Content Manager

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At PrismHR, we are building the best all-in-one suite of HR SaaS products for small to mid-sized companies. Our Product organization drives the strategy, design, and development of that suite of products. As part of the Product organization, Prism HR’s Content Manager (“CM”) serves as the voice of our clients, ensuring they’re engaged and empowered to make the most of our product and services.

The CM provides internal teams with the tools and data needed to maximize their processes and improve results. Acting as a liaison between Product and Operations, the CM tracks the status and ensures the smooth rollout of new releases, mitigating areas of potential client impact, then facilitates internal training and the development of content and communications (including in-app messaging, learning content, and email communications to increase client adoption).

Finally, a CM acts as a client advocate in the event of incidents and drives initiatives surrounding client health to support key business objectives.

Responsibilities:

A successful CM will:

• Partner with Release Managers to ensure internal and client readiness in the product and compliance release process
• Define success metrics and demonstrate ROI via analysis of product adoption (user behavior data), communication effectiveness (open rates, CTRs), and case deflection (Service ticket data)
• Identify and coordinate appropriate rollout timing based on release schedule and training requirements
• Organize beta planning and rollout (who, what, when)
• Set and justify user acceptance testing requirements
• Determine and lead creation of appropriate internal and external content and communications for product releases
• Create, organize, and maintain client-facing Help Center
• Provide assessments and manage risks, set appropriate expectations, and manage delays associated with releases
• Collaborate across departments and act with urgency when managing client-impacting escalations (i.e. multi-client bugs and other critical platform issues), including internal/external communication, with a goal of deflecting tickets to the Namely Service Team. Coordinate with Product and Engineering teams to ensure speedy resolution.
• Liaise between Engineering, Product, Client Operations and Clients whenever the product has created an adverse impact. Determine what communication is necessary and the appropriate audience.
• Lead creation of recurring content and communications, including client reminder notifications, newsletters, inquiries, research, and surveys
• Influence stakeholders across the company and drive to consensus
• Regularly assess current business practices and processes to spearhead continuous improvement solutions - this could be defining a new beta process, overhauling how we communicate with clients, or partnering with client relationship managers to drive adoption.

Skills and Experience:

• 3-5 years of professional experience managing the product development lifecycle, with 2+ years of demonstrable business analysis skills (leadership, change management, and process management)
• Expert written and verbal communication skills
• Tech savvy—can pick up on platform, display advanced Excel skills, and learn new tools quickly
• Strong organizational, analytical and project management skills with attention to detail; identify project tasks, accurately estimate task completion dates and deliver on multiple projects with tight deadlines
• People management experience a plus
• Experience with Pendo a plus