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Head of Knowledge Base

Company: Software Services, Atlanta, GA
Location: Atlanta
Posted on: May 19, 2019

Job Description:

About the opportunity Company is looking for an experienced leader to manage our Knowledge Base efforts and team. Our Knowledge Base is the starting point for all of our customers to learn more about our product, browse articles, how-to videos and tutorials, and to reach out to our world-class customer experience team. The Knowledge Base and all of its assets (articles, videos, tutorials, etc.) are our primary resource to ensuring customers can be successful using Company. In this role, you’ll manage our Knowledge Base strategy and help guide the success of the team through coaching, goal setting, and building relationships with cross-functional stakeholders. Some challenges you’ll get to tackle Own the strategy for our Knowledge Base and all key assets (articles, videos, tutorials) Manage help center information architecture and browse paths Manage the help center search engine Help manage our user community and work with product and marketing teams to inform community strategy and goals Work with marketing to create and deliver content for webinars and live Q&A sessions Partner with product and marketing on any new releases to provide content support Create content for onboarding and refresher training for Company employees Manage and report on our metrics for self-serve success rates and ticket deflection Provide research from our Knowledge Base users on how we can improve our content and processes Find ways to identify users that are investigating high value features and use cases to surface into our marketing lead flow Partner with marketing to increase SEO traffic and site leads through our Knowledge Base content Drive our strategy around supporting multilingual content for non-English users Help create and manage the department’s style guide defining voice and tone Translate policies and legal copy to simple English Participate in product testing and launches to ensure flows and copy is clear and simple About You You should apply if you have: 7+ years experience in content strategy or related fields 3+ years of direct management experience Enterprise or business product experience Experience writing content for web/mobile products and developing style guides preferred Excellent writing and editing skills Proven ability to collaborate successfully with cross-­functional partners US Citizenship or Permanent Residency (we do not sponsor at this time)

Keywords: Software Services, Atlanta, GA, Atlanta , Head of Knowledge Base, Executive , Atlanta, Georgia

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