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: To be a Customer Success Knowledge Manager you need...
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.