About Wellspring

Wellspring Worldwide, Inc. is a leading provider of web-based software systems for managing research, technology commercialization, and innovation operations for universities, companies, government agencies, and independent labs. Founded in 2003, Wellspring has grown to serve over 500 organizations globally, including Fortune 500 companies, SMEs, hospitals, and universities. The company’s flagship products—Sophia, Flintbox, and Zeto—enable organizations to manage the entire innovation lifecycle, from discovery and IP management to commercialization and knowledge transfer.

Position Summary

We are seeking a highly efficient and technically skilled Content Strategist & Technical Writer to manage all end-user documentation and baseline training content for our suite of six flagship and add-on Unix-based products. This strategic role is focused on maximizing content reuse, optimizing our delivery pipeline, and establishing content performance metrics. The ideal candidate will leverage our existing MadCap Flare/Central system to maintain a single source of truth that feeds both our online help portal and the Salesforce Service Cloud Knowledge Base, driving significant increases in customer self-service and support case deflection.

Key Job Duties and Responsibilities

Content Authoring and Architecture (50%)

• Structured Authoring: Serve as the primary author and architect for all user-facing documentation, release notes, and help materials across six complex software products.
• Single-Source Management: Utilize MadCap Flare/Central to establish and maintain a single source of truth, ensuring maximum content reuse through conditional text, variables, and snippets across product lines.
• Training Content Production: Translate complex product functionality into clear, accurate, and structured baseline training materials that our Corporate Trainer and Services Trainer will leverage for final course development and delivery.
• Self-Directed and Deadline Driven: ability to structure and prioritize content development work to achieve product release deadlines with high level management guidance.

Workflow, Governance, and Automation (35%)

• SME Collaboration: Actively engage with Product Managers and Product Owners, attending sprint reviews and product demos to gather information firsthand, minimizing reliance on raw documentation handoffs.
• Standardized Input: Design and enforce a mandatory Content Intake/Documentation Brief template for Product Managers to ensure all required information is gathered efficiently and upfront.
• Process Automation Collaboration: Collaborate directly with Product Management and Engineering to define and implement automation processes (e.g., using scripts, Git, or tool APIs) to streamline content creation, continuous integration, and publishing workflows.
• Publishing Pipeline: Manage the automated publishing pipeline from MadCap Flare/Central to the Salesforce Service Cloud Knowledge Base to ensure timely and accurate updates for both internal support agents and external customers.

Documentation Strategy and Metrics (15%)

• Metrics Design and Tracking: Establish, analyze, and report on key documentation usage metrics across all delivery channels. Key metrics must include:
• • External/Customer Adoption: Page views, search effectiveness, and "Was this helpful?" engagement rates.
  • Internal Support Efficiency: Case deflection rates, Time-to-Answer reduction for support agents using the Knowledge Base, and link usage in case handling.
• Continuous Improvement: Use metric analysis and user feedback to propose and implement targeted changes to content design, information architecture, and delivery methods to continuously increase adoption and customer self-service.

Required Qualifications

• Experience: Minimum 3-5 years of experience as a Technical Writer or Content Strategist in a B2B software or technical domain.
• Essential Tool Expertise (Non-Negotiable): Proven, expert-level proficiency with MadCap Flare and the publishing workflow to MadCap Central.
• Content Delivery Systems: Strong understanding of publishing to and integrating with Salesforce Service Cloud Knowledge or similar Customer Support CMS systems.
• Technical Aptitude: Experience documenting complex, technical products, preferably with an enterprise-level software environment.
• Automation Familiarity: Basic familiarity with markup languages (XML, Markdown) or concepts like Docs-as-Code to effectively collaborate with engineering on tool and process definition.