To understand how the knowledge management team is putting the organization’s product story and knowledge and delivery strategy into action.
The main task will be to make sure that products within your project are known, appreciated, and clearly communicated internally and externally.
Your work will be similar to a teacher for your team’s products and help with the activities of the team.
The position demands a specific combination of technical knowledge, communication skills, and cross-functional work.
Skill Sets:
- Technical writing experience.
- Experience in developing various set of users such as administrators, developers, implementation partners, and end-users.
- Experience in developing content via various set of tools and platforms.
- Experience in developing and managing a series of documentations and knowledge assets.
- Experience in explaining technical details and architecture with engineers and product managers
- Can establish and drive adoption of standardized content creation processes and workflow so that new features come with supporting content on Day 1 of its release
- Has experience leading and delivering large-scale content projects that will be either revamps to current content or new to an org altogether
- Fantastic written English and proofreading. Any other languages is a strong bonus.
Key Responsibilities
- Product Knowledge Management: Discover how to keep the Knowledge Management team’s exhaustive product knowledge framework up-to-date and use this to turnkey training to internal stakeholders
- Content infrastructure: Keep the tools and processes in place to ensure platform tools are up to date, functioning effectively, and aligned.
- Content Development and Curation: Your tech stack product release notes and corresponding technical documentation and resources – starting with oversight and evolving towards autonomous production. Accuracy and consistency of theme and tone across all channels.
- Internal Communications: Ensure effective internal communication plans to keep all departments up to speed on product developments and updates. Collaborate with sales, marketing, and customer support teams to improve product knowledge and communication skills.
- Stakeholder Engagement: Enable product enablement from product management through engineering, sales + marketing teams to align product knowledge strategies with business objectives.
Within 90 Days, You’ll:
- Become Salesforce Admin certified.
- Start shadowing a customer implementation so that you develop empathy and knowledge of our customers, and where documentation can assist in onboarding a new customer.
- Make connections with Engineering + Product, Marketing, Solution Delivery, and EDU team members who will assist you in identifying gaps in our current content and enhancements in our content creation process.
- Read our current Knowledge Management documentation and recommend improvements.
- Deliver new documentation and internal enablement that supports the incremental release rollout, including release notes for weekly service notes + minor releases.
Within 180 Days, You’ll:
- Become the expert of all new features and enhancements delivered by your tech stack.
- Complete a rewrite of our existing Knowledge Management documentation into the new wiki style format that encompasses your suggested improvements, voice, and style.
- Continue to deliver new documentation and enablement that supports the launch of new features and service packs.
- Support incoming requests from stakeholders for new documentation and/or updates to existing documentation and prioritize accordingly.
Within 365 Days, You’ll:
- Effectively track and report adoption of technical documentation and improve on content
- Report on the effectiveness of your enablement efforts and receive high marks on all interactions with internal stakeholders
- Deliver a public facing product enablement session successfully
- Discover additional resources required to expand the documentation and enablement practice and leverage your successful efforts further from this stimulating year
- Gain mastery in a Sitetracker vertical + gain working knowledge of other industries we service.