Knowledge Manager
Knowledge Manager
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Job Description
At Klipboardweve introduced a flexible hybrid work policy where employees spend three days in the office and two days working from home. This approach promotes a balanced work environment that combines office collaboration with the comfort and convenience of remote work.
Klipboard provides specialist software services and support to deliver fully integrated trading and business management solutions to companies in the distributive trade wherever they are in the world. With a unique depth of knowledge and experience in ERP/SaaS solutions Klipboard has a wide range of clients includes wholesalers distributors merchants and retailers from small traders to multinational enterprises. Klipboard has offices in the UK Ireland The Netherlands South Africa Kenya and North America. Our mission is simple: to design and deliver high performance integrated ERP solutions that enable our distributive trade customers to source effectively stock efficiently sell profitably and service competitively
The Account Manager will work closely with and support the Sales Director in raising the companys profile maximise income through selling into the existing client base and contribute creatively to the continued growth and development of the organisation. The role will involve being the point of call for clients and internal support staff regarding critical client issues and commercial aspects of the account.
Key Responsibilities:
- This role will involve liaising internally and externally to manage specific customers and influence solutions.
- Building relationships at all levels including board and executive within the accounts
- Identification and closure of sales opportunities within this account
- Internal and external management of account to ensure maximum commercial return
- It is expected that as a minimum you will deliver an agreed annual sales target for the named accounts
- You will be required to manage and coordinate all commercial aspects of the account on a daily basis with a focus of driving sales and taking more of their IT spend.
- On a monthly basis you will report and forecast at the sales meeting and via the CRM the activity and opportunities that exists within your accounts
- It is expected that much of your time will be spent at your customers premises
- You will be in control of all contractual aspects of our relationship with the customer with the full support of the management
Key Requirements:
- Outstanding verbal and written communication skills
- Excellent interpersonal and organisational skills
- Creative practical and able to work effectively under pressure and to tight deadlines
- High level of computer literacy excellent Excel skills required
- Strong commercial awareness in all areas
- Experience of working in sales within a software solution sales environment
- Excellent technical understanding from an application and technology perspective
- Demonstrate success in a similar role
- Deep knowledge of K8 or similar ERP system is compulsory
Special Role Requirements
A current SA driving licence is desired; overtime travel and staying away from home will be a requirement
Company Info
You may also have seen from our recent posts that we are excited to begin sharing our new company name Klipboard. Kerridge Commercial Systems (KCS) is becoming Klipboard and our new brand is designed to bring together our expertise across distribution automotive retail rental transport management manufacturing and field service management. We have offices based across the world and we are looking for talented individuals to join our growing teams. Due to our growth over the last few years it is an exciting time to join us as we enter our next chapter! At Klipboard weve introduced a flexible hybrid work policy where employees spend three days in the office and two days working from home. This approach promotes a balanced work environment that combines office collaboration with the comfort and convenience of remote work.
Equal Opportunities
As a global company we value and respect the diversity of our workforce aiming to empower everyone to embrace each others differences. We are committed to creating an inclusive workplace where diversity equity and inclusion are integral to our company and culture. We recognize the benefits of a diverse workforce where creativity and valuing differences enable us all to thrive and sparks innovation.
If you require any help adjustments and/or support during the interview and offer process then please advise our TA or HR team.
Research shows that women and other underrepresented groups are less likely to apply for a role unless they meet every listed requirement. However we recognise that skills and experience come in many forms and we encourage you to apply even if you dont meet every criterion. If you are passionate about this role and believe you have the right mindset and transferrable skills we would love to hear from you!
To all recruitment agencies: Klipboard does not accept agency speculative resumes. At present we only accept CVs from Agencies on our PSL who have been assigned specific position/s. Please do not forward resumes to our careers site or direct to Klipboard employee as this does not constitute an introduction and Klipboard retrospectively will not be liable for any candidate ownership or fees related to unsolicited resumes. If you wish to be considered for our PSL then please emailhowever please note we receive a high volume of requests and we are unable to accept them all
#LIHybrid
Great Software solutions dont happen without great people. We have the best software solutions for our market because we have the best people.
Happy Customers lead to retention of their business as well as turning them into advocates for the company which attracts new business opportunities. The Customer Success Team have the goals of acting as the advocate for the customer within the company and to develop a holistic view of all technical aspects of every customer. Customers Success will manage all issues affecting customer sentiment and work on plans to increase this. Influencing the Delivery teams in order to optimise the processes of the teams is key to this.
The Knowledge Manager will be responsible for the success of the knowledge management (KM) framework implemented across the Support teams and that visible to the Customers. They will drive continuous improvement of this framework in collaboration with key stakeholders and the KM team members/Support team contributors.
Key Responsibilities:
Duties include:
- Designing developing and managing programs related to knowledge management. This includes developing processes and protocols for storing information making it accessible controlling access and capturing new knowledge.
- Deploying training communications and awareness programs related to knowledge management.
- Identifying ways to improve the current knowledge management system.
- Collaborating with team members to capture new information that can be stored in the knowledge base.
- Maintaining the knowledge management system or platform (Knowledge Base Customer Forums Portal Content).
- Conducting evaluation strategies to gauge knowledge program effectiveness and return on investment. This can include metrics collection analysis and reporting.
- Promote the use of the Knowledge Management Tooling Encouraging a knowledgesharing culture across the Customer Services organization.
- Develop a robust roadmap strategy for implementing knowledge management that builds upon industry best practices and leverages tooling and process advancements.
- Evaluate revise and continuously improve the knowledge management framework workflow and procedures
- Understand and recognize key challenges/roadblocks to Knowledge management cultural change and develop effective programs to drive adoption and improve value
- Train the Support team analysts on creating knowledge articles for customer consumption
- Manage the Review process of the Knowledge articles ensuring that content is accurate and up to date at all times
- Identify and evangelize success stories from the Knowledge Management Program.
- Design and develop incentive mechanisms to acknowledge and highlight active participants.
- Review Feedback from employees and also customers to drive improvements to the knowledge management program
- Provide Content and moderation for the Customer Portal and End Customer Community
- Work with the team to develop process best practice for Problem Change and Incident Management as well as Knowledge
- Use expertise to assist the wider Customer Services Organisations with best practice for Knowledge
- Work with the Global Customer Success Director to drive a culture of Customer Delight
Skills Knowledge and Experience:
- Bachelors Degree in a related field and a minimum 4 years practical work experience.
- Extensive experience of implementing Knowledge Management frameworks
- Excellent writing interpersonal and oral communication skills with a proven ability to write edit and organise thoughts in a clear concise and well organised manner
- Experience with Process design and efficient information architecture
- Experience with Knowledge base management databases wikis etc
- Experience in ITIL and the main processes of Incident Problem Change and Knowledge
- Has a continuous Improvement Mindset
- Experience utilising Servicenow for knowledge management
- Experience managing/moderating a community discussion forum
- Strong Problem solving and analytical skills with a solutions orientated approach
- Ability to adapt to changes in business needs and work in a fastpaced environment
- Able to analyse multiple data points to identify trends and determine the likely success of targeted interventions
- Ability to be effective and maintain strong internal and external relationships working in a global virtual setting
- Strong team player but still a selfstarter.
- Thrives in a multitasking environment and can adjust priorities onthefly.
Company Info
You may also have seen from our recent posts that we are excited to begin sharing our new company name Klipboard. Kerridge Commercial Systems (KCS) is becoming Klipboard and our new brand is designed to bring together our expertise across distribution automotive retail rental transport management manufacturing and field service management. We have offices based across the world and we are looking for talented individuals to join our growing teams. Due to our growth over the last few years it is an exciting time to join us as we enter our next chapter! At Klipboard weve introduced a flexible hybrid work policy where employees spend three days in the office and two days working from home. This approach promotes a balanced work environment that combines office collaboration with the comfort and convenience of remote work.
Equal Opportunities
As a global company we value and respect the diversity of our workforce aiming to empower everyone to embrace each others differences. We are committed to creating an inclusive workplace where diversity equity and inclusion are integral to our company and culture. We recognize the benefits of a diverse workforce where creativity and valuing differences enable us all to thrive and sparks innovation.
If you require any help adjustments and/or support during the interview and offer process then please advise our TA or HR team.
Research shows that women and other underrepresented groups are less likely to apply for a role unless they meet every listed requirement. However we recognise that skills and experience come in many forms and we encourage you to apply even if you dont meet every criterion. If you are passionate about this role and believe you have the right mindset and transferrable skills we would love to hear from you!
To all recruitment agencies: Klipboard does not accept agency speculative resumes. At present we only accept CVs from Agencies on our PSL who have been assigned specific position/s. Please do not forward resumes to our careers site or direct to Klipboard employee as this does not constitute an introduction and Klipboard retrospectively will not be liable for any candidate ownership or fees related to unsolicited resumes. If you wish to be considered for our PSL then please emailhowever please note we receive a high volume of requests and we are unable to accept them all
#LIHybrid
Required Experience:
Manager
Employment Type
Full-Time
