Program Manager, Technical Content

About the Role:

As a member of our Account Management & Customer Success team, you will thrive on your ability to embrace and drive change and your commitment to ensuring you and PitchBook are always growing and improving. While continually learning and exploring new ideas and concepts, you will be inspired to ask questions and challenge the status quo while remaining focused on our customers’ success. We value teamwork and collaboration and encourage our people to build strong, trusting relationships with their teammates, customers, and partners. A contagious positivity, insatiable curiosity, and people-first attitude are the winning traits of our most successful Account Management & Customer Success team members. If this sounds like you, join us!

The Program Manager, Technical Content will be responsible for the development and overall content strategy of our Help Center and online community. The Program Manager, Technical Content will assess current knowledge management practice and build upon that with the goal of establishing, refining, and continuously improving PitchBook’s Help Center and collaborating with the Global Director, Customer Support to develop business strategy.

Primary Job Responsibilities:

• Manage and expand PitchBook’s Salesforce Community to provide valuable help content for PitchBook clients
• Define the Help Center strategy for PitchBook and maintain high quality, up-to-date, and searchable content for audiences of varying skill levels
• Work effectively across the organization with stakeholders, change management teams, service teams, trainers, curriculum developers, and subject matter experts to develop and support new and existing products, features, and services
• Leverage analytics to evaluate business impact, track the usage, and define efficiency of the Help Center content
• Collaborate with the design team on user interface design and branding
• Support the vision and values of the company through role modeling and encouraging desired behaviors
• Participate in various company initiatives and projects as requested

Skills and Qualifications:

• Bachelor’s degree
• 7+ years of relevant experience in knowledge management with demonstrated track record of increased responsibility
• Strong understanding of Salesforce Communities capabilities and design options
• Experience with leading a knowledge base or article creation process and workflow development
• Excellent written and verbal communication and interpersonal skills
• Able to prioritize to meet deadlines and adapt to changing conditions
• Process-oriented with a dedication to continuous system improvement
• Experience in managing cross-team projects to completion

Benefits + Compensation at PitchBook:

Physical Health            

• Comprehensive health benefits
• Additional medical wellness incentives 
• STD, LTD, AD&D, and life insurance

Emotional Health 

• Paid sabbatical program after four years
• Paid family and paternity leave 
• Annual educational stipend
• Ability to apply for tuition reimbursement
• CFA exam stipend 
• Robust training programs on industry and soft skills 
• Employee assistance program
• Generous allotment of vacation days, sick days, and volunteer days 

Social Health 

• Matching gifts program
• Employee resource groups
• Subsidized emergency childcare  
• Dependent Care FSA
• Company-wide events
• Employee referral bonus program  
• Quarterly team building events

Financial Health 

• 401k match
• Shared ownership employee stock program 
• Monthly transportation stipend  

*Please be aware the above PitchBook benefit and perk offerings are subject to corresponding plan and policy documents and may change during the course of your employment.

Compensation

• Annual base salary: $110,000
• Target annual bonus percentage: 10%

Working Conditions:

We believe our business and our culture are strongest when we work together in person. We also know that it’s helpful to have some flexibility to work remotely. Most roles work in the office 3+ days/week, and some are expected to work in the office 4-5 days/week. The current expectation for this role is that you are working in the office 3+ days/week and that you are in the office full-time during the training period, for which the length varies by role. During an initial phone screen, the team will discuss expectations for this specific position.

The job conditions for this position are in a standard office setting. Employees in this position use PC and phone on an on-going basis throughout the day. Limited corporate travel may be required to remote offices or other business meetings and events.

Life At PB:

We are consistently recognized as a Best Place to Work and our culture is at the heart of our success. It’s our fundamental belief that people do and create great things and that people are the cornerstone of prosperity. We believe that proactively seeking out different points of view, listening to others, learning, and reflecting on what we’ve heard creates a sense of belonging within PitchBook and strengthens the PitchBook community.

We are excited to get to know you and your background. Concerned that you might not meet every requirement? We encourage you to still apply as you might be the right candidate for the role or other roles at PitchBook.
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