Senior Knowledge Management Specialist

About the role:

Are you an aspiring Knowledge Management (KM) professional with a passion for managing multiple projects and collaborating with SMEs to develop best-in-class knowledge resources using cutting-edge KM technologies, including AI? 

Join us as a Knowledge Management Specialist, where you'll create clear, user-friendly documentation and learning materials to support our Sales Support organization. The ideal candidate will have experience in developing and maintaining a technology-centric KM framework for a support ecosystem. As a part of the Sales Support Ops team, you will establish our knowledge base infrastructure, create and manage articles, leverage AI tools, and establish KM KPIs to optimize the impact of the KM program. 

This is a remote position open to candidates based in Mexico.

You should apply if: 

• You want to impact the industries that run our world: Your efforts will result in real-world impact—helping to keep the lights on, get food into grocery stores, and most importantly, ensure workers return home safely.
• You have an innate curiosity about how businesses work: One day you’ll meet with someone in waste management and the next you may be learning about the inner workings of a food distribution center. Our top sales team members seek to learn the ins and outs of the businesses they support in order to make a larger impact. 
• You build genuine relationships with your customers: The industries we serve have relied on pen-and-paper solutions for years and haven’t been met with the type of technology we offer. Our customer's value earned trust and human relationships built over time.
• You want to be with the best: Samsara’s high-performance culture means you’ll be surrounded by the best and challenged to go farther than you have before. 
• You are a team player: At Samsara, sales is a team sport. We help each other out by sharing best practices and focusing on winning as a team.

• Establish a scalable infrastructure for Sales Support’s knowledge management function– consolidating documentation, streamlining tooling, and formalizing governance 
• Collaborate closely with Sales Ops, Support, Sales, and other GTM stakeholders to gather and translate information into operational agent and AE-facing content
• Craft clear and concise KB articles to support the refinement and expansion of the KM library, to improve self-service and AI-ingestion 
• Manage the Sales Support knowledge management roadmap and contribute to the completion of projects within the roadmap
• Assist in monitoring and reporting on KPIs to evaluate KM effectiveness
• Identify and implement enhancements in our KM processes and technology, guided by KM KPIs and industry best practice
• Actively participate in technology-driven initiatives, incorporating AI and other innovative solutions
• Champion, role model, and embed Samsara’s cultural principles (Focus on Customer Success, Build for the Long Term, Adopt a Growth Mindset, Be Inclusive, Win as a Team) as we scale globally and across new offices

Minimum requirements for the role:

• Bachelor's degree in a related field
• 4+ years of knowledge management and technical writing experience creating customer-facing documentation for software or SaaS products as well as creating, capturing, structuring, and maintaining knowledge articles
• Experience managing complex content projects and cross-functional partnerships, including measurable improvements to customer self-service
• Experienced in working with knowledge management and ticketing systems
• Strong interpersonal skills to collaborate with cross-functional teams and to communicate effectively with stakeholders at all levels
• Adept at managing multiple priorities and embracing change with ease

An ideal candidate also has:

• Familiar with generative AI tools and automation platforms to accelerate content
• KCS Certified
• Proficient in Zendesk, JIRA, Confluence, Tableau, or similar tools
• Experienced in managing knowledge-related projects