Knowledge Management Lead

The Opportunity

As the Knowledge Management Lead, you will make a significant contribution to shaping our organization's product narrative and knowledge dissemination strategy. Your primary responsibility will be to ensure that the products in your tech stack are understood, valued, and effectively communicated both internally and externally. You will be an educator and evangelist of your team’s products and the driver of all end-to-end enablement activities. This role requires a unique blend of deep technical understanding, communication skills, and cross-team collaboration.

The Skill Set:

• Experience creating different types of content for a diverse set of users including administrators, developers, implementation partners, and end-users
• Experience developing content using diverse tools and platforms
• Experience developing and delivering product enablement
• Experience developing/maintaining a hierarchy of documentation and resources
• Experience discussing technical details and architecture with engineers and product managers
• Able to define and drive adoption of a standardized content creation processes and workflow that ensures new features have supporting content on Day 1 of their launch
• Experience leading and delivering on large scale content projects that will either be overhauls to existing content or completely new to an org.
• Excellent written English and proof-reading skills. Any additional languages is a strong plus

Key Responsibilities:

• 1. Product Knowledge Management: Launch and maintain a comprehensive product knowledge framework to ensure internal teams are fully informed about our product features, benefits, and use cases.
• 2. Content infrastructure: Maintain the tools and processes to keep platform tools current, working well and aligned.
• 3. Content Creation and Curation: Oversee the creation of product-related content, including admin guides, FAQs, product cut sheets, and release notes, and relevant resources ensuring accuracy and consistency in theme and approach across all channels.
• 4. Internal Communications: Facilitate effective internal communication strategies to keep all departments aligned with product developments and updates. Work with sales, marketing, and customer support teams to enhance their product understanding and communication skills.
• 5. Market Analysis: Stay abreast of market trends and competitor products to ensure our product communication remains relevant and competitive through regularly occurring benchmark evaluations and internal analysis.
• 6. Stakeholder Engagement: Drive product enablement from product management across engineering, sales + marketing teams to align product knowledge strategies with business goals.
• 7. Feedback Loop: Establish mechanisms to gather feedback from various stakeholders and incorporate insights into product knowledge materials and strategies.

Within 60 Days, You’ll:

• Take part in our Sitetracker Certification Program, and become “Sitetracker Certified”
• Become Salesforce Admin certified
• Become an expert in our Sitetracker product by participating in training, reviewing our help content, and spending time exploring the various modules within Sitetracker
• Begin shadowing a customer implementation so that you build empathy and understanding of our customers, and identify where documentation can provide support for onboarding a new customer.
• Establish relationships with Engineering + Product, Marketing, Solution Delivery, and EDU team members that will help you in identifying gaps in our existing content and improvements in our content creation workflow
• Review our existing Knowledge Management documentation and suggest areas for improvement
• Deliver new documentation and internal enablement that supports the incremental release rollout, including release notes for weekly service notes + minor releases

Within 180 Days, You’ll:

• Become the expert of all new features and enhancements delivered by your tech stack
• Complete a rewrite of our existing Knowledge Management documentation into the new wiki style format that encompasses your suggested improvements, voice, and style
• Develop and apply a hierarchy of document tagging that streamlines the end user experience of searching for and consuming resources.
• Continue to deliver new documentation and enablement that supports the launch of new features and service packs.
• Support incoming requests from stakeholders for new documentation and/or updates to existing documentation and prioritize accordingly

Within 365 Days, You’ll:

• Effectively monitor and report on adoption of technical documentation and make improvements to content
• Report on the efficacy of your enablement efforts and return high ratings on all engagements with internal stakeholders
• Successfully deliver a public facing product enablement session
• Identify additional resources needed to grow the documentation and enablement practice and scale your successful efforts further from this exciting year