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- Tasks: Lead the setup of a knowledge management function and create engaging content.
- Company: Unity5 is a rapidly growing tech organisation focused on exceptional customer service.
- Benefits: Enjoy life assurance, sick pay, and enhanced maternity/paternity leave.
- Why this job: Join a dynamic team that values performance, enjoyment, and continuous improvement.
- Qualifications: 2+ years as a Knowledge Manager in a SaaS or tech environment required.
- Other info: Collaborate with experts to enhance customer experience and support decision-making.
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. Life assurance, company sick pay, enhanced MAT & PAT leave.
Knowledge Manager employer: TieTalent
Contact Detail:
TieTalent 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 professionals in the knowledge management field. Attend relevant webinars or industry events where you can meet potential colleagues or mentors who can provide insights into the role and the company culture at Unity5.
✨Tip Number 3
Prepare to discuss specific examples of how you've successfully implemented knowledge management strategies in previous roles. Highlight your experience in reducing support ticket numbers and improving customer self-sufficiency through effective content management.
✨Tip Number 4
Showcase your passion for customer experience by thinking of innovative ways to engage users with the knowledge hub. Consider how you might promote content or create training sessions that resonate with both internal staff and customers at Unity5.
We think you need these skills to ace Knowledge Manager
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience as a Knowledge Manager or in a similar role. Focus on your achievements in knowledge management, customer experience, and any specific projects that align with Unity5's needs.
Craft a Compelling Cover Letter: In your cover letter, express your passion for knowledge sharing and customer experience. Mention specific examples of how you've successfully implemented knowledge management strategies in the past and how they relate to the responsibilities outlined in the job description.
Showcase Your Communication Skills: Since the role involves client-facing presentations and training sessions, provide examples of your communication skills. Highlight any experience you have in hosting webinars or creating engaging content that resonates with users.
Demonstrate Data-Driven Decision Making: Emphasise your ability to use data to inform decisions. Include examples of how you've reduced support ticket numbers or improved customer experiences through data analysis and strategic content creation.
How to prepare for a job interview at TieTalent
✨Understand the Role Thoroughly
Before the interview, make sure you have a solid grasp of what a Knowledge Manager does, especially in a SaaS environment. Familiarise yourself with Unity5's services and how knowledge management can enhance customer experience.
✨Prepare Examples of Your Experience
Be ready to discuss specific instances where you've successfully implemented knowledge management strategies. Highlight your experience in reducing support tickets and improving customer self-sufficiency through effective content management.
✨Showcase Your Passion for Customer Experience
Demonstrate your enthusiasm for understanding customer needs and how you can represent their voice within the organisation. Share examples of how you've gathered feedback and used it to improve knowledge content.
✨Engage with Data-Driven Insights
Since the role involves using data to inform decisions, be prepared to discuss how you've previously used data analytics to shape knowledge management strategies. This could include metrics on support ticket trends or user engagement with knowledge content.
