Knowledge Management Specialist

Location: Remote within the United States

Reports to: COO

Salary: $70,000-$75,000 including variable bonus, commensurate with experience

Timeline: Accepting Internal and External Applications Until Position Filled

Schedule: Flexible work hours within a standard business day

What we are looking for:

The Knowledge Management Specialist will play a crucial role in ensuring the accessibility, accuracy, and usability of information for both our external users and internal teams. This role will be the driving force behind organizing and streamlining our knowledge assets, ultimately contributing to improved client satisfaction and operational efficiency. The ideal candidate is a highly organized, detail-oriented individual with a passion for knowledge sharing and a knack for simplifying complex information. This position will report to the COO.

Some traits we're looking for: 

• You are a voracious learner; you are driven to learn every corner of a business and how the pieces make the whole operate as one. 
• You have a background in content strategy and a proven ability to create and manage effective content for different audiences.
• You are skilled in applying user-centered design principles to information architecture, ensuring that knowledge bases are organized logically, searchable, and easy to navigate for all users.
• You're curious and analytical about understanding user behavior and using data-driven insights to optimize knowledge resources and create better user experiences.
• You are equally able to collaborate and work independently to accomplish company goals.
• You’re constantly looking for ways to be more efficient.
• You can see projects from both a big-picture and task-specific point of view.
• You have a curious nature, and can engage stakeholders to quickly define project requirements.
• You have a demonstrated ability to resolve issues and maintain strong relationships.
• You are process-minded; adept at taking disparate information and creating coherence.
• You are creative and forward-thinking. You ask questions to ensure understanding and do not operate as an “order-taker” but as a collaborative partner.
• You communicate with candor; openly communicating both success and also when things are heading off track. 
• You are capable, and willing and can learn, evolve, and manage various systems to help bring harmony to delivering software and services. 
• You are tech-savvy and can learn tools, and research new ones with ease.
• You enjoy teaching others (through documentation & hands-on support) how to use systems and tools more effectively.

What your day-to-day looks like:

External Product User Guide Ownership & Maintenance 

• Own and maintain the comprehensive product user guide, ensuring it is up-to-date, accurate, and easily navigable for our clients & partners.
• Become an expert in our user guide software, ensuring we are maximizing the features and functions of the tool. 
• Participate in QBRs with user guide software vendors and evaluate opportunities to expand & evolve use to meet the needs of our business, clients, and partners.
• Collaborate with product, engineering, and customer success teams to capture new features, updates, and best practices.
• Work with internal teams to innovate new opportunities for advancing our external user guide, such as introducing AI or chatbot functionality.

Internal Process Documentation

• Research, evaluate, and recommend a suitable tool for centralizing internal process documentation. Lead the implementation of the chosen tool, including configuration, user training, and ongoing maintenance.
• Partner with all teams (e.g., Sales, Marketing, Product, Customer Success, etc.) to document their systems, processes, and procedures. This may involve conducting interviews, reviewing existing materials, and collaborating to create clear, concise documentation.
• Project manage and drive the ongoing evolution of team system & process documentation with each team.
• Develop and curate a variety of knowledge assets, including FAQs, how-to guides, training materials, and internal wikis.

Change Management Support 

• Assist with change management initiatives across the organization as they impact teams' processes and documentation. This includes communicating changes effectively, updating documentation, and providing support to teams during transitions.
• Promote the use of both the external user guide and the internal knowledge base to ensure widespread adoption and maximize their value.
• Continuously evaluate the effectiveness of knowledge management initiatives and identify areas for improvement. Stay up-to-date on industry best practices and emerging technologies in knowledge management.
• Gather feedback from internal teams and stakeholders related to documentation and provide recommendations to leadership for future iterations and initiatives to increase value.
• Support additional initiatives as assigned by your manager.

What you bring to the table:

• Proven experience in knowledge management, technical writing, or a related field, with a focus on information architecture and content strategy.
• Strong analytical and problem-solving skills, including the ability to analyze knowledge base usage data and identify areas for improvement.
• Strong project management skills.
• An ability to be a self-starter, take independent initiative and work on multiple projects simultaneously.
• Excellent written and verbal communication skills.
• Strong organizational skills and attention to detail.  
• Ability to work independently and collaboratively across teams.  
• Experience with knowledge management tools and platforms (e.g., Confluence, Document360, Notion) is a plus.
• Familiarity with SaaS products and technology is required.
• Experience with analytics tools like Google Analytics is a plus.
• Experience with change management methodologies is a plus.
• Experience with Salesforce is preferred.