Sr. Content Developer

Position Overview

As a Sr. Content Developer at Autodesk, you will play a crucial role in the Content Strategy & Experience team within Customer Technical Success (CTS). You will ensure high-quality content is delivered to customers, empowering them to work through their inquires including account management, downloads, purchases, refunds, and billing—so they can successfully adopt and use Autodesk's platforms with ease.

In this role, you will join a newly formed team of content creators who design integrated omni-channel audience-centric content plans to enable Autodesk to provide self-service solutions to customers by providing quality content to Autodesk support page and to inform AI-driven help.

Responsibilities

• Collaborate with stakeholders, find and use customers' insights to create audience-focused content plans that improve customers' digital support experience. This implies a proactive mindset with designing and implementing programs to manage the entire content lifecycle, aligning anticipated customer needs with the right content formats, at the right time, and delivery systems. Additionally, plan and execute content updates for the account management page to ensure seamless transitions and consistent user experiences, empowering customers to self-serve by managing their account-related activities and interactions with the platform efficiently
• Proactively use data driven insights and expertise to enhance content that increases consumption and findability of content. Ensure content is published, accurate, easy to consume, and optimized for delivery across channels, especially through search engines (SEO) and Large Language Models (LLM)
• Monitor and report on the effectiveness of content development and consistently provide new and relevant content ideas and actionable recommendations and insights for content scope. Guide and train CTS staff on best practices for content creation focusing on efficiency and quality
• Maintain a working knowledge of all topics related to account management , downloads, purchases, refunds, and billing to ensure the validity of information and effectiveness of content for customer self-service
• Stay updated on content trends, emerging technologies, and best practices in content strategy. Integrate relevant insights into the team to promote a culture of innovation and knowledge sharing

Minimum Qualifications

• 5+ years of experience in creating and managing audience-focused content plans, analyzing audiences, handling the entire content lifecycle, including writing, and editing customer-facing support content
• Exceptional communication, project management, and stakeholder engagement skills, turning strategic plans into clear tasks, prioritizing activities based on urgency and impact, simplifying complex projects, and driving progress and improvement
• Strong analytical and problem-solving skills
• Self-driven, proven ability to work independently and collaborate well across various levels and locations
• Good understanding of customer support operations, knowledge management, and self-service strategies
• Familiarity with content management systems (CMS), authoring tools, SEO, and Large Language Models
• Working knowledge of content governance principles and best practices
• Willingness to attend global meetings across varying time zones, ensuring effective collaboration and communication across diverse geographical regions and organizational levels
• Experience in training and enabling staff on best practices for content creation is a plus