Frontline Enablement Senior Associate - Knowledge Management
Frontline Enablement Senior Associate - Knowledge Management
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Job Description
We are seeking a Knowledge Management Specialist to lead the knowledge management and continuous improvement of enablement programs that empower frontline teams (Sales Support and Customer Success) with the skills tools and insights they need to succeed. This role will focus on maintaining structured knowledge content across solutions tools processes and soft skills to drive performance consistency and customer satisfaction.
Key Responsibilities:
Knowledge Management
- Manage scalable knowledge assets related to our enablement programs (Scope: Solutions tools processes and soft skills).
- Work closely with subject matter experts to extract curate and continuously manage the content.
- Create and maintain a structured knowledge base that is intuitive searchable and aligned to business goals.
Enablement Program Support
- Implement knowledge frameworks that complement onboarding ongoing learning and frontline enablement initiatives.
- Support the delivery of the Enablement programs integrating content on communication problemsolving and customer engagement.
- Collaborate with different departments (Product Marketing HR RevOps and enablement teams) to ensure alignment with enablement and performance goals
Tool & Platform Management
- Administer knowledge platforms and ensure content governance and version control.
- Track and analyze usage metrics to assess content effectiveness and identify opportunities for improvement.
- Optimize delivery formats (e.g. interactive guides video tutorials microlearning modules) for various learning styles and job functions.
CrossFunctional Collaboration
- Act as a bridge between product operations enablement and frontline teams to ensure knowledge reflects the latest solutions and best practices.
- Facilitate feedback loops with frontline staff to surface knowledge gaps and improve content relevance.
Qualifications :
- 5 years of experience in knowledge management enablement L&D or content strategy roles.
- Strong writing and instructional design skills with an ability to translate complex concepts into digestible content.
- Experience with knowledge tools (e.g. Confluence Guru Notion Zendesk Guide LMS platforms).
- Familiarity with frontline functions (sales support customer success) and their operational tools/processes.
Preferred:
- Background in SaaS tech or customerfacing environments.
- Knowledge of soft skills development and behavioral training frameworks.
- Certification in KnowledgeCentered Service (KCS) or instructional design is a plus.
Additional Information :
In return for your expertise we offer:
- Support with all the necessary office and IT equipment
- Flexible working hours
- Wellness allowance for mental and physical wellbeing
- Access to professional mental health support
- Referral bonus policy
- Learning and development
- Sustainability events and community involvement
- Peer recognition program
- Employeeled resource groups
- Optional (fully covered or cofinanced) health care and life insurance
- Multisport card
- Multikafeteria
- Lunch card
- Hybrid work organization
- Remote work from abroad policy
- Internet and Electricity bill allowance
- Additional day for community service when volunteering
Remote Work :
No
Employment Type :
Fulltime
Employment Type
Full-time
