Required Customer Success Knowledge Manager
Self-service is a top priority, sponsored directly by company Leadership. Content and Self-Service are at the core of our Customer Success strategy, both internally for our team and colleagues and externally for our customers.
As a Customer Success Knowledge Manager you will…
Transform the way content is presented to our customers by implementing innovative solutions in our Help Center
Manage and direct the creation of professional and creative content
Work with the teams researchers to measure content effectiveness, set targets, and if necessary revise content until user targets are met and engagement increases
Work with the teams developers to automate publication and validation processes
Interact with our customers to better understand how they use our content
Foster a culture of knowledge-sharing, contribution, and transparency
Build relationships and identify partners across the organization to help promote a knowledge everywhere approach.
Self-service is a top priority, sponsored directly by company Leadership. Content and Self-Service are at the core of our Customer Success strategy, both internally for our team and colleagues and externally for our customers.
As a Customer Success Knowledge Manager you will…
Transform the way content is presented to our customers by implementing innovative solutions in our Help Center
Manage and direct the creation of professional and creative content
Work with the teams researchers to measure content effectiveness, set targets, and if necessary revise content until user targets are met and engagement increases
Work with the teams developers to automate publication and validation processes
Interact with our customers to better understand how they use our content
Foster a culture of knowledge-sharing, contribution, and transparency
Build relationships and identify partners across the organization to help promote a knowledge everywhere approach.
Requirements:
B.A or M.A in relevant fields – must
Proven writing skills – must
2-4 years in a Knowledge Management or related roles – must
Successful experience in innovative thinking and risk-taking – must
Content Strategy development experience – must
Creativity, innovation, and execution skills: proven record of driving new and innovative solutions from start to finish – must
Experience in working with web interfaces (HTML, Javascript) – must
Technical Writing experience – advantage
Experience in designing content navigation experience – advantage
Experience in working in or with a customer success organization – advantage
Experience in working with Content Delivery Platforms (Zoomin/Fluid Topics) – advantage
Experience working with authoring tools (Paligo, Author-it, Salesforce Knowledge) – advantage
Training materials development in DevOps or SaaS – advantage.
B.A or M.A in relevant fields – must
Proven writing skills – must
2-4 years in a Knowledge Management or related roles – must
Successful experience in innovative thinking and risk-taking – must
Content Strategy development experience – must
Creativity, innovation, and execution skills: proven record of driving new and innovative solutions from start to finish – must
Experience in working with web interfaces (HTML, Javascript) – must
Technical Writing experience – advantage
Experience in designing content navigation experience – advantage
Experience in working in or with a customer success organization – advantage
Experience in working with Content Delivery Platforms (Zoomin/Fluid Topics) – advantage
Experience working with authoring tools (Paligo, Author-it, Salesforce Knowledge) – advantage
Training materials development in DevOps or SaaS – advantage.
This position is open to all candidates.
