Lead Content Strategist

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Lead Content Strategist - India

Salesforce’s Content Experience team - which delivers product documentation, Trailhead learning content, videos, graphics, and data models - is looking for an experienced content strategist to lead overall CX content strategy in India (Bangalore or Hyderabad). This role works globally with other content strategists across all of Salesforce's clouds (Industries, Apps, Platform) to align on content experiences that help customers learn and be successful using Salesforce products, agents, clouds, and services. The strategist will be responsible for communicating overall strategy, as well as guidelines, training, templates, and resources, to our India- and Israel-based teams to ensure that all the content we deliver is consistent, high quality, and truly valuable to customers.   
 

You are a highly productive team player who enjoys working on complex content challenges, wants to improve how customers learn and succeed using Salesforce products, and likes working directly with writers to help address and make content updates based on customer feedback, support team feedback, business priorities, and accuracy.

Required Skills:

• 5-8 years of experience working with product-related documentation and content strategy recommended.

• Strong understanding of content strategy frameworks, customer feedback integration, and the jobs-to-be-done methodology.

• Exceptional communication and collaboration skills, with an ability to engage diverse stakeholders effectively.

• Demonstrated expertise in designing and delivering impactful training sessions.

• Strategic thinker with the ability to see the bigger picture while managing details. 

• Empathetic and customer-focused mindset, with a passion for solving complex challenges through content.

    
Key Responsibilities:

• Improve Quality

• Use data and feedback to address inaccuracies, outdatedness, and bloat in the Salesforce documentation set

• Deliver guidelines, training, and measurements of success to writing teams

• Help writers onboard and learn our framework for creating high quality, impactful, and useful product content

• Continue to evolve and improve the framework

• Improve SEO through initiatives like de-duplication, descriptive titles, combining topics

• Provide Hands-On Expertise and Guidance

• Hands-on expertise in content management, publishing, and content strategy best practices. 

• Work with teams to identify customer needs and use cases and adapt product documentation to meet those needs

• Help writers translate complex technical information into customer-focused value statements (what problem are we solving? how does this technology help customers achieve their goals?)

• Train new content strategists through workshops, customer analysis, and jobs-to-be-done

• Formalize templates and tools for practicing content strategy at the pod/team level (ex: content audit, data analysis, impact assessments)

• Collaborate closely with leaders on in-app, strategy, onboarding, and other related areas

• Review content strategy assets from product content strategists and provide guidance

• Collaborate on content strategy processes, guidelines, and rollouts

• Integrate User Research into Content Strategy

• Use findings from customer interviews and research sessions to make improvements to content

• Socialize research findings and provide prescriptive ways that writers can address customer needs in their content

• Train the Team 

• Trainings include: overall content strategy; content plans; jobs-to-be-done; editing; writing for help, dev doc, and release notes; and creating videos and graphics

• Ensure that cloud-level strategists are auditing their content regularly for improvements

• Ensure Consistency in Help Documentation

• Enforce styles and standards for overall content strategy and content types like help, release notes, and dev doc

• Make sure that our content strategy continues to evolve by encouraging innovative work across the Content Experience team. For example, optimizing content for generative AI search

• Review the need for new content types, guidelines, and use cases. 

• Enforce established standards for visuals including screenshots, videos, opening/closing video graphics, diagrams, and data models.

• Manage Customer Feedback

• Work with individual writing teams to address feedback from customers and internal stakeholders. 

• Help writers understand what feedback is highest priority (highly viewed topics, topics related to key business strategy, inaccuracies, optimizing for LLMs)

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