Jonathan Koven
Writer & Editor
I'm a passionate, award-winning writer and editor based in Philly.
I hold a B.A. in English and creative writing from American University.
I'm currently a customer success manager for JPMorgan Chase.
Take a closer look at my experience and work samples below.
Thanks for visiting my site!
Employment History
Vice President, Customer Success Manager - Wilmington, DE
November 2022 - Present
• Communications lead; facilitating all incoming and outgoing messages, distribution management, archival in public repositories, and more, for Product Tooling space
• Digital learning and documentation lead; manage authoring and publication processes, knowledge base maintenance, testing and broadscale marketing for Product Tooling space
• Ongoing cross-functional engagement with stakeholders, customers, support, standards, etc.
Technical Writer at JPMorgan Chase (WePay) - Wilmington, DE
November 2022 - Present
-
Finance technology product documentation author and training expert within Product Commercialization Team
-
Responsible for strategy of end-to-end communication processes and partner relations, governance of information architecture in support of global initiative
-
Development and oversight of product construct backlog, reference guides, and internal and external-facing instructional literature
Lead Technical Writer at Teleflora - Remote
February 2017 - Present
-
Provide technical writing and content creation for point-of-sale software and development, including web-based tutorial projects, instructional manuals, instructional and marketing videos, and editor for internationally read literature
-
Produce material in support of Consumer Direct department (i.e. in-house newsletter, customer service handbook, and series of e-learning modules)
Freelance Editor - Remote
August 2019 - Present
-
Manage comprehensive editorial services to diverse clientele, projects ranging from professional literature (New Degree Press), to medical/scientific documentation (Penn Medicine at Home), legal writing (SelfLawyer.com), and more.
Contract Proofreader - Washington, DC
April 2016 - February 2017
-
Served editing, manuscript revision, and publishing duties at various firms in DC area as contract employee for Beacon Hill Staffing, NonProfit HR, and Creative Circle
-
Proofreader at International Food Policy Research Institute; influenced the revision process of documents concerning clientele management
-
Principal communications liaison for Association of American Veterinary Medical Colleges (AAVMC) with global network of 49 veterinary schools; developed and published annual Veterinary Medical School Admissions Requirements text/database
-
Administrative Lead for National Association of City and County Health Officials; operated in direct support of Executive Management Administrator; functioned as revisionist for all incoming/outgoing documentation to department staff
-
Technical Writing / Editing
-1.png)
Instructional Manuals, Release Notes, Help Files, Training Articles, and more
For Teleflora, I wrote and edited context sensitive e-help files, as well as produced their internal and external release notes, newsletters, instructional manuals, and more. This material is protected and cannot be reproduced for viewing. For JPMorgan Chase, I created product constructs, feature documentation, broadscale communications, and more. Above is a cropped example of a product construct, for the WePay eCheck Canada initiative.
Creative Writing (Fiction and Poetry)
Publications
I've had my creative work featured in many publications in the last ten years. I'm also the author of four books: Palm Lines (Toho Publishing, 2020), the award-winning Below Torrential Hill (Electric Eclectic, 2021), Mystic Orchards (Kelsay Books, 2023), and the collaborative novel Spark Bird (Thirty West Publishing, 2024). More is sampled below.
E-Learning
Interactive Training Modules
I created many e-learning modules for Teleflora's Consumer Direct department, the above module only one example of these projects. These were created with Articulate 360, featuring multifaceted interactive quizzes, tutorial videos, and more. I currently manage the Customer Success digital learning space at JPMC, creating software simulation videos and interactive e-learning modules.
Media Content Development
Software Simulation Demos and Tutorial Videos
I created content for Teleflora's IT and POS departments, such as software simulation demos and tutorial videos. This above example is a video focusing on Dove POS Order Entry functionality for taking Carry Out and Pick Up orders. I developed this video using Adobe Captivate. At JPMC, I create similar training videos around the tech products in the Customer Success space.
