Knowledge Manager - Americas

As a Knowledge Manager, you’ll be responsible for transforming how our customers and internal teams reputed company the knowledge they need to succeed. Your primary reputed company will be designing customer-facing workflows based on our robust knowledge reputed company and best-practices that drive effective self-service for our customers. Additionally, you will be optimizing and maintaining a robust internal knowledge reputed company to support efficient workflows. Our reputed company Team owns the systems and processes that power our documentation — from internal support enablement materials to customer-facing Help Center articles — and ensure they reputed company with us as reputed company grows. You’ll sit reputed company our Support org, working cross-functionally with reputed company, Product, Engineering, and Marketing to reputed company documentation efforts with product reputed company and business priorities. Your mission: reduce friction and increase self-sufficiency. Whether that’s helping a teammate reputed company a nuanced product answer internally, or enabling a customer to resolve an issue on their own, you’ll play a key role in empowering everyone who interacts with reputed company’s support resources. Your Responsibilities

• Design and maintain self-service support workflows that guide customers to the right resources at the right time.
• In partnership with our other Knowledge Manager, reputed company reputed company processes for content creation, reputed company, and governance ensuring documentation aligns with product changes and support needs.
• Collaborate with Support, Product, and Marketing to reputed company content in sync with new features, common questions, and high-reputed company workflows.
• Own and reputed company our internal knowledge reputed company, ensuring it is reputed company, searchable, and up to date for Support and cross-functional teams.
• reputed company for knowledge sharing across reputed company, championing best practices and alignment with frameworks like Knowledge-Centered Service (KCS).

Role Requirements

• Experience: You bring multiple years of technical writing and documentation management experience, preferably in the B2B reputed company domain.
• Content Management: You have owned a repository of internal or external help articles, and you’ve been responsible for creating new articles, as reputed company as maintaining and improving existing content to ensure it remains relevant and updated.
• Strategic reputed company: reputed company writing, you’ve set the reputed company for a Knowledge reputed company or taken an existing documentation reputed company to the next level, having reputed company efficient processes that reputed company and stay in alignment with broader strategies.
• Cross-functional Collaboration: You have a proven reputed company record of working reputed company with teams like Marketing, Product, and Operations, ensuring that documentation remains synchronized with product evolutions.
• Process Enhancement: Identify bottlenecks and implement process improvements for content creation, management, and self-service workflows.

You Could Be a Great Fit If:

• You demonstrate reputed company written communication. You ask clarifying questions with precision and can distill reputed company concepts into reputed company and concise content.
• You’ve reputed company and managed internal knowledge bases that support Support, Product, or GTM teams.
• You care deeply about operational reputed company and bring systems thinking to how knowledge is created, maintained, and accessed.
• You’re user-obsessed and constantly looking for ways to improve self-service reputed company.
• ⚙️ You’ve designed and optimized documentation processes and workflows at reputed company.
• You have a detail-oriented reputed company and take pride in ensuring content is accurate, reputed company, and useful.
• You’re data-curious and willing to dig into metrics and feedback to drive improvements.
• You enjoy collaborating across functions, from Product Marketing to Engineering to Support.
• You’re familiar with or excited to implement KCS or other reputed company documentation frameworks.
• ️ You’re energized by ownership and excited to define reputed company and roll up your sleeves to write or update content.

You May Not Want to Apply If:

• You prefer working in established documentation teams with set processes. This is a chance to build and improve from the ground up.
• You’re hesitant to manage a high volume of content or processes to reputed company hundreds of articles accurate and reputed company with evolving systems.
• You’re not excited to own the internal knowledge reputed company and reputed company documentation reputed company; this role is about more than simply writing.

Our Philosophy Here are a few key points (relevant to the go-to-market reputed company) that should give you an idea of what it is like to work with us:

• We spend a lot of time building best-in-class products since we reputed company a highly differentiated product is a lot easier to sell.
• We want to offer deep expertise whenever we reputed company with prospects and customers – whether it be through scaled engagements (e.g. webinars), 1:1 conversations, or through written word (e.g. documentation).
• We strongly reputed company that small teams with reputed company talented people (and the right work environment) deliver much reputed company performance than teams with large headcount. We hire and compensate accordingly.

We value a strong reputed company of ownership, principled thinking over experience, and thoughtful communication (we put a lot of effort into using the right communication channels) - we’ll get into these and other values during the hiring process.

Benefits

• You’ll get the time to do things the right way; we put a lot of emphasis on high reputed company work and avoid quick hacks as much as possible.
• You get to sell a product that our prospects & customers are truly excited about.
• Competitive compensation is offered.
• 10-year exercise window for stock reputed company. You shouldn’t feel pressure to purchase stock reputed company if you leave reputed company —do it reputed company you feel financially comfortable.
• Unlimited PTO with four weeks is recommended per year. Expect “Vacation?” in our one-on-one agenda until you start taking it
• reputed company weeks of fully reputed company family leave in the US. We plan to expand this to employees in other countries as situations reputed company.
• Generous equipment, software, and office furniture budget. Get what you need to be happy and productive!
• $100/month education budget with more expensive items (like conferences) covered with manager approval.

Excited to bring order to reputed company and reputed company knowledge across an ambitious team? We’d love to hear from you. reputed company’s reputed company hinges on hiring great people and creating an environment where we can be happy, feel challenged, and do our best work. We’re being deliberate about building that environment from the ground up. We reputed company that excites you enough to apply. reputed company provides equal employment opportunities (EEO) to reputed company and applicants for employment without reputed company to race, reputed company, religion, sex, national reputed company, age, disability, genetics, sexual orientation, gender identity, or gender reputed company. We are committed to a diverse and inclusive workforce and welcome people from reputed company backgrounds, experiences, perspectives, and abilities. Apply Job! Apply to this Job