Content Manager - Client Training at Equifax Inc. in St. Louis, Missouri

Job Description:

The Content Manager will collaborate with business leaders to develop workflow processes to create, update and maintain knowledge articles in support of Equifax Contact Center agent phone and email customer service functions and Equifax customer self-service capabilities. This role will shape content development and maintenance strategies and leverage proven best practices in order to increase consumer, agent, and team member comprehension. The Content Manager will review, edit and publish articles created by Content Authors and provide quality assurance and principal review for articles and email functions. They will analyze data for trends in usage and business needs and provide reporting and collaborate with leadership to improve department processes.

What You'll Do

• Work with QA, operations, compliance, product teams, and client feedback or data to determine upcoming content needs.
• Oversight of processes and procedures related to content lifecycle including knowledge article creation, periodic review, content audit, expiration, versioning and communication, including edit complex procedures for accuracy, suggest revisions and provide feedback.
• Collaborate with trainers, operations managers, vendors and end-users to understand documentation.
• Learn Client Training brand and style guides to ensure language and voice across all training is consistent and cohesive.
• Responsible for review of knowledge base articles and content written by Product Trainers.
• Responsible for formatting content and publishing to content to knowledge bases.
• Partner with your teammates to regularly share knowledge, help troubleshoot internal and external client questions, and act as a support to various areas of the overall Client Training team.
• Manage and perform all regular maintenance of content in the Salesforce knowledge bases. This includes publishing and tracking all current and new content on a monthly, quarterly and annual basis.
• Participate in the Client Training team annual content review.

• Bachelor's/ Master's Degree in English Literature, Communications, Technical Writing or a related field, or equivalent experience of 5+ years in a related field.
• 5+ years of experience in a client facing role whether providing service, training, or technical support.

• Experience implementing knowledge base through Salesforce AI.
• Possess excellent written and verbal communication skills with the ability to communicate with team members at various levels, including business leaders and high profile clientele.
• Experience using and owning Appcues flows.
• You have an eagle-eye ability to detect content mistakes, whether spelling or grammatical, or noticing that a client's name is misspelled or a phone number is incorrect.
• Experience creating and driving process and workflow changes.
• You are precise and have an extreme attention to detail.
• You are organized, know how to prioritize and are comfortable managing your own deadlines to get things done in a timely manner.
• Experience using Workfront for project management.