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Manager, Technical Content Development

3 weeks ago

Toronto, Canada Autodesk Full time

Job Requisition ID #
- 24WD77094

24WD77094 Manager, Technical Content Development
- French job description to follow/La description de poste en français se trouve plus bas_

The Content Strategy & Experience team in Customer Technical Success (CTS) ensures high-quality product expertise is delivered to customers as they learn, adopt, and use Autodesk's platform through impactful content experiences. To accelerate on our journey of delivering a world-class experience and supporting users of all sizes across industries, we are looking for a Manager, Technical Content Development to build a team of content creators who design integrated omni-channel audience-centric content plans and focus on content improvements to customer success.

Reporting to the Sr. Manager of Content Strategy & Experience, your team will align content development for customers and partners. Hybrid role, within commuting distance of office in Montreal, Barcelona, or Bangalore.

**Responsibilities**:
- You will build and manage a newly created team of Technical Content Developers covering all Autodesk industries- You will create strategies and frameworks supporting your team to:
- Collaborate with stakeholders to identify needs using analytics, customer feedback, and business objectives, and determining product support help and learn audience-centric omni-channel content plans through the post-purchase journey- Design and implement programs to enable CTS to plan, develop, and manage the full end-to-end content lifecycle to support our goals, identifying customer needs and appropriate content formats and delivery systems to ensure customers experience positive, meaningful interactions with our products and services- Establish and drive content improvements to increase consumption and findability of support content through digital channels- Ensure the right content is available to all users at the right time, by getting ahead of customers demand, de-duplication of efforts, and content reuse- Determine goals for technical content development initiatives, monitor, learn and provide actionable recommendations for enhancing content effectiveness- Manage new products content integrations and products rebrand- Represent CTS at industry events internally and externally (Tech series, booth, product overviews)- Guide and train CTS staff on best practices for content creation, aiming for efficiency and quality- You will stay abreast of industry trends, emerging technologies, and best practices in content strategy and user experience design. Integrate relevant insights into team and practice- You will foster a culture of innovation, experimentation, continuous improvement, and knowledge sharing

Minimum Qualifications- 5+ years experience leading and developing teams, in customer support or content development- 5+ years of experience in designing and implementing omnichannel audience-centric content plans with strong understanding of content strategy principles, including audience analysis, content mapping, and content lifecycle management- Solid project management experience managing cross-functional projects from ideation to conclusion with demonstrated ability to balancing big-picture vision with detailed approach, bringing simplicity and order to complex projects, driving progress and continuous improvement- Analytical and pragmatic approach, consideration of goals and stakeholders' priorities to achieve the right outcome for customers-
- Familiarity with Autodesk's industries- Understanding of customer success strategies and concepts- Experience implementing search engines (SEO) strategies an advantage.- Experience with large language models (LLMs) an advantage- Independent approach. Proactiveness. A learning and improvement mindset- Experience leading complex global projects with diverse team members, balancing strategic direction- Bring simplicity and order to complex projects and situations through prioritization and motivated implementation to achieve results.- University degree in Content management or related discipline- Voice of the customer mindset and ability to share it- System-thinker, transforming chaos into simplicity - experience inferring insights from customer data- Experience developing cross-company projects and programs - able to work globally to create agreement and common goals- Solution focused - identifying improvement opportunities, comfortable collecting and analyzing data, presenting recommendations. Energized by facilitation, collecting ideas, converging on solutions, prioritizing and getting agreement on path to success

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