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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
