Knowledge Manager
Knowledge Manager
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Job Description
Job Description:
The Knowledge Manager has a pivotal role in shaping and driving the learning strategy for our Customers and our Customer Success organization at Flexential. This individual will oversee the development implementation and evaluation of training programs designed to enhance our customers experience and our employees skills knowledge and professional development.We are looking for:
3 years in a training or enablement role ideally within a Customer Success or SaaS organization
Strong understanding of Customer Success principles methodologies and best practices
Experience designing and delivering training programs for diverse audiences including leadership teams
Excellent facilitation and communication skills with the ability to engage and inspire learners
Strong project management skills with the ability to prioritize and manage multiple initiatives simultaneously
Familiarity with learning management systems (LMS) and other training delivery tools
An aptitude for leveraging AI platforms to improve the efficiency and effectiveness of our programs
Ability to analyze data to assess program effectiveness and inform continuous improvement
A self-starter with a collaborative proactive and customer-focused mindset
Key Responsibilities and Essential Job Functions:
Knowledge Base Development:
- Design structure and maintain a comprehensive knowledge base for internal and external use.
- Create curate and update knowledge articles FAQs troubleshooting guides and procedural documentation.
- Ensure content is accurate concise and user-friendly.
Content Governance:
- Establish and enforce standards and processes for knowledge creation review and publication.
- Regularly audit knowledge assets to ensure relevance and compliance with organizational policies.
- Monitor usage metrics and feedback to improve content quality and accessibility.
Collaboration & Training:
- Work closely with support teams subject matter experts and product teams to identify knowledge gaps and capture essential information.
- Train support staff on effective use of the knowledge management system.
- Promote a culture of knowledge sharing across the organization.
Technology Management:
- Select implement and manage knowledge management tools and platforms.
- Integrate the knowledge base with customer support systems such as ticketing chatbots or CRM solutions.
- Stay informed on industry trends and advancements in knowledge management technology.
Performance Analysis:
- Track key performance indicators (KPIs) such as article usage resolution time and customer satisfaction to assess the impact of the knowledge base.
- Provide regular reports and insights to stakeholders.
- Develop and implement strategies to address performance gaps.
Customer-Centric Focus:
- Ensure the knowledge base aligns with customer needs and preferences.
- Solicit and incorporate feedback from users to improve content and usability.
Required Qualifications:
- Bachelors degree in Information Management Communications or a related field.
- 3 years of experience in knowledge management technical writing or customer support roles.
- Strong writing and editing skills with an emphasis on clarity and organization.
- Excellent collaboration and communication skills.
- Analytical mindset with the ability to use data to drive decisions.
Preferred Qualifications:
- 5 years in customer facing roles (Sales Account Management Customer Success Customer Service)
- Proficient in Service Now & Gainsight
Physical Requirements:
- Ability to sit for extended periods of time
- Moderate keyboard usage
Base Pay Range: Annualized salary range offered for this position is estimated to be $83000 - $100000. However the actual pay range depends on each candidates experience location and qualifications.
Variable Pay: Discretionary annual bonus based on personal and company performance.
Not meeting every single requirement No problem! We are looking for candidates who possess unique skills that set them apart from the rest. If youre enthusiastic about this role and believe you have the skills and abilities that would make you successful dont hesitate to apply today!
Benefits of working at Flexential:
Medical Telehealth Dental and Vision
401(k)
Health Savings Accounts (HAS) and Flexible Spending Accounts (FSA)
Life and AD&D
Short Term and Long-Term disability
Flex Paid Time Off (PTO)
Leave of Absence
Employee Assistance Program
Wellness Program
Rewards and Recognition Program
Benefits are subject to change at the Companys discretion.
EEO Statement: Flexential is an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race color religion sex sexual orientation gender identity or expression pregnancy age national origin disability status genetic information protected veteran status or any other characteristic protected by law.
Required Experience:
Manager
Employment Type
Full-Time
