Knowledge Management Lead - Tech writer

The Opportunity

This Knowledge Management Lead role is pivotal in driving efficiency and effectiveness within Sitetracker's dynamic Research and Development (R&D) organization.  More than a traditional technical writing position, this role is about proactive enablement and subject matter expertise.  

As the Knowledge Management Lead, you will be at the center of equipping the R&D team and downstream consumers with the knowledge and resources to understand, implement, and support Sitetracker's product suite.  You will minimize internal friction, accelerate the adoption of new features, and improve product proficiency across the organization.  

This role offers the chance to contribute to a sophisticated, enterprise-grade software solution that is mission-critical for leading organizations.  You will have high visibility and collaborate closely with R&D and other key stakeholders, directly impacting the efficiency and effectiveness of the entire Sitetracker organization.

What You’ll do:

As the Knowledge Management Lead, you will shape our organization's product narrative and knowledge dissemination strategy.  You will ensure that the products in your tech stack are understood, valued, and effectively communicated both internally and externally.  You will be an educator and evangelist for your team’s products and drive end-to-end enablement activities.

Launch and maintain a comprehensive product knowledge framework to ensure internal teams are fully informed about our product features, benefits, and use cases. 

Maintain the tools and processes to keep platform tools current, working well, and aligned. 

Oversee the creation of product-related content, including admin guides, FAQs, product cut sheets, release notes, and relevant resources, ensuring accuracy and consistency across all channels.

Facilitate effective internal communication strategies to keep all departments aligned with product developments and updates. 

Work with sales, marketing, and customer support teams to enhance their product understanding and communication skills. 

Drive product enablement from product management across engineering, sales + marketing teams to align product knowledge strategies with business goals. 

Establish mechanisms to gather feedback from various stakeholders and incorporate insights into product knowledge materials and strategies. 

Independently own and successfully deliver all required documentation, training materials, and enablement components for an entire Program Increment (PI). 

Cultivate and maintain strong, collaborative relationships with each assigned development team, proactively engaging in team processes to understand and address enablement needs

• Project Experience:
• I can scale technical writing and documentation for various project scopes and release cadences, and I can lead and implement technical writing projects using industry tools.I can understand and explain highly complex technical topics.

• Communication Skills: 
• I can communicate effectively with development teams to gather information and write clearly and concisely for diverse audiences.I can collaborate across teams.

• Product/Tooling Experience: 
• I can use various industry tools (Confluence, Salesforce Community, ZoomIn, Google Suite, Jira, video programs, and AI) to develop and deliver content.I can use Salesforce to accomplish day-to-day work.

• Time Management/Prioritization: 
• I can manage my time and prioritize tasks effectively to meet deadlines in a fast-paced release cycle.I am self-managed.

• Ideally the candidate will also have expertise in one or more verticals that we serve, including
• Telecommunications
• EV Charging
• RenewablesUtilities

• Take part in our Sitetracker Certification Program and become \"Sitetracker Certified\". 
• Become Salesforce Admin-certified. 
• Become an expert in our Sitetracker product by participating in training, reviewing help content, and exploring the various modules within Sitetracker. 
• Begin shadowing a customer implementation to build empathy and understanding of our customers and identify where documentation can support onboarding.
• Establish relationships with Engineering + Product, Marketing, Solution Delivery, and EDU team members to identify content gaps and workflow improvements.

• Become an expert in all new features and enhancements delivered by your tech stack. 
• Complete a rewrite of our existing Knowledge Management documentation into the new wiki-style format, incorporating suggested improvements, voice, and style. 
• Develop and apply a hierarchy of document tagging that streamlines the end-user experience of searching for and consuming resources.
•  Continue to deliver new documentation and enablement that supports the launch of new features and service packs. Support incoming requests from stakeholders for new documentation and updates, prioritizing accordingly.

• Effectively monitor and report on the adoption of technical documentation and make improvements to content.
•  Report on the efficacy of your enablement efforts and receive high ratings on all engagements with internal stakeholders. 
• Successfully deliver a public-facing product enablement session. 
• Identify additional resources needed to grow the documentation and enablement practice and scale your successful efforts

Sitetracker was founded ten years ago with the singular focus of solving a problem that was first recognized within the telecommunications industry; how to effectively manage the volume, variety, and velocity of critical infrastructure projects needed to meet the demand of expanding wireless and cellular service.  That problem has become even more pronounced due to the eventual explosion of 5G.  Being able to effectively deploy infrastructure is going to be the differentiator between leading telecommunication providers. 

However, over the years, we realized that this challenge isn’t localized to telecommunications – it’s pervasive nearly everywhere and has reached an inflection point.  Utilities (such as gas and electric services), smart cities, and alternative energy all face similar challenges.  Sitetracker is the only full-lifecycle project management platform suited to support these companies and address these challenges.

We are exceptionally proud of the company we’ve built (we were recently recognized as the #2 place to work in San Francisco, as well as one of the top places to work in the entire United States).  Our people are extraordinary and we’re continuing to invest in our people-first culture.