Knowledge Manager

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 customer’s 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

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.

• Bachelor’s 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.

• 5+ years in customer facing roles (Sales, Account Management, Customer Success, Customer Service)
• Proficient in Salesforce.com, Service Now, & Gainsight

• 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 $83,000 - $100,000. However, the actual pay range depends on each candidate’s 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 you're enthusiastic about this role and believe you have the skills and abilities that would make you successful, don't 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 Company's 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.