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- Tasks: Lead the setup of a knowledge management function to support staff and customers.
- Company: Unity5 is a rapidly growing organisation focused on exceptional technology services.
- Benefits: Enjoy competitive salary, private healthcare, hybrid working, and fun perks like Pizza Tuesday!
- Why this job: Join a culture that values people, performance, and enjoyment while making a real impact.
- Qualifications: 2+ years as a Knowledge Manager or training in a SaaS environment with strong customer focus.
- Other info: Collaborate with experts to create engaging content and enhance customer experience.
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: Unity Five Ltd
Contact Detail:
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 goals.
✨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 impact with concrete results will set you apart during interviews.
✨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 can highlight your enthusiasm and readiness to contribute from day one.
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 skills in knowledge management, customer experience, and any specific achievements that align with the responsibilities outlined in the job description.
Craft a Compelling Cover Letter: Write a cover letter that showcases your passion for knowledge sharing and customer experience. Mention specific examples of how you've successfully implemented knowledge management strategies in previous roles, and express your enthusiasm for contributing to Unity5's mission.
Highlight Relevant Skills: In your application, emphasise your experience with data analysis, client-facing presentations, and collaboration with subject matter experts. These skills are crucial for the Knowledge Manager role and should be clearly articulated in your documents.
Proofread Your Application: Before submitting, carefully proofread your CV and cover letter for any spelling or grammatical errors. A polished application reflects your attention to detail and professionalism, which are important traits for a Knowledge Manager.
How to prepare for a job interview at 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 listed in the job description and think about how your experience aligns with them.
✨Showcase Your Passion for Knowledge Sharing
During the interview, express your enthusiasm for product knowledge and your commitment to sharing expertise. Be prepared to discuss specific examples of how you've successfully shared knowledge in previous roles.
✨Prepare Data-Driven Examples
Since the role involves using data to improve customer experience, come equipped with examples from your past work where you've used data to inform decisions or reduce support ticket numbers. This will demonstrate your analytical skills and understanding of customer needs.
✨Engage with the Interviewers
Don't just answer questions; engage with your interviewers. Ask insightful questions about their current knowledge management practices and how they envision the role evolving. This shows your interest in the company and the position.
