Pendo Success Specialist

Job Overview
Applied Systems, Inc., a worldwide leader in insurance technology, is currently searching for a Pendo Success Specialist to be the driving force behind achieving Applied's goal to integrate modern, in-product, help capabilities, within our software products, through the Pendo Adopt and Engage platforms.
Your expertise in both Pendo Adopt and Engage will enable you to set up and support Applied's implementation of Pendo, for our end users and for the end users of our Adopt clients. Your experience in education, analytics, support, and consulting will ensure the successful, tailored implementation of Adopt for each client. Working cross-functionally with Product, UX (Design), Marketing, and Customer Experience (CX) teams, you will aid in the development of engaging content and the optimization of user experiences.
What You'll Do

• Lead the successful rollout of all Adopt instances, leveraging project plans as needed to meet changing needs and requirements
• Deliver high quality strategy and training sessions with new Adopt customers to ensure successful onboarding and set them up for long-term success
• Manage or deliver services required to meet implementation goals on time and with high quality
• Implement and enable all Adopt instances including Pages, Features, and metadata (to support guide development and analytics)
• Complete various setup, configuration, and activation tasks, for a successful Adopt rollout
• Assist in training other team members, and Adopt stakeholders, on how to effectively manage content and analytics within the Pendo system
• Assist Adopt end users with guide development, strategy, and best practice for their instance
• Acknowledge and address user needs (e.g., guide development assistance, enabling untagged Pages and Features, adjusting access permissions, etc.), in a timely and supportive manner during onboarding
• Communicate project information (including difficult/sensitive information) to Adopt instance stakeholders, team, and management
• Document and circulate documentation for end users, peers, and management
• Serve as first line of escalation for outstanding or unresolved Adopt support issues
• Own the symbiotic partnership/collaboration between the Adopt and Engage instances
• Develop and maintain a deep understanding of Applied's products, customers, and industry trends to inform content strategy
• Contribute to the Pendo Engage team's content development efforts, which includes the following:
  • Act as a subject matter expert for Pendo analytics, technical development, and capabilities
  • Test drafted guides, in multiple environments, to ensure guide quality, for all end users
  • Define and enforce QA standards for all customer-facing content
  • Create quality, customer-facing content, with timely delivery, via Pendo
  • Follow Applied's standards to ensure consistency in branding and tone of voice and support overall effectiveness of all Pendo content
  • Follow Applied's processes for requesting, designing, testing, and publishing Pendo content
  • Establish and maintain relationships with external vendors and partners to support Pendo guide development and accuracy
  • Gain an understanding of customer resources such as Applied University, Knowledge Base, and resource hubs to comprehend how and when customers utilize them and thus how to leverage them in effective Pendo guides that enhance the user experience, increase product adoption, and drive customer success

What You'll Need to Succeed
Your experience should include some or all the following:

• Deep understanding (3-5 years) of Pendo Engage Platform (or parallel product, e.g., WalkMe or Appcues) gained through experience in a technical implementation, content development, product marketing, customer success, or related role
• Excellent presentation, writing and editing skills, with a strong attention to detail
• Experience collaborating with cross-functional teams and managing multiple projects
• HTML, CSS, and/or JavaScript proficiency
• Jira and/or a content management system experience
• Bachelor's degree or equivalent experience

Additionally, you may have:

• Experience with Pendo Adopt
• Experience in an agency/brokerage and/or experience with Applied Products
• The ability to write, read, and understand French
• French translation experience
• Video editing (Camtasia preferred) experience
• Customer training and/or software implementation experience
  • We proudly support and encourage people with military experience, as well as military spouses, to apply

What You'll Gain
Benefits from Day One

• Health insurance plans, dental, and vision
• Wellness incentives
• 401(k) and/or RRSP retirement savings plans with employer match

Work-Life Balance

• Competitive paid vacation time and a free day for your birthday
• Personal/sick time
• Paid holidays
• Flex Time
• Paid parental leave (U.S. candidates)
• Volunteer time off

Empowering Career Growth and Success - We invest in talent, care about our people and are empowered by the results of our work. We grow our teams from within and give our employees opportunities to advance.
What We Value
We strive for excellence at every turn to be the best at what we do. We invest in talent, care about our people and are empowered by the results of our work. We fulfil the promise of insurance - safeguarding and protecting what matters most in people's lives. And there is no more important job than that.
Our focus on the workforce, workplace and marketplace gives us a qualified individual in an environment in which they can be productive while we maintain our position in the industry. To help drive that change toward a vibrant, modern workplace, we have employee-driven networks with commonalities in ethnicity, gender, sexual orientation and military status.
Who We Are
For 40 years, Applied Systems has created innovative technology for the global insurance industry. Today, we are a rapidly growing software leader that is revolutionizing the way agencies and brokerages succeed.
We are smart and curious people in a tech-first environment that champions bold and powerful thinking. We are transforming a complex industry through digitization, automation, and innovative new partnerships. Together we are driving the industry fearlessly forward.
It's an exciting time at Applied. You can do big things here, in an environment that supports creative thinking and bold ideas. Visit http://www.AppliedSystems.com for more information on how you can challenge what's possible.
EEO Statement
Applied Systems is proud to be an Equal Employment Opportunity and Affirmative Action Employer. Diversity and Inclusion is a business imperative and is a part of building our brand and reputation. At Applied, we don't discriminate, and we are committed to recruit, develop, retain, and promote regardless of race, religion, color, national origin, sexual orientation, gender identity, disability, age, veteran status, and other protected status as required by applicable law.
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