Technical Writer (WalkMe), Customer Success

Company Description

Since we opened our doors in 2009, the world of commerce has evolved immensely, and so has Square. After enabling anyone to take payments and never miss a sale, we saw sellers stymied by disparate, outmoded products and tools that wouldn’t work together.

To solve this problem, we expanded into software and built integrated solutions to help sellers sell online, manage inventory, book appointments, engage loyal buyers, and hire and pay staff. Across it all, we’ve embedded financial services tools at the point of sale, so merchants can access a business loan and manage their cash flow in one place. Afterpay furthers our goal to provide omnichannel tools that unlock meaningful value and growth, enabling sellers to capture the next generation shopper, increase order sizes, and compete at a larger scale.

Today, we are a partner to sellers of all sizes – large, enterprise-scale businesses with complex operations, sellers just starting, as well as merchants who began selling with Square and have grown larger over time. As our sellers grow, so do our solutions. There is a massive opportunity in front of us. We’re building a significant, meaningful, and lasting business, and we are helping sellers worldwide do the same.

Job Description

As a Technical Writer with a background in WalkMe, you'll join a growing content operations team and create dynamic standard operating procedures, policies, and performance support guides.

You'll work on multiple and initiatives and have a hand in all parts of the content lifecycle: from analysis and production to management and deployment. Further, you'll work on semantic solutions to complex problems across all of our content channels.

You Will:

Walkme

• Build, publish, monitor, and maintain all WalkMe content
• Problem solve technical issues using knowledge of HTML/CSS/jQuery
• Provide insights on the roadmap and implementation of Walkme content based on input from stakeholders, customers, and your professional experience
• Establish content standards and best practices for WalkMe content
• Be a subject matter expert on Digital Adoption and the Walkme software application
• Analyze user behavior to identify gaps and inefficiencies
• Report monthly on digital adoption metrics and Return on investment
• Help plan, prepare, deliver, and maintain WalkMe onboarding materials

Policies and Procedures:

• Distill complex financial and technical concepts into easily digestible documentation for internal audiences
• Author, edit, clarify, and compose high-quality policies and procedures
• Anticipate and understand user obstacles through regular communication and have a thoughtful mindset for resolving those obstacles
• Comply with preset standards on language, writing style, structure, and format
• Work with partners across the enterprise to gain insights on how information is consumed by a global audience, and then determine efficient ways to present and deliver such information across markets in multiple languages
• Support integration of taxonomies and ontologies to solve KMT challenges
• Analyze content and data sources to discover the core components and relationships for our business domain

Project Management

• Collaborate with stakeholders to document project scope, deliverables, goals, risks, blockers, success measures, and resources needed
• Ensure that projects remain in scope and meet scheduling, deadline, and quality requirements

Qualifications

You Have:

• Bachelor's Degree in Journalism, English, Technical Communication, Computer Science, Library and Information Science or related field required
• An advanced degree or certification in Technical Communication and/or Project Management is preferred
• WalkMe Builder certification is preferred
• 3+ years of experience in Walkme and technical writing
• Experience designing and managing taxonomies, thesauri, and/or ontologies a plus

Critical Competencies

• English
• Digital Adoption (WalkMe)
• Technical writing
• Topic-based authoring
• HTML/CSS/JQuery (up to 1.8.3)
• User experience
• User research
• Project management (capacity planning, scoping, prioritization, risk management, change management)
• Knowledge management
• Analytics and reporting
• Finance technology
• Taxonomy/ontology
• Information architecture
• Content localization/globalization
• Proofreading/copyediting
• Google Suite
• Coda
• Data visualization
• Stakeholder management
• Interviewing

Additional Information

Block takes a market-based approach to pay, and pay may vary depending on your location. U.S. lo