Senior Manager - Technical Writing

nCino offers exciting career opportunities for individuals who want to join the worldwide leader in cloud banking.

At nCino we are dedicated to creating software that is changing the financial industry by helping bankers lend with confidence, efficiency, and transparency and better engage with their customers. Our Product Development and Engineering department is a talented group of software engineers, product managers, product designers, quality assurance engineers, and others who work closely together in agile teams to build banking software of the highest quality. Our department values are courage, collaboration, craftsmanship, and fun, and those values guide us in balancing hard work with passion and enjoyment for what we do.

As Senior Manager, Technical Writing you'll lead the technical writing team responsible for partnering with product, agile teams, and other internal stakeholders to develop and maintain clear, concise, and effective documentation, including release notes, online knowledge base articles, API/developer documentation, and more. You will set the long-term strategy for content alignment across the company. You will lead the team and the company to evolve and scale content to meet the needs of a best-in-class SaaS company operating at scale and serving our global customer base.

Responsibilities

• Lead a team of Technical Writers, setting the goals, priorities, and vision.
• Communicate team processes and overall direction to internal stakeholders
• Advocate across the company for implementation of best practices for documentation and internal/external communication
• Manage, coach, and develop the Technical Writers to partner with product, agile teams, and other internal stakeholders to develop and maintain clear, concise, and effective documentation
• Oversee daily activities of the Technical Writing group
• Provide guidance and direction on documenting complex technical information, negotiating scope, deadlines, etc.
• Contribute to the overall strategic direction of solutions and ensure alignment with overall departmental initiatives and SDLC
• Establish and/or maintain a document control system to manage approvals and track documentation changes and updates
• Proactively identify opportunities to provide documentation support by assessing incoming requests and working directly with end users and evaluating their feedback
• Establish and/or maintain a documentation request system to manage change requests or requests for new content to ensure the knowledge base is up-to-date and comprehensive
• Work cross-functionally to identify opportunities for process improvement
• Act as the liaison to various cross-departmental teams to articulate impacts to their organization and ensure said impacts are documented accurately and effectively
• Serve as lead for integration of content with complementary systems and programs (e.g., training, marketing, enablement, knowledge, etc.)
• Identify opportunities for new or updated content by monitoring/reporting on search behavior of content consumers
• Validate accuracy and completeness of documentation by observing product use and independently testing features/functionality
• Serve as lead author/editor for new technical documents and publications as required
• Edit and update existing documentation as needed to ensure meet quality standards
• Provide coaching and mentoring for various internal teams to ensure documentation is clear and serves the intended purposes
• Collaborate with marketing and enablement teams to ensure documentation is aligned and maintained
• Establish and/or maintain the Style Guide and ensure adherence to quality assurance standards
• Establish quality standards and mechanisms for measuring deliverables against them
• Design and implement metrics that allow the team and leadership to measure team performance and identify opportunities for improvement

Additional Responsibilities

• Perform writing and content training for our Professional Services department
• Responsible for developing presentations, such as new hire bootcamp
• Own all content standards including product copy guidelines, standard vocabulary and naming, and best practices & templates

Qualifications
Required:

• Bachelor's Degree, preferably Marketing, Communications, English, or related degree
• 8+ years' experience in knowledge, content, or combination of experience, education, & superior performance
• 2+ years' direct management experience leading content development, technical writing, and/or business writing
• Knowledge management experience with deep writing knowledge and experience including technical writing, marketing writing, and business writing
• Proven ability to manage multi-levels of an organization, from individual contributor to management level
• Deep understanding of user communities and user groups
• Proven track record of leading technical projects
• Excellent organizational, writing, and communication skills
• Passionate about community best practices, principles, concepts, and technologies
• Proven ability to work across all functional organizations as well as levels in the organization
• Ability to thoroughly understand complex business and technical issues surrounding each project and influence cross-functional teams without formal reporting structure authority
• Multi-tasker who understands how to develop tactical plans that align with the company's strategy

Desired:

• Knowledge Management and/or Salesforce Certification(s) a plus

• Master's degree in relevant field

If you thrive in a high-energy, entrepreneurial environment, we invite you to share your passion, ideas and excitement at nCino.

nCino provides equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, protected veteran status, disability, genetics or other protected groups. In addition to federal law requirements, nCino complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.

nCino is committed to the full inclusion of all qualified individuals. As part of this commitment, nCino will ensure that persons with disabilities are provided reasonable accommodations. If reasonable accommodation is needed to participate in the job application or interview process, to perform essential job functions, and/or to receive other benefits and privileges of employment, please contact us at [email protected].

Our commitment to inclusion and equality includes a strong belief that the diversity of our team is instrumental to our success. We strive to create workplaces where employees are empowered to bring their authentic selves to work.