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- Tasks: Lead the setup of a knowledge management function to support staff and customers.
- Company: Unity5 is a rapidly growing tech organisation focused on exceptional service delivery.
- Benefits: Enjoy hybrid working, private healthcare, pizza Tuesdays, and enhanced leave options.
- Why this job: Join a culture that values people, performance, and continuous improvement in a dynamic environment.
- Qualifications: 2+ years as a Knowledge Manager in a SaaS or tech setting with strong customer focus.
- Other info: Collaborate with experts to create engaging content and enhance customer experience.
The predicted salary is between 36000 - 60000 £ per year.
Unity5 is a growing organisation, rapidly expanding our customer base and the types of services we provide. In order to scale effectively, we are looking for a Knowledge Manager to lead the set up of a knowledge management function, guiding the processes, people, and practices needed to ensure our internal staff and customer base have what they need at their fingertips.
Responsibilities:
- Reaches out to customers through surveys, interviews and at events to understand their needs for knowledge content and format in order to create the right strategy.
- Actively reduces support ticket numbers by using data to review the most asked questions and ensuring the knowledge hub and supported learning content can answer them.
- Promote content via the knowledge hub and through hosting webinars that helps internal and external users of the support desk be more self-sufficient.
- Support the creation of decision trees in support to provide a more consistent experience for customers and ensure the content is available at the right moment.
- Review and update content to ensure the virtual support assistant is delivering the expected customer experience.
- Work with subject matter experts across departments to document critical processes and create a knowledge base that supports informed decision-making, in particular product and development teams relating to new release content.
- Actively work with key knowledge experts in the business to ensure their expertise is available for others to access.
- Work hand in hand with the technical author to turn written content into accessible, engaging content that is delivered at the right time to internal users and customers.
About You:
- At least 2 years experience as a Knowledge Manager or training in a SaaS or technology environment with a clear understanding of how to structure a knowledge function and processes.
- A passion for product knowledge and sharing expertise with others via a digital platform.
- Passionate about customer experience and representing the voice of the customer.
- Solid experience delivering client facing presentations, training sessions and demos, using data to prove value.
In return:
- At Unity5 we have a culture where we value people, performance and enjoyment.
- We challenge ourselves and each other and are confident but never complacent.
- We celebrate our wins, own our mistakes and are driven by our mission to continually deliver exceptional technology services.
- Competitive salary
- Private healthcare
- Hybrid working
- Pizza Tuesday!
- Life assurance
- Company sick pay, enhanced MAT & PAT leave
Knowledge Manager employer: Unity5 (Unity Five Ltd)
Contact Detail:
Unity5 (Unity Five Ltd) Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Knowledge Manager
✨Tip Number 1
Familiarise yourself with the latest trends in knowledge management, especially within SaaS and technology environments. This will not only help you understand the role better but also allow you to speak confidently about how you can contribute to Unity5's growth.
✨Tip Number 2
Network with current Knowledge Managers or professionals in similar roles. Engaging in conversations about their experiences can provide valuable insights and may even lead to referrals or recommendations when applying through our website.
✨Tip Number 3
Prepare to discuss specific examples of how you've used data to improve customer experience in previous roles. Being able to demonstrate your analytical skills and how they relate to reducing support tickets will set you apart from other candidates.
✨Tip Number 4
Showcase your passion for customer experience by sharing ideas on how you would engage customers through webinars or content promotion. This proactive approach will highlight your enthusiasm for the role and your alignment with Unity5's mission.
We think you need these skills to ace Knowledge Manager
Some tips for your application 🫡
Understand the Role: Before applying, make sure to thoroughly read the job description for the Knowledge Manager position at Unity5. Understand the key responsibilities and required skills, as this will help you tailor your application.
Tailor Your CV: Customise your CV to highlight relevant experience in knowledge management, particularly in a SaaS or technology environment. Emphasise your understanding of structuring knowledge functions and any experience with customer engagement.
Craft a Compelling Cover Letter: Write a cover letter that showcases your passion for product knowledge and customer experience. Use specific examples from your past roles to demonstrate how you can contribute to Unity5's mission and culture.
Highlight Relevant Achievements: In both your CV and cover letter, include quantifiable achievements related to reducing support tickets, improving customer experience, or successfully delivering training sessions. This will help illustrate your impact in previous roles.
How to prepare for a job interview at Unity5 (Unity Five Ltd)
✨Understand the Role
Make sure you have a clear understanding of what a Knowledge Manager does, especially in a SaaS or technology environment. Familiarise yourself with the responsibilities outlined in the job description and think about how your experience aligns with them.
✨Showcase Your Passion for Customer Experience
Since the role emphasises representing the voice of the customer, be prepared to discuss your passion for enhancing customer experience. Share examples of how you've previously gathered customer feedback and used it to improve knowledge content.
✨Prepare Data-Driven Examples
The company values data-driven decision-making, so come equipped with specific examples where you've used data to inform your strategies. Highlight instances where your actions led to reduced support tickets or improved user self-sufficiency.
✨Engage with the Interviewers
During the interview, engage actively with your interviewers. Ask insightful questions about their current knowledge management practices and express your ideas on how you could enhance their processes. This shows your enthusiasm and readiness to contribute.
