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Title:  Customer Success Storyteller

Location: 

Research Triangle Park, NC, US, 27709

Requisition ID:  28075

Job Summary

Customer Success Storyteller - Technical Writer/Researcher

Job Summary:

NetApp, the data authority, is changing the world with data.  We are looking for an experienced customer success storyteller – technical writer/researcher who can engage cross-functional internal stakeholders and satisfied customers in order to create compelling customer success stories, case studies, video scripts, presentation messaging, and summary slides. In a fast paced and demanding environment, the Customer Success Storyteller – Technical Writer/Researcher will work closely with field marketing, sales, subject matter experts, digital, and marketing to conduct all necessary research and interviews required to create important customer reference assets. This writer will be part of hunting down storytelling opportunities through the organization. She or he will create and edit technical and human-interest stories that position NetApp as the leader in delivering unparalleled power to its customers to help them achieve their desired business outcomes and unlock the power of data, data storage, data management, and data analysis.

The Technical Writer/Researcher will have experience writing and researching for complex technical digital publications, PR, marketing, internal and external communications.  The ability to elicit and articulate technical solution details concisely is also critical to the success of this role.

This is a mission-centric opportunity to be part of a highly collaborative team that is responsible for sharing customer success stories and proof points across NetApp and throughout the world.

Job Requirements

Key Responsibilities:

  • Act as a researcher who uses traditional and non-traditional methods to find customer success stories throughout NetApp and its immense customer base
  • Apply skills to a broad range of researching/editing/writing/documentation projects, including complex, and highly technical assignments
  • Edit documents according to the level of edit required (copy, substantive, rewrite)
  • Write or assemble new material from customer-supplied information
  • Align all writing, communication and marketing assets with overall corporate messaging, tone and POV
  • Spearhead the full cycle of customer reference asset development through to completion
  • Lead the internal efforts of working cross-functionally to locate, identify, evaluate, validate, research, interview, write and deliver powerful customer stories and reference assets
  • Participate in regular cross-functional meetings and relevant project meetings
  • Liaise with other business support functions as necessary in course of duties
  • Contribute to standards development and sharing throughout the organization
  • Manage time and expectations in the execution of asset development, while meeting delivery dates
  • Provide guidance and support to less experienced writers and editors
  • Submit effective, concise communications regarding issues, risks, objectives, and initiatives
  • Conduct Interviews for case study, success story, and video script development
  • Own standard operating procedures (SOPs) for finding and delivering engaging customer stories and update as needed to maintain smooth operations
  • Revise documents as required to accommodate changing business requirements and goals
  • Maintain style guide and customer success storytelling template to set gold standard for documentation to maintain order, clarity, conciseness, style and terminology
  • Contribute to the establishment of customer reference governance policy documentation to foster writing standards across the organization
  • Create Training materials based on standard training templates (and update templates as required)
  • Conduct writing training with internal stakeholders
  • Continuously improve, enrich and extend documentation over time to continue to adapt and evolve to changing requirements, corporate messaging and imperatives
  • Edit documents for heavy reorganization and rewriting as required, with attention to grammar, style, format, and consistency according to appropriate style guide or knowledge of customer and NetApp brand guidelines
  • Conduct extensive product and customer research to reflect details in effective storytelling messages, narratives
  • Own every stage of the content cycle, from brainstorming on initial wireframes to achieving perfect copy
  • Juggle multiple projects at once, while prioritizing your tasks and meeting tight deadlines
  • Be an ambassador for our storytelling culture and mission to bring important customer success stories to audiences around the world

Education

Typically requires a minimum of 8 years of related experience with a Bachelor’s degree; or 6 years and a Master’s degree; or a PhD with 3 years experience; or equivalent experience.

Equal Opportunity Employer Minorities/Women/Vets/Disabled.


Nearest Major Market: Durham
Nearest Secondary Market: Raleigh

Job Segment: Data Management, Data Analyst, Technical Writer, Customer Service, Research, Data, Technology