Knowledge & Community Manager

The Knowledge & Community Manager will drive the development, implementation, and management of knowledge-sharing programs to support internal teams, partners, and customers, as well as the broader community of technologists leveraging ABBYY products. In this role, you will be responsible for designing and executing a scalable knowledgebase strategy that equips Support teams with the tools, training, and resources needed to be effective while also ensuring customers have the information they need for success. This role will also research and develop AI strategies for effective case deflection of support cases. The ideal candidate will blend strategic thinking with hands-on expertise in knowledge management and cross-functional collaboration.

Key Responsibilities:

Knowledgebase Strategy Execution:

• Design and execute a comprehensive knowledge strategy that supports employee development, customer success, and partner enablement.
• Identify gaps and opportunities in current knowledge-sharing practices and develop initiatives to enhance resource accessibility, content relevance, and training quality.
• Incorporate AI methodologies to increase case deflection while offering the best self-service experience for our customers.

Knowledge Management & Content Development:

• Oversee the creation and maintenance of an extensive knowledge base, ensuring resources are accurate, up-to-date, and easily accessible.
• Collaborate with Product, Engineering, Customer Excellence, and Marketing teams to ensure content reflects the latest product features, updates, and industry standards.
• Implement AI-driven and self-service solutions for content delivery, including chatbots, video tutorials, and interactive documentation.

Community-Focused Programs:

• Develop and lead community-focused programs tailored to customers seeking support of our products.
• Regularly assess the effectiveness of community programs and make data-driven adjustments to improve engagement and outcomes in alignment with partner-focused organizations.

Metrics & Optimization:

• Define and track key metrics for knowledge utilization program success.
• Use data and feedback to refine processes, improve knowledge accessibility, and enhance content based on user engagement and outcomes.
• Stay up to date with industry trends, tools, and best practices to continuously enhance the knowledgebase strategy.

Required Skills and Experience:

• Knowledge Management & AI Experience: Proven experience in knowledge management or technical enablement roles with deep understanding of AI trends and considerations.
• Technical Aptitude: Strong understanding of the company’s products and technical offerings, with the ability to communicate technical concepts to both technical and non-technical stakeholders.
• Customer-Centric Mindset: Exceptional customer service skills, with a focus on proactively deflecting issues through effective AI-based strategies and content.
• Communication and Relationship-Building: Strong interpersonal and communication skills, with the ability to build trust with stakeholders and knowledge partners across the company.
• Data-Driven: Experience with Support delivery metrics and KPIs, knowledge dissemination tools, and reporting platforms to monitor effectiveness of knowledge programs.