Knowledge Manager
Seismic, a rapidly growing Forbes Cloud 100 company, is the global leader in enablement, helping make sales teams better by becoming more productive and engaging with buyers in a compelling way. Seismic’s platform provides continuous guidance to improve behavior, content, and skills to win more deals and deliver better experiences. Nearly 2,000 organizations including IBM and American Express have made Seismic their enablement platform of choice. Seismic integrates with business-critical platforms including Microsoft, Salesforce, Google and Adobe. Seismic is headquartered in San Diego, with offices across North America, Europe, and Australia.
The Knowledge Manager is responsible for developing the resources, communications and training necessary to help teams effectively find resources and answer questions in regards to the Lessonly by Seismic application and its features. The successful candidate will use Zendesk data as well as gather information from Slack and work across teams to understand what knowledge gaps need to be filled.
This role will own our current knowledge base as well as future resource applications to ensure that content is relevant and up to date. They will search for gaps in these resources and work with product to ensure that proper documentation is created and accessible across departments. They will build supporting content and programs and enable the team to find and utilize resources to help themselves and their customers to better understand Lessonly by Seismic and its features.
Who you are:
- Self-motivated, detail-oriented, and autonomous with great communication skills
- Consistently delivers high-quality work product with exceptional attention to detail
- Possess exceptional writing, editing and information management skills
- Passionate about supporting customers
- Comfortable working independently, developing processes, and driving your projects forward
What you'll be doing:
- Identify knowledge gaps using Zendesk data and work with Directors/Managers to understand the level of Lessonly by Seismic specific knowledge each role should have.
- Enable each post sales department on the Lessonly by Seismic app based on conversations had with Directors. Continue to teach each team on new products and updates/fixes within Lessonly by Seismic.
- Create resources and ensure they are kept up to date around the Lessonly by Seismic app and our integrations/partnerships.
- Empower internal team to use current resources, where to find them and how they can be used with clients.
- Organize the current knowledge base and other instances where resources live to ensure we have a single place of truth for our internal and external clients.
- Monitor Slack channels and identify knowledge gaps and point people to already created resources if applicable or create new resources .
- Help build and maintain resources in Lessonly Knowledge and enable the team on how to use it to their benefit.
- Help with product onboarding for new support members and help keep the team’s onboarding path updated with latest product updates.
What you bring to the team:
- Exceptional oral, written, and visual communication skills, including the ability to distill complex technical information to a variety of audiences
- Experience developing detailed documentation and knowledge-base articles
- Experience working with cross-functional teams on complex projects and managing timelines
- Software quality assurance or technical support experience a plus
What we have for you:
- Generous paid vacation, sick leave, and holiday benefits, including an end-of-year company shutdown
- Competitive medical, dental and vision plans, as well as an optional Health Savings Account with a company contribution
- Paid parental leave and family caregiver leave
- Enhanced fertility and egg freezing benefits
- 401(k) plan with annual company match
- Monthly stipend for cell phone expenses
- Flexible work schedule
- Seismic Cares employee volunteer program
- #OneSeismic culture that celebrates wins, encourages autonomy, ownership, and transparency
Headquartered in San Diego and with more than 1,300 employees across the globe, Seismic is the global leader in sales enablement, backed by firms such as Permira, Ameriprise Financial, EDBI, Lightspeed Venture Partners, and T. Rowe Price. Seismic also recently expanded its team and product portfolio with the acquisition of Percolate, Grapevine6, and Lessonly. Our board of directors is composed of several industry luminaries including John Thompson, former Chairman of the Board for Microsoft.
Seismic is an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to gender, age, race, religion, or any other classification which is protected by applicable law.
UNITED STATES CANDIDATES ONLY: Notice regarding COVID-19 vaccination requirement as a condition of employment. At Seismic, we prioritize the health and wellbeing of our employees, families, and friends above all else. In response to the novel Coronavirus, and the increased transmissibility with recent variants, all new U.S. based Seismic employees, whose job requires them to meet in person with others or be present at a Seismic office in the course of their employment, must provide original documentation confirming status having received the prescribed vaccinations (doses) based on the manufacturer’s guidelines on their first day of employment. Accommodations due to medical or religious exemptions will be considered.
Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.