Knowledge Manager

Unity Five Ltd; Exeter; Hybrid; GBP 30,000 - 50,000; Full time

Job summary

An innovative organization is seeking a Knowledge Manager to spearhead the establishment of a knowledge management function. This role is pivotal in creating strategies that empower both internal staff and customers with easy access to essential information. You'll engage with customers to understand their knowledge needs, reduce support tickets by enhancing content, and collaborate with experts to document critical processes. This position offers a dynamic environment where your passion for product knowledge and customer experience can shine. Join a team that values your contributions and promotes a culture of continuous improvement and learning.

Benefits

Private healthcare

Hybrid working

Pizza Tuesday

Life assurance

Company sick pay

Enhanced maternity and paternity leave

Qualifications

• 2+ years experience as a Knowledge Manager in a tech environment.
• Passionate about sharing product knowledge and enhancing customer experience.

Responsibilities

• Lead the setup of a knowledge management function and strategy.
• Create decision trees and update content for better customer experience.

Skills

Knowledge Management

Customer Experience

Data Analysis

Client Presentations

Education

Training in SaaS or Technology

Job description

Unity5 is a growing organisation, rapidly expanding our customer base and the types of services we provide. In order to scale effectively, we are looking for a Knowledge Manager to lead the set up of a knowledge management function, guiding the processes, people, and practices needed to ensure our internal staff and customer base have what they need at their fingertips.

Responsibilities:

1. Reaches out to customers through surveys, interviews and at events to understand their needs for knowledge content and format in order to create the right strategy.
2. Actively reduces support ticket numbers by using data to review the most asked questions and ensuring the knowledge hub and supported learning content can answer them.
3. Promote content via the knowledge hub and through hosting webinars that helps internal and external users of the support desk be more self-sufficient.
4. Support the creation of decision trees in support to provide a more consistent experience for customers and ensure the content is available at the right moment.
5. Review and update content to ensure the virtual support assistant is delivering the expected customer experience.
6. Work with subject matter experts across departments to document critical processes and create a knowledge base that supports informed decision-making, in particular product and development teams relating to new release content.
7. Actively work with key knowledge experts in the business to ensure their expertise is available for others to access.
8. Work hand in hand with the technical author to turn written content into accessible, engaging content that is delivered at the right time to internal users and customers.

About you:

1. At least 2 years experience as a Knowledge Manager or training in a SaaS or technology environment with a clear understanding of how to structure a knowledge function and processes.
2. A passion for product knowledge and sharing expertise with others via a digital platform.
3. Passionate about customer experience and representing the voice of the customer.
4. Solid experience delivering client facing presentations, training sessions and demos, using data to prove value.

In return:

1. Competitive salary.
2. Private healthcare.
3. Hybrid working.
4. Pizza Tuesday!
5. Life assurance.
6. Company sick pay, enhanced MAT & PAT leave.