Canada
Remote
Mid Level
Full Time
25 days ago
💰CAD 147,800 - CAD 243,200
remotefully_remotecustomer_successplaybook_managementstandards_ownership
Requirements
- •Hands-on experience building or significantly improving a playbook, standards, or knowledge management system in a CS or professional services organization
- •Proven track record governing content quality across contributors not directly managed
- •Experience working within or documenting a multi-stage customer journey in SaaS or enterprise software
- •Ability to push back on stakeholders and leadership with data and constructive recommendations
- •Comfort operating in a hybrid authorship model coordinating SMEs while retaining editorial ownership
What You'll Do
- •Own the playbook operating model end-to-end including structure templates, authoring guide, editorial process, approval workflow, version control, and documentation tooling standard for all CS collateral
- •Manage the hybrid authorship model determining which playbooks are authored in-house, led by SMEs, or co-authored
- •Map the CS playbook library to customer journey milestones organizing field assets by stage
- •Run the recurring review cycle and field feedback loop with accountable SMEs and review cadence
- •Identify process inefficiencies across the CS motion, diagnose friction and rework, and recommend changes to CS leadership
- •Audit existing documentation, establish cleanup and consolidation baseline, and publish documentation tooling standard within first 90 days
Nice to Have
- •Prior player-coach or standards-ownership experience in enterprise software, SaaS, or professional services
- •Experience with governance and adherence reporting frameworks for content or process compliance
- •Experience coordinating a distributed regional review network across time zones and cultures
- •Experience designing playbook libraries organized around customer lifecycle stages rather than functional silos
- •Experience presenting process improvement recommendations to stakeholders including changing established ways of working
Benefits
- •Remote & Flexible work from anywhere with home office budget, co-working space support, and flexible time off
- •In Person Connection through Annual Kickoff, team offsites, and Camundi Connection Budgets
- •Health & Wellbeing with locally tailored healthcare, Modern Health for mental wellbeing, and Live Well Lifestyle Spending Account
- •Financial Security including retirement and pension plans with company contributions, life and disability insurance
- •Professional Growth with up to $/€/£1,000 per year for self-driven learning such as courses, certifications, and books
About Camunda
Camunda enables organizations to orchestrate and automate processes to overcome complexity, increase efficiency, and operationalize AI.
Berlin, Germany
500-1000
IT Services & Consulting