CINC Systems

Compensation

Full Description

Manager, Client Enablement Content Business Unit: Client Operations Department: Training and Implementation Reports To: Vice President, Training and Implementation Location: Duluth, GA / Remote FLSA Status: Exempt Direct Reports: Yes About CINC Systems CINC Systems is the largest provider of accounting and management software in the community association management industry and the innovator behind accounting and banking integration. Founded in 2005 by a banker as the industry's first SaaS offering, CINC Systems now employs nearly 300 people and provides software and applications to more than 50,000 associations servicing over 5 million. In January of 2024, Hg Capital made a significant investment in CINC to accelerate the company's growth trajectory and institute rapid product development. While innovation continues to drive our growth, our people are who sustain our growth. Does the idea of being part of a humble, accountable, and team-oriented work culture with great benefits in a remote work environment sound appealing? If so, please read about the Engineering Manager role to see if you'd be interested in applying to be part of the CINC team! Job Purpose The Manager, Client Enablement Content is responsible for leading the strategy and execution of client-facing content and digital adoption initiatives at CINC Systems. This role combines ownership of all client-facing enablement content, including instructional design, technical writing, in-app content, and administration of the learning management system. The ideal candidate will collaborate cross-functionally to ensure content and in-app experiences align with product updates, client needs, and CINC's brand standards. Essential Duties & Responsibilities • Create and manage user documentation, FAQs, release notes, and onboarding materials for external audiences. • Design instructional content including tutorials, walkthroughs, and in-app guidance to support client onboarding and adoption. • Serve as Subject Matter Expert for assigned products and function as liaison between Product Management/Development and internal customers. • Collaborate with Marketing, Product, Development, and Client Operations teams to identify content needs and ensure alignment with product updates. • Develop and execute project plans to ensure timely delivery of in-app content using sound instructional design. • Design and/or create instructional content that is concise, engaging, and appropriate for the intended audience, purpose, and delivery method. • Establish and monitor KPIs to measure content effectiveness, usage, and client satisfaction. • Ensure consistency in tone, branding, and formatting across all client-facing content. • Promote self-service enablement by driving the adoption of knowledge resources among clients. • Continuously improve content based on client feedback, analytics, and evolving business needs. • Manage a team of content creators, instructional designers, or technical writers as needed. Minimum Requirements & Competencies • 8+ years of experience in knowledge management, instructional design, or technical content development. • 2+ years of experience leading client-facing content or documentation teams. • Experience designing instructional content and in-app guidance for SaaS products. • Experience with digital adoption platforms (e.g., WalkMe, Whatfix, Pendo, Gainsight PX) and designing a holistic client-facing content strategy. • Experience designing and delivering content via multiple modalities such as live/virtual instructor-led training, simulation-based eLearning, and other self-paced content. • Expert at structuring and administering content on learning management systems for client delivery. • Excellent written and verbal communication skills with a focus on clarity and user experience. • Ability to manage multiple projects and collaborate across departments. • Experience in SaaS, property management, or enterprise software preferred. • Bachelor's degree in Communications, Instructional Design, Information Science, or related field; Masters degree strongly preferred. Core Values and Culture Expectations Demonstrates integrity and ethics in day-to-day tasks and decision-making. Adheres to CINC Systems' core values of being humble, accountable, and team-oriented. Operates effectively in a collaborative environment, maintains a focus on self-development, and seeks continuous feedback and learning opportunities. Maintains confidentiality in communications and interactions as appropriate. Benefits: Great working environment Career development Work/life balance Annual bonus Medical Dental Vision Life Insurance Short-term & Long-term disability insurance Flexible Spending Plan (childcare & healthcare) 401K (matching available) 136 hours of paid time off per year 10 paid holidays per year Bonus holiday: Your birthday is a paid day off! 2 self-care/mental health days per year Free snacks & Coca-Cola soft drinks (when in office) CINC is an Equal Opportunity Employer of women, minorities, protected veterans and individuals with disabilities.