Customer Experience Knowledge Manager

About the Role

As the Customer Experience Knowledge Manager, you will play a critical role in empowering our customers to self-serve and resolve their most common needs and questions effectively. You will own the development and governance of our customer-facing training, materials and knowledge base, ensuring they are accurate, organized, and optimized for usability. You will be accountable for “Abnormal Academy” our virtual learning platform. By collaborating with Product, Customer Success and IT, you will advocate for documentation needs and ensure the continuous improvement of resources.

In this role, you will ensure the effective management of our content repository, establishing best practices for review cycles, content updates, and archiving. You will leverage customer feedback and data insights to ensure all materials are impactful and relevant. 

Additionally, you may support the enablement of the Customer Success team by equipping them with the knowledge and tools they need to deliver exceptional customer experiences.

In this job, you will bring these skills

• Proven experience creating and managing customer-facing content, including training programs, knowledge articles, FAQs, and guides in collaboration with SMEs and Technical Writers.
• Strong understanding of the customer lifecycle and the role of Customer Success in delivering value at each stage.
• Exceptional writing, communication, and presentation skills, with the ability to engage technical and non-technical stakeholders effectively.
• Highly organized, proactive, and detail-oriented, with the ability to manage multiple priorities in a dynamic environment.
• Proficiency in tools such as:
• Program Management Tools: Asana or similar
• Learning Management Systems (LMS): WorkRamp or similar
• Knowledge Management Platforms: Salesforce Knowledge or similar
• Strong analytical skills, with experience using metrics and feedback to drive continuous improvement.
• Strong collaborator, influencer and problem solver.
• 5+ years of experience in knowledge management, content management, training, enablement, or a related field.
• [Preferred] Cybersecurity and instructional design experience.

Role Responsibilities + Deliverables

• Content Development and Management:
• Design, create, and maintain customer-facing resources, including e-learning modules for Abnormal Academy, FAQs, user guides, and knowledge base articles.
• Partner with SMEs, Technical Writers, and the Product Team to ensure materials are accurate, engaging, and customer-centric.
• Continuously update and organize the knowledge base to facilitate quick and easy access for customers.
• Leverage program management tools (e.g., Asana) to plan and execute initiatives efficiently.
• Repository Governance:
• Implement and enforce best practices for repository management, including content review cycles, stale material archiving, and version control.
• Ensure all resources adhere to brand standards and maintain high levels of accuracy and quality.
• Insights and Reporting:
• Use data analytics to track resource engagement, self-service resolution rates, and content performance.
• Identify content gaps and prioritize development efforts based on customer needs and feedback.
• Customer Success Enablement:
• Support the CS team by developing training materials that enhance their ability to assist customers effectively.

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