Customer Operations Knowledge Manager

The Position:

Customer Operations Knowledge Manager will partner with all the FastSpring teams to assist employees and customers with effective adoption and usage of FastSpring’s product. The role will require a comprehensive demonstration of FastSpring’s platform usage, implementation, and troubleshooting to technical and non-technical audiences. The ideal candidate is experienced in delivering training, knowledge management, documentation, and optimizing online experiences. You are passionate about building and fostering knowledge sharing. You are an excellent communicator with great presentation skills and the ability to lead meetings at all levels of an organization and with our customers. 

You have the ability to make existing knowledge new again and have a magical touch for translating disorganized and complex pieces of information into comprehensible and dependable resources.  A successful candidate will be technically minded, with exceptional attention to detail. You should feel confident soliciting, receiving, and delivering feedback cross-functionally, and have a high degree of ownership over your work.

This individual will also be an enablement champion and be responsible for managing customer and employee learning and development programs in multiple domains from initiation to achieving business results. This includes collaborating with others to design and develop quality learning paths, certifications, and modular content that effectively enables customer-facing teams to provide best-in-class customer support. This role spans managing cross-functional programs, curriculum design, learning management technology, and live training delivery. This role is pivotal to the employee enablement strategy at FastSpring; as our global team continues to grow, we must elevate individual and organizational performance. To be successful in this role, you will collaborate cross-functionally to create a seamless user experience while empowering our team with effective knowledge resources to do their job. You're operationally minded and leverage data to make informed decisions that positively impact the customer journey.

Job Responsibilities:

Strategic Knowledge Management:

• Interview and work with customers to understand knowledge, support, training, and documentation of pain points and opportunities.
• Represent FastSpring and customer perspective in cross-functional projects to minimize customer friction with FastSpring products and services.
• Lead the onboarding program's design, delivery, effectiveness, and continuous improvement to include in-depth product knowledge and troubleshooting based on common scenarios. 
• Enable feedback and analyze data to drive case deflection and support efficiencies, and enhance the customer experience.
• Collaborate with Marketing to ensure that product documentation is optimized for customer acquisition purposes (i.e., prospects evaluating our capabilities).
• Work cross-functionally with the product and engineering teams to learn and document upcoming product features. 
• Exhibit a strong leadership presence, positive self-confidence, and intuition. 

Operational & Process:

• Create knowledge article templates and enable companywide resources to contribute content to the knowledge base (Salesforce Knowledge and Guru). 
• Design and optimize the self-service and online experience, including configuring tools to improve efficiency for customers and Support Agents (Salesforce Knowledge, Salesforce Flows, Salesforce Experience Cloud, Salesforce Service Cloud, Formstack, Guru, Readme, and Wordpress).
• Develop product-specific reporting to measure Knowledge Base effectiveness and performance.
• Identify areas for improvement in both internal processes and product opportunities. 
• Establish tools and systems for assessing knowledge gaps amongst internal personnel and develop solutions for addressing those gaps and/or inconsistencies. 

Documentation:

• Produce high-quality documentation that is appropriate for customers and customer-facing teams. 
• Update articles based on monitored analytics. 
• Oversee customer education/documentation. 
• Collaborate with internal teams to determine product and documentation requirements to enable a robust self-service experience internally and externally. 
• Author and publish “easy-to-understand” user interface documentation, online help, and developer guides. 
• Revise documentation as the need arises. 

Learning Management & Training:

• Manage a blended learning model to include classroom, webinars, self-paced, and event-based training, leveraging conventional and new technologies (e.g., podcasts). 
• Maintain a Learning Management System with curated content, self-service, and certification mechanisms, ensuring all content remains current. 
• Use photographs, drawings, diagrams, animation, and charts to help increase users’ understanding of functionality. 
• Standardize content across platforms and media.

Qualifications: 

• Ability to think strategically about how to tailor knowledge for customers and FastSpring’s needs.
• Proven track record of maintaining a customer-facing knowledge base.
• Experience delivering data-driven, evidence-based innovation to internal processes and/or customer-facing products. 
• Proven track record of creating, delivering, and training successfully with measurable results in fast-paced environments. 
• Experience developing training guides and/or modules for consumption by a broad audience; this includes the use of presentations, interactive exercises, and other training content development. 
• Experienced self-starter capable of working relatively autonomously as well as in a team environment.
• Experience delivering corporate training and/or onboarding new employees to technical organizations. 
• Tech-savvy and can learn new programs and processes quickly. 
• Exceptional organizational skills with strong attention to detail. 
• Exceptional knowledge of project management principles and practices. 
• Exceptional writing skills/and written communication skills.
• Willingness to learn and acquire new skills.