Customer Solution Knowledge Manager

About the Role:

Alation’s Customer Solutions team is seeking a strategic, data-driven Knowledge Manager to work directly with the knowledge program owner to scale and evolve our knowledge management program across the Customer Solutions organization. You will champion Knowledge-Centered Service (KCS) best practices, curate high-value content, and build repeatable processes that promote collective knowledge creation, sharing, and reuse. With a strong focus on analytics, you will use data to drive continuous improvement and ensure knowledge is accessible, relevant, and aligned with the needs of internal teams and customers.

In this role, you will collaborate closely with Support Engineering, Customer Success, and other cross-functional stakeholders to train and enable contributors, drive tool adoption, and support the overall maturity of our KM ecosystem. While your initial focus will be on internal program success within Support Engineering, your work will lay the foundation for broader expansion across all customer-facing teams.

You are:

• A collaborative, cross-functional communicator and trusted partner
• Self-motivated, organized, and adaptable in fast-paced environments
• Analytical and data-driven with strong problem-solving skills
• A KCS advocate and strategic thinker with a user-first mindset
• Focused on delivering impactful, intuitive knowledge experiences

What You’ll Do:

• Drive adoption and effective use of knowledge management tools and platforms across teams.
• Design, implement, and audit scalable KM processes that support continuous improvement and organizational learning.
• Train, support, and inspire teams in KCS practices to ensure quality knowledge contribution and reuse.
• Integrate cross-functional information to improve visibility, accessibility, and alignment across departments.
• Use data and usage trends to guide strategy, optimize workflows, and recommend platform or policy improvements.
• Create and maintain dashboards, reports, and data inventories to track program impact and inform leadership decisions.
• Conduct regular content audits to ensure quality, identify gaps, and drive content optimization.
• Collaborate with the knowledge program owner to execute operations and design the program strategy Coordinate global communications and champion the Knowledge program across EMEA and APAC regions.

What You Need:

• 5+ years in knowledge management, content strategy, or related roles; 2+ years writing concise, user-focused content (technical writing a plus).
• 2+ years championing KCS or serving as a KDE/Coach in KCS-driven programs; strong advocate with deep understanding of KCS practices and success metrics.
• Experience with Salesforce Knowledge (Lightning) and Service Cloud.
• Background in Customer Success or Support, with familiarity in support workflows.
• Proven ability to manage content lifecycle and KM workflows in enterprise settings.
• Skilled in change management and cross-functional collaboration.
• Strong analytical, critical thinking, and problem-solving abilities.
• Excellent communication skills with experience supporting global teams.

A Big Plus If You Have:

• Proficient in Salesforce reporting, dashboards, and data integration
• Experience with AI-driven KM tools; familiarity with data technologies a plus
• Experience using gamification to drive engagement and recognition
• Bachelor’s degree in Information Management, Communication, Knowledge Management, or a related field.