Knowledge Management Specialist

The Program Manager position is an individual contributor focused on our Knowledge Base tool as well as internal knowledge development for the customer care organization. The majority of the responsibilities have a direct impact on our successful ability to provide a consistently high level of customer satisfaction.

Responsibilities
Knowledge Base Management
• Responsible for the health of support's knowledge base – maintain existing solution collection, ensure new solutions adhere to guidelines and provide ease of usability and consistent value, and promote use of the KB tool by both support and customers. Drive all activities to deliver ongoing value from our KB solution and methodology.

Knowledge/Training Development
• Create and implement a plan for internal training (support, customer care) that includes Agile product training, process, tool training with measurable positive results. Ensure that teams are well trained and knowledgeable in key areas – excellence in training will equate to excellence in the Knowledge Base. Create a knowledge roadmap for support to have access to key information – quickly, easily.

Subject Matter Expert
• Attend product meetings and understand information about upcoming releases, service packs, documentation, etc. Disseminate information to customer care organization
REQUIREMENTS
Required Skills
• Works well under stress; able to deliver excellent-quality results with minimum direction and detail; professional; strong leadership qualities; self-starter; able to influence and encourage; flexible and able to change approach as needed to deliver results
• Excellent written and verbal communication are a must
• Technical background in enterprise software. Familiarity with product software development methodology and some experience with technical writing
• 3-5 years experience with a high tech enterprise software company
• 5 years direct project management experience – defining project deliverables, managing projects from inception to completion

Preferred Skills
• PLM industry knowledge

Experience
• Knowledge Base management experience both as owner and end-user
• Technical Support training development, facilitation and results measurement experience
• Direct customer experience, both face to face and phone support
• Experience in and passion for achieving improved customer satisfaction results
• Technical knowledge transfer experience

Education
• BA/BS degree required