Documentation and Training Manager

We Are Innovators & Category Creators

There are not many companies that are truly creating the future they imagined and emerging as category creators, we are not imitators and therefore looking for courageous creators! Clickatell is changing the way consumer and brands are engaging and ultimately how commerce will get done. We are creating the leading Chat Commerce enabler and we are looking for top, self-motivated talent that wants to have an impact.

We have a collaborative culture in which we dream big and solve complex challenges together in creative ways.  We only accept champions who understand the bigger picture, believe in making a difference and are able to connect the dots to achieve big things.  In our agile and demanding environment, you will be required to collaborate across cultures and time zones, ask the right questions and take the smart risk.

We call ourselves Champions. Why Champions? We believe it’s not only about what we have done, but what we are doing and going to do.  The way we do things, matter and influences how we drive our organization forward and deliver solutions to our customers.  Watch this space as we blaze a new path while expanding across the globe.

Purpose

In Collaboration with Product Specialist and Technical Writers, this role is responsible for creating and maintaining high-quality resources for both internal and external stakeholders. These resources are essential for enabling clients to effectively utilize Clickatell’s platform. The role acts as a critical liaison between internal teams, ensuring the clear, consistent and effective communication of technical information. Additionally, it empowers clients through timely communication, training and documentation. The Documentation & Training Manager is a member of the Product Marketing team and reports to the Director of Product Marketing. 

 

We Do the Right Things-Responsibilities of the Role

Content Creation and Management: 

• Collaborating across teams to develop high-quality technical and functional documents.
• Creating diverse user content like demo scripts, videos, user guides, and online help.
• Maintaining document version control and traceability.  
• Reviewing and revising documents and other artifacts on a regular schedule.
• Establishing style guides and templates aligned with company brand guidelines.
• Ensuring consistent document quality across functional teams.
• Adapting documentation tone and style to engage target audiences.
• Ensuring documentation meets systems development, quality, and compliance requirements. 

Training Development: 

• Designing and developing training programs in collaboration with Product Specialists and other subject matter experts.
• Delivery of training sessions for customers and employees on the features and operation of software applications, tools, and processes. 

Communication: 

• Assisting with ensuring internal and external stakeholders stay informed about platform changes and other relevant product information. 
• Ensures consistency, alignment, and technical accuracy in all product-related communications.  
• Lead and manage the end-to-end documentation and training creation and delivery process.
• Lead a team of Product Specialists and/or Technical Writers by delegating tasks, managing outputs, inspiring curiosity, and unlocking their potential. 

We Are On A Learning Journey-Requirements of the Role

Qualifications: 

• Bachelor’s degree in Technical Communication/ related field or equivalent work experience. 
• 3-5 years’ experience in writing technical software documentation
• 2 years’ experience in an iterative Software Development environments 

Knowledge and Abilities: 

• Exceptional written and verbal communication.
• Ability to synthesize and simplify complex technical information gathered from multiple sources and adapt it to a particular audience.
• Meticulous attention to detail.  
• Strong understanding of software development lifecycle and Agile methodologies.
• Expert proficiency in Microsoft  

Personal Attributes: 

• Proactive and independent self-starter.
• Comfortable in fast-paced, multi-project environments.
• Strong relationship builder.
• Ability to prioritize and deliver practical solutions. 

A Bit About You- Pacesetter:

• Cultivating Talent: Actively drives the development of skills and strengths within the team and recognizes achievements. Coaches the team on procedures, technical issues, and priorities. Leads and contributes to a positive team environment with open communication and clear goals. Listens to team members’ feedback and resolves any issues or conflicts.
• Managing Resources: Manages resources optimally by making the right decisions that impacts how resources are used and for what benefit. Accurately estimates, forecast, projects, and monitors available levels of relevant resources and makes the right calls.
• Expert Exchanges: Seeks and communicates insights. Acts as access point for information within their team and throughout the organization and ensures sharing of key learnings. Prepares and presents reports, and updates advising on performance and capacity.
• Risk Mitigation: Resolves problems that are complex and drives decision-making processes. Systematically processes key factors when resolving conflict, managing risk, ensuring compliance, and addressing quality concerns.
• Foster Teamwork: Builds relationships and influentially engages across teams to elevate performance. Facilitates brainstorming that delivers the best solutions. Encourages an inclusive culture where voices are heard and being open-minded is valued.
• Emotions and Performance: Puts effort into managing the link between emotions and performance that helps others do their best work by increasing self-awareness and reducing blind spots. Fosters a safe environment where others feel comfortable to take smart risks and build relationships.
• Drive Execution: Develops tactical plans that support the strategy and plans the detail of the projects, activities, and resources to deliver the goal.
• Coordinating Activity: Develops and manages processes conceptually and technically. Plans, monitors work, and accurately reads situations to course correct and ensure expectations are met.
• Navigating Change: Delivers change by bringing the team together, aligning their work and navigating them through the process. Stays on track by being optimistic and focusing on what is in their control. Executes by getting the right things done by the right people to deliver results.
• Driving Performance: Relentlessly reviews dashboards, systems, KPIs, procedures, and processes, and drives the team’s performance to incrementally improve results. Ensures processes are effective while aligning to best practice and increasing value.

Why You Should Join-Perks of the Role

• Healthcare, Retirement Fund and Risk benefit company contributions
• Quarterly performance incentives
• Reimbursable Communication allowances for internet and mobile phone bills
• Half-day off on your birthday
• 5 personal days leave a year, over and above your annual leave
• Home office set-up with laptop, monitor, chair and UPS

Stronger Together

Clickatell is unequivocally committed to Diversity, Inclusion and Belonging.  We believe that we are stronger together and that sameness limits our thinking and our opportunities. You are welcome at Clickatell for who you are, no matter where you come from or what you choose to believe. Our platform is for everyone, and so is our workplace. But it isn’t just about a whole lot of different people working together all having their say – it is about us creating a place where we all feel that we belong. It’s in our differences that we will find the power to keep revolutionizing the way the world uses chat technology.