Sr. Technical Writer / Knowledge Manager

Product | Remote | USA, Canada (Ontario), UK, Poland

Background

Ziflow is the leading enterprise collaborative proofing platform that helps agencies and brands deliver exceptional creative work by streamlining feedback on any creative assets from concept to delivery. Ziflow boasts nearly 2000 customers including McCann/IPG, Delta Faucet, Logitech, Sephora, AWS, DoorDash and Williams Sonoma.

Ziflow was founded in 2016 by the founders of ProofHQ, recognized as the pioneer of online proofing and eventually sold to Workfront (Adobe).  Ziflow team members are located in the US, UK, Canada, Poland and South Africa.

The entire Ziflow executive team has extensive experience building, growing and successfully exiting SaaS businesses in this product category.

Role overview

As a Sr. Technical Writer / Knowledge Manager at Ziflow, you will play a hands-on role in developing and executing a comprehensive knowledge management strategy to empower our customers and maximize their success with our product. We are seeking a master of their craft who not only excels at creating engaging and effective content but also sets the strategic direction for how users learn and engage with Ziflow.

You will be responsible for crafting a wide variety of content types—from detailed knowledgebase articles and user guides to engaging videos and best practice materials. Your work will ensure that customers have the resources they need to succeed at every stage of their journey. Collaborating with cross-functional teams, including product, customer success, marketing, and support, you’ll create and maintain an exceptional knowledge ecosystem that aligns with business goals and fosters customer adoption, retention, and growth.

This role requires someone who thrives on executing high-quality deliverables while keeping an eye on the bigger picture, defining how Ziflow users learn, engage with, and master the product. If you are passionate about creating impactful learning experiences and driving customer success through knowledge management, we want to hear from you!

Responsibilities

• Content Creation: Designing and developing educational content like video tutorials, knowledgebase articles, best practice guides, and other self-service material
• Content Architecture: Review, update, and maintain a consistent content structure for all user facing product and training content.  Creating a seamless learning experience as part of the customer journey. 
• Onboarding programs: Collaborating with a cross functional team to create  structured onboarding processes for new customers to quickly familiarise them with Ziflow and its key features
• Training: Create content for and collaborate on live training sessions and webinars to educate customers on best practices and advance product usage where appropriate
• Collaboration: Work closely with Sales, Marketing, Customer Success and Product team to align enablement strategies with overall business goals
• Metrics Tracking: Monitor KPIs like product adoption rates, customer satisfaction levels and training completion rates to measure the effectiveness of enablement initiatives
• Strategy Execution: Implement strategies to drive customer adoption and engagement 
• Industry Awareness: Stay informed about industry trends, competitive landscape, and customer needs to continuously improve the customer experience.

Required Skills and Experience

• Experience: 5+ years in SaaS, creating user facing content.  
• Education: Bachelor’s degree in a related field.
• Remote work: 100%
• Time zones: 4+ hour overlap with EST (GMT-5) and CET (GMT+1).
• Proven Success: Demonstrated, metrics-backed, track record of creating and continually improving user facing content that helps improve adoption, engagement, retention, and expansion in a SaaS or technology-driven environment.
• Project Management: plan, organise and execute customer enablement initiatives to achieve business objectives.
• Communication: Excellent verbal and written communication, presentation, and interpersonal skills, with the ability to build rapport and credibility with internal stakeholders.
• Educational Mindset: The ability to gather information from subject matter experts, refine that information, and communicate it clearly to engage an audience and teach users.
• Strategic Thinking: Ability to develop and execute customer enablement strategies that drive business results.
• Analytical Mindset: Proficient in leveraging data and metrics to inform decision-making and drive continuous improvement.
• Customer Focus: Passion for customer advocacy and a relentless focus on delivering exceptional customer content.
• Collaboration: Ability to collaborate internally, cross-departmentally and with our customers in order to drive customer needs and initiatives.
• Tools Knowledge:  Zendesk or other knowledgebase software, video and image editing tools, webinar platforms, chatbots and email automation tools, Pendo or other product metrics software, learning management systems.
• Creative Operations: preference will be given to candidates with experience in creative operations with hands on experience using tools like Project Management, Digital Asset Management, On-line proofing or Creative Automation software.