Technical Writer Customer Success

“Team US” is what we fondly call employees whose work directly supports the Independent Beauty Consultants in our legacy Mary Kay Market. The U.S. market is where Mary Kay Ash’s dream became a reality. As a member of Team US, you will find opportunities to directly support the sales force in Sales, Marketing, IT, Finance and HR. Our teams create the magic for the beauty consultants – from spectacular events and world-class education and motivation to packing and distributing our wonderful Mary Kay® products – the possibilities for a meaningful career are endless.

Job Purpose

A professional writer responsible for facilitating and producing documentation and educational materials to boost the Customer Success Team user experience and ability to respond to sales force inquiries. This role will be responsible for ensuring that Customer Success employees have access to information to driving a strong understanding of Mary Kay products, programs, and tools to support to HER in her business. This will include supporting material such as website content, Sales force knowledge articles, user guides, integration guides, FAQs, and reference materials.

Essential Duties and Responsibilities

• Responsible for translating complex data into user friendly, high quality documentation text for print and electronic publication. The documentation created will meet applicable standards and should be easy-to-understand. Documentation such as interface text, online help and tutorials and guides intended for use within the Customer Success Team. This will include materials to support new systems or process changes, the updating of existing training materials and Work instructions and information required for Sales force support to be shared with the representatives to support their role.
• Partnering with internal teams such as Product Marketing & Product Education, gaining insight and understanding on upcoming products for release or program changes to support the creation, review & approval of product-related marketing & education material utilized within Customer Success. Also responsible for partnering with IST and other functions as tools and information evolve to prepare documentation to support the smooth transition. This includes Product Position Stories, Product Knowledge Workshops, Product Fact Sheets, FAQs, and various system upgrade support documentation. Creates processes and tools to measure the transfer of information and defines the platform based on the amount of and type of information being documented. May include the input & review with company-issued product-related response statements and other unique material to address a specific situation. Gathers all pertinent data from established department contacts, determines what information is to be communicated, prepares information for distribution, and communicates the information to the appropriate team members. Researches and responds to questions from the Service Center about communication details. Prepares appropriate product-related content as necessary.
• Responsible for ensuring the ongoing reviews of Standard Operating Procedures, Work Instructions, and Product Knowledge training materials to ensure that all content is current and up to date. Identifies the need for and assists team members with the updating and scripting for materials and other written and/or online communication pieces to support new processes and procedures
• Responsible for coaching and developing staff to ensure the readiness of the team as well as the accuracy and appropriateness of information intended for use by the team. This could include reviewing materials created by team members or helping to determine appropriate platform and resources for specific projects.
• As requested, participates in company sponsored sales force product-related functions, such as Seminar, Leadership, Career Conference, and other sales force events.