Job Description

Applied Systems, Inc., a worldwide leader in insurance technology, is currently looking for a Manager, Pendo Strategy to be the driving force behind achieving Applied\xe2\x80\x99s goal to integrate modern in product help capabilities within our software products through the Pendo platform. Your strategic approach to managing in-app messages, stepped walkthrough guides, tool tips, announcements, surveys, and other content will play a pivotal role in enhancing user experience, increasing product adoption, and driving customer success. You will be responsible for Applied\xe2\x80\x99s processes for requesting, designing, testing, and publishing content, as well as communicating the roadmap and release notes for Pendo guides to internal stakeholders. You will work cross-functionally with product, UX (design), marketing, and CX (customer experience) teams to identify target customer segments, create engaging content, and optimize user experiences. This is a leadership role with management responsibilities over the Pendo content developers.

What You\xe2\x80\x99ll Do

• Develop Applied\'s digital adoption content strategy by managing the library of guides in Pendo, organizing the backlog of guides on the roadmap, and communicating guides release notes and roadmap to internal stakeholders
• Gain an understanding of customer resources such as Applied University, Knowledge Base, and resource hubs to comprehend how customers utilize them and Pendo\'s place in the overall digital adoption strategy to enhance user experience, increase product adoption, and drive customer success
• Create and manage effective processes for requesting, designing, testing, and publishing Pendo content
• Manage governance processes by reviewing existing guides and evergreen content, ensuring consistency in branding and tone of voice, identifying and prioritizing updates required for every product release, and assessing overall effectiveness of all guides/content
• Review new guide requests by comparing them against existing guides, then approving, prioritizing, and assigning them to developers to get created
• Develop metrics and KPIs to measure the impact and success of Pendo content and provide data-driven recommendations for continuous improvement
• Lead and manage a team of Pendo content developers to ensure quality and timely delivery of content
• Establish and maintain relationships with external vendors and partners to support Pendo content development and integration
• Develop and maintain a deep understanding of Applied\'s products, customers, and industry trends to inform content strategy
• Act as a subject matter expert for Pendo content strategy and capabilities and provide guidance and expertise to internal teams as needed

What You\xe2\x80\x99ll Need to Succeed

We\xe2\x80\x99re looking for someone who:

• Ability to work 100% remotely, or from an Applied Systems office
• Is able to travel on occasion to team meetings in Chicago and Pendo conferences

Your experience should include some or all of the following:

• Deep knowledge and understanding of Pendo (prior experience essential)
• Pendo certification
• 3+ years of experience in digital adoption content strategy, product marketing, customer success, or related roles
• Experience working with cross-functional teams and managing multiple projects simultaneously
• Excellent writing and editing skills with a strong attention to detail
• Bachelor\'s degree or equivalent work experience preferred

• We proudly support and encourage people with military experience, as well as military spouses, to apply

What You\xe2\x80\x99ll Gain

Benefits from Day One

• Health insurance plans, dental, and vision
• Wellness incentives
• 401(k) and/or RRSP retirement savings plans with employer match

Work-Life Balance

• Competitive paid vacation time and a free day for your birthday
• Personal/sick time
• Paid holidays
• Flex Time
• Paid parental leave (U.S. candidates)
• Volunteer time off

Empowering Career Growth and Success \xe2\x80\x93 We invest in talent, care about our people and are empowered by the results of our work. We grow our teams from within and give our employees opportunities to advance.

What We Value

We strive for excellence at every turn to be the best at what we do. We invest in talent, care about our people and are empowered by the results of our work. We fulfil the promise of insurance \xe2\x80\x93 safeguarding and protecting what matters most in people\xe2\x80\x99s lives. And there is no more important job than that.

Our focus on the workforce, workplace and marketplace gives us a qualified individual in an environment in which they can be productive while we maintain our position in the industry. To help drive that change toward a vibrant, modern workplace, we have employee-driven networks with commonalities in ethnicity, gender, sexual orientation and military status.

Who We Are

For more than 35 years, Applied Systems has created innovative technology for the global insurance industry. Today, we are a rapidly growing software leader that is revolutionizing the way agencies and brokerages succeed.

We are smart and curious people in a tech-first environment that champions bold and powerful thinking. We are transforming a complex industry through digitization, automation, and innovative new partnerships. Together we are driving the industry fearlessly forward.

It\xe2\x80\x99s an exciting time at Applied. You can do big things here, in an environment that supports creative thinking and bold ideas. Visit for more information on how you can challenge what\xe2\x80\x99s possible.

EEO Statement

Applied Systems is proud to be an Equal Employment Opportunity and Affirmative Action Employer. Diversity and Inclusion is a business imperative and is a part of building our brand and reputation. At Applied, we don\xe2\x80\x99t discriminate, and we are committed to recruit, develop, retain, and promote regardless of race, religion, color, national origin, sexual orientation, gender identity, disability, age, veteran status, and other protected status as required by applicable law.

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Applied Systems