improve her writing skills and practice all day long.
Benefits
Since we’re a remote company, we don’t offer office snacks and ping pong tables. But if you’re a fan of “core benefits” that bring great rewards and peace of mind, you’ll like what we have to offer. Competitive pay, 401(k) matching, generous paid leave, insurance (medical, dental, vision, life, short-term disability), and a flex spending account. Yeah, it’s pretty great...
And we love to spoil our team. We celebrate big events with you, like birthdays and work anniversaries, so you can expect some pretty fun gifts. We once sent some high-quality lip balm to each team member so we could all play a prank on Scott, our Director of Product. We’re fun like that. And this year we’re giving every team member the last week of the year off (we like to spread holiday cheer).
How to Apply
Applicants who stand out are those who are interested in working for Kadince, not just applying for as many positions as possible or trying to keep unemployment benefits. We’ve seen it all. No kidding, we once had someone ask us in an interview what the name of our company is. Needless to say, we could tell that person wasn’t really passionate about joining our team.
When applying to Kadince, please send us PDFs of your resume and cover letter. The cover letter is your opportunity to tell us why you would be a great fit for the position, but should be no longer than 300 words. Take advantage of this time. Seriously, sell yourself!
Thank you for your interest in Kadince. We look forward to reviewing your application.
This position is open to candidates living in AL, AK, AZ, AR, CT, DE, FL, GA, HI, IA, ID, IL, IN, KS, KY, LA, ME, MD, MA, MI, MN, MS, MO, NE, NV, NH, NM, NC, ND, OH, OK, PA, RI, SC, SD, TN, TX, UT, VT, VA, WV, WI, and WY.
Kadince, Inc. is an Equal Employment Opportunity Employer.
Salary : $50,000 - $65,000
