OneSource Virtual

Leading customer relationships, driving adoption of services, and collaborating with internal teams to ensure customer success. | Extensive experience in sales engineering, product management, and customer-facing roles with leadership in technical environments. | OneSource Virtual (OSV) has helped more than 1,000 Workday customers take their teams from transactional to transformational with innovative technology and services for HR, payroll, and finance. Founded in 2008, OSV is the leading exclusive provider of Business-Process-as-a-Service (BPaaS) solutions for Workday, delivering services with unparalleled choice, unwavering commitment, and uncompromising support. OneSource Virtual's global headquarters is located in Dallas, Texas, with additional locations across North America and Europe. Find your company's solution atwww.onesourcevirtual.com. Job Description Summary The Customer Success Manager works to ensure customers achieve their desired outcome, with OSV services. As a trusted advisor, Customer Success Managers lead customers through defined success criteria, ensuring customers receive maximum value from our services. Customer Success Managers focus on driving adoption, increasing value, and managing retention. The Customer Success Manager partners with internal teams to drive a deeper understanding of the customer throughout the organization, leading to improved services and expansion opportunities. Responsibilities: • Handling overall responsibility for managing the customer relationship. • Establishing a trusted adviser relationship that works to ensure customer's overall satisfaction with our products and services. • Acting as a liaison between the customer and varying OSV servicedelivery areas. The focus is ensuring services adoption and capturing feedback. • Developing success plans for customers that outline their critical success factors, metrics and measures for success, potential issues, and provide recommendations. • Prioritizing and driving resolution on escalated customer challenges. • Promoting opportunities for two-way communication. • Monitoring and facilitating the customer's adoption of OSV services and solutions, as well as adoption of the workday technology. • Leveraging customer relationships as needed for prospect references. • Keeping customers informed of process and procedural changes. • Demonstrate competency in the Workday product suite - Financials, HCM, and Payroll. • Work with the client project manager and executive team to identify/resolve all issues that could impact satisfaction. Required Skills / Experience: • 2 -5 years in a customer facing services role (consulting or account management) that includes problem solving at both the business owner and executive levels. • Proven ability to collaborate and build strong relationships with customers, especially at the executive level. • Proven ability to engage across corporate functions (Services, Professional Services, Product Management). • Excellent verbal and written communication skills, including the ability to chair meetings or host webinars. • Bachelor's degree required or equivalent experience. • Excellent organization, time management, and communication skills. • Service industry experience a plus. • Up to 30% travel • Passion for targeted customer focus. #LI-REMOTE You are encouraged to learn and share ideas when you join the OneSource Virtual team. We reward innovative thinking, fresh perspectives, creative collaboration, and hard work. As an organization experiencing routine strategic growth, we are always on the lookout for intelligent, talented, and forward-thinking professionals to join our team. OSV employees enjoy a values-based culture, upward mobility, and professional development with opportunities of all kinds.

Develop and maintain technical documentation and multi-modal training content for software products, ensuring clarity, accuracy, and user engagement. | 5+ years technical writing experience, 3+ years instructional content creation, proficiency with HTML/CSS and Markdown, experience with AI content tools, and knowledge of Agile development. | OneSource Virtual (OSV) has helped more than 1,000 Workday customers take their teams from transactional to transformational with innovative technology and services for HR, payroll, and finance. Founded in 2008, OSV is the leading exclusive provider of Business-Process-as-a-Service (BPaaS) solutions for Workday, delivering services with unparalleled choice, unwavering commitment, and uncompromising support. OneSource Virtual’s global headquarters is located in Dallas, Texas, with additional locations across North America and Europe. Find your company’s solution at www.onesourcevirtual.com . Essential Functions/Duties/Responsibilities • Interview subject-matter experts to gather information for technical documentation and training content development. • Work with Product Managers and Customer Success teams to develop and review technical content that supports both documentation and training objectives. • Create and maintain comprehensive user training materials including step-by-step guides, interactive tutorials, video-based learning modules, and assessment tools designed to accelerate user proficiency and platform adoption. • Develop multi-modal training content that accommodates different learning styles including visual learners, auditory learners, and hands-on practitioners through varied content formats and delivery methods. • Create and maintain technical documentation and tutorial videos for customers to support OSV's products and services. • Design progressive learning pathways that guide users from basic platform orientation through advanced feature utilization, ensuring logical skill progression and knowledge retention. • Respond to internal requests for documentation additions and updates while maintaining focus on training effectiveness and user experience. • Collaborate with training teams to ensure written materials support live training sessions, webinars, and certification programs with consistent messaging and complementary content. • Ensure quality, accuracy, consistency, and clarity within our knowledge base documentation, tutorial videos, training materials, and interactive learning content. • Utilize AI tools and technologies to enhance content creation efficiency, personalize training materials, and automate content updates based on product changes and user feedback. • Track any updates or changes to OSV's products and services in our change log and release notes, ensuring training materials remain current and accurate. • Measure training content effectiveness through user analytics, feedback collection, and performance metrics to continuously improve learning outcomes and user satisfaction. • Define and advocate for changes to our documentation formats and publishing technologies with particular focus on interactive learning capabilities and multimedia content delivery. Competencies • Self-starter with passion for educational content creation and keeping current with trends in both technical writing and instructional design methodologies. • Detail and task oriented with ability to manage multiple training content projects simultaneously while maintaining quality standards. • Excellent verbal and written communication skills including grammar, spelling, sentence structure, and proofreading abilities. • Instructional design and adult learning principles knowledge with understanding of how to structure content for optimal learning retention and user engagement. • Ability to seek, recommend and implement tools and processes continuously to improve our product documentation and training delivery effectiveness. • Ability to accurately estimate timelines required to produce work product including both documentation and training content development. • Strong foundational technical and problem-solving skills with ability to understand complex software functionality and translate it into accessible training content. • Ability to understand and explain technical concepts to various user profiles and skill levels through appropriate content design and delivery methods. • Proficiency with AI tools for content creation including Large Language Models and specialized educational technology platforms for enhanced training material development. Supervisory Responsibility This role will not have supervisory responsibilities. Qualifications and Experience • 5+ years of experience defining, writing, and/or editing technical content with demonstrated progression in complexity and responsibility. • 3+ years of experience creating user training materials including instructional content, tutorial development, and educational program design. • Experience with documentation for technology and software products, preferably in FinTech, payroll, or financial services environments. • Intermediate knowledge of HTML/CSS for web-based content creation and formatting. • Experience with Markdown for efficient content creation and version control integration. • Experience working in an Agile development methodology with understanding of iterative content development and release cycles. • Familiarity with writing English for a global audience with understanding of accessibility and localization considerations. • Experience with AI tools for content creation including Large Language Models (ChatGPT, Claude, Gemini) and AI-powered writing assistance platforms. Preferred Skills • Bachelor's degree in Technical Writing, Communications, Education, or related field. • Experience with learning management systems (LMS) and e-learning authoring tools such as Articulate, Captivate, or similar platforms. • Video production and editing skills for creating multimedia training content and interactive learning experiences. • Understanding of instructional design principles and adult learning theory for effective training material development. • Advanced AI integration experience including personalized content creation, automated updates, and intelligent content optimization for different user segments. • Experience with content management systems and documentation platforms that support collaborative editing and version control. • Knowledge of payroll, tax, or financial services processes sufficient to understand business context and create relevant training scenarios. • Graphic design skills and familiarity with design software for creating visually appealing training materials and infographics. • Experience with user analytics and feedback collection tools to measure content effectiveness and optimize learning outcomes. • Certification in instructional design, technical writing, or related professional development programs. #LI-REMOTE You are encouraged to learn and share ideas when you join the OneSource Virtual team. We reward innovative thinking, fresh perspectives, creative collaboration, and hard work. As an organization experiencing routine strategic growth, we are always on the lookout for intelligent, talented, and forward-thinking professionals to join our team. OSV employees enjoy a values-based culture, upward mobility, and professional development with opportunities of all kinds.