Knowledge Management Lead

2 Months ago • All levels • Product Management • Undisclosed

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Job Description

The Opportunity

As the Knowledge Management Lead, you will make a significant contribution to shaping our organization's product narrative and knowledge dissemination strategy. Your primary responsibility will be to 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 of your team’s products and the driver of all end-to-end enablement activities. This role requires a unique blend of deep technical understanding, communication skills, and cross-team collaboration.

The Skill Set:

Experience creating different types of content for a diverse set of users including administrators, developers, implementation partners, and end-users
Experience developing content using diverse tools and platforms
Experience developing and delivering product enablement
Experience developing/maintaining a hierarchy of documentation and resources
Experience discussing technical details and architecture with engineers and product managers
Able to define and drive adoption of a standardized content creation processes and workflow that ensures new features have supporting content on Day 1 of their launch
Experience leading and delivering on large scale content projects that will either be overhauls to existing content or completely new to an org.
Excellent written English and proof-reading skills. Any additional languages is a strong plus

Key Responsibilities:

1. Product Knowledge Management: Launch and maintain a comprehensive product knowledge framework to ensure internal teams are fully informed about our product features, benefits, and use cases.
2. Content infrastructure: Maintain the tools and processes to keep platform tools current, working well and aligned.
3. Content Creation and Curation: Oversee the creation of product-related content, including admin guides, FAQs, product cut sheets, and release notes, and relevant resources ensuring accuracy and consistency in theme and approach across all channels.
4. Internal Communications: 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.
5. Market Analysis: Stay abreast of market trends and competitor products to ensure our product communication remains relevant and competitive through regularly occurring benchmark evaluations and internal analysis.
6. Stakeholder Engagement: Drive product enablement from product management across engineering, sales + marketing teams to align product knowledge strategies with business goals.
7. Feedback Loop: Establish mechanisms to gather feedback from various stakeholders and incorporate insights into product knowledge materials and strategies.

About Sitetracker

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.

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