Velocify seeks a Knowledge Specialist with a passion for process and past success in building, fostering, and managing a comprehensive Knowledge-Centered Support (KCS) model to scale and extend our support capabilities. Velocify’s Knowledge Specialist will be responsible for driving the creation of internal support and client facing self-service content, manage existing content, and own the processes/tools geared towards improving the effectiveness of knowledge searches.

When successful, the Velocify Knowledge Manager will bring major improvements to case resolution, employee training, and client satisfaction.  Ideal candidates will possess strong technical writing, interpersonal, communication and influencing skills, as well as a passion for driving change to achieve client-focused results.

Key Responsibilities:

• Lead the initiative to identify and produce support related and client-facing knowledge documentation, while making available to clients and employees in a structured, intuitive way via the Client portal and knowledge base
• Work with Subject Matter Experts within the organization to create new content and refine existing how-to, troubleshooting, and other content for client and staff to reduce case volume and duration.
• Foster a strong knowledge-sharing community within the Client Support organization
• Build relationships with Product, Marketing, Account Management, and Professional Services organizations to garner new sources of knowledge assets
• Define the standards for knowledge article production and implement quality monitoring & value-based usage metrics
• Lead efforts to define a broader long-term Client Community strategy and processes
• May participate in special projects as assigned

Qualifications and Requirements:

• 5+ years in a knowledge/content management and/or community management role
• Successful track record in improving knowledge utilization across support teams
• Excellent editing, writing, and communications skills.
• Familiarity with Salesforce case and knowledge management desired.
• Familiarity with knowledge centered support methodologies desired.
• Ability to parse technical information and document into easy to understand answers.
• Ability to work effectively with cross-functional teams including technical, content, and creative teams
• BS/BA required
• Understanding of knowledge management principles and knowledge taxonomy best practices