U.S. Bank talech Senior Knowledge Manager - Telecommute in St. Paul, Minnesota
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Job DescriptionKnowledge Manager - Customer Success
The Company: talech is an innovator in the POS space for small and medium businesses (SMB). The Palo Alto-based software company helps SMB, predominantly in the Retail, Restaurants and Services verticals, simplify operations and make better decisions through an integrated point-of-sale system. In late 2019 it was acquired by US Bank and is now a division of the company. Within US Bank, talech is tasked with leading the charge on the digital transformation required to enable the development and execution of a comprehensive digital experience for SMBs where the interface to the customers is the talech POS and from it a comprehensive set of additional solutions (software and banking alike!) are enabled to the customers.
The Customer Success Function: The primary objective of the Customer Success (CS) function is to ensure our customers maximize the value they receive from the solutions they acquired from us, while making them raving-fans of the company. Based on that initial delight and success the CS team follows to expand the solution-set the customers utilize from the company to provide more value to them as well as more revenue to the company.
Under the responsibility of the Customer Success function are all post-sales activities including: Initial deployment, customer onboarding, ongoing technical and application support, customer and partner training, upgrades and updates of hardware and software solutions, customer management, user adoption, contract renewals, program expansion, customer value capture, and more. These areas of work are structured under the CS Org of: Professional Services (PS), Technical Support (TS) and Customer Success Management (CSM) Knowledge & Training (K&T)
The Knowledge & Training Practice: The Knowledge & Training (K&T) organization has two streams, Knowledge Management & Training. K&T is responsible for the development, delivery, enhancement & management of all education & training networks & materials and digital artifacts in a wide variety of formats (documents, presentations, videos, scripts, audio, In-App guidance, face-to-face, 1:1 and 1:many, and more)
The Role: Knowledge Manager talech seeks to expand its talented Customer Success team with an experienced Knowledge Manager.
You will be responsible for aligning our Knowledge Initiatives with the overall organizational strategy. This position is responsible for driving the knowledge management agenda within talech, ensuring best practice in the creation, collection, storage, use, and sharing of our content and Intellectual Property of the business.
This role also includes collaboration with all the departments within the Customer Success Organization and other departments within the talech company, like: Professional Services, Customer Success Management, CS Operations, the Service Desk, Technical Support, Product Development, Engineering, Sales & Partners, etc.
In this role you’ll be responsible for managing our Knowledge Assets & platforms across its lifecycle and managing the people, process & tools related to KM.
Primary responsibilities will include, but are not limited to:
Knowledge Management: Co-develop the KM Strategy in line with the KM & Training Practice. Implement the knowledge management strategy. Design specific processes for the creation, collection, storage, use, and sharing of content.
Development of Knowledge Assets: including but not limited to Knowledge Articles, Product documents, Release Updates, Work Instructions, Process flows, Templates, Job Descriptions, and case studies, infographics, videos, simulations, presentations, Wikis, Confluence Spaces etc. Continuously develop new content material and enhance existing ones.
Best Practices in Knowledge Management: Implement Best Practice and an end-to-end process for the capture, storage, retrieval, updating & retirement of content. Conduct frequent Knowledge Mapping exercises and KM Health Checks.
Knowledge Tools & Databases: Day to day management of the knowledge base and own the management of the Knowledge Base, & other Knowledge tools as required e.g. Knowledge Repository, In App Guidance, CMS, LMS, both from an administration and content perspectives. Constantly evaluate new tools and methodologies in the marketplace that can enable Knowledge Transfer / Training and work to incorporate them into the Customer Success plans.
Knowledge Networks: Enable the sharing of tacit and explicit knowledge across the organization through the creation of networks, subject matter experts, insight sharing events, tools training sessions and other forms of collaboration. Crowd source Knowledge Articles and engage the network across multiple platforms.
Reporting & Dashboards: Build reports and dashboards to share visibility, identify challenges and opportunities. Analyze data and identify trends, and areas that need action. Measure and Track consumption of artifacts, adoption of tools, etc. Effective tracking, reporting and management of KM & Learning systems, initiatives and projects.
Expected Results of Position: The outcome of the Knowledge, Education and Training team is a more educated community that more effectively and efficiently gets its work done. As such it’s measures of outcome overlap performance of the other operating teams in CS. It should be measured in the following ways:
Successful Onboarding projects: support the PS team in delivering projects On Time (as quickly as possible, and definitely within the expected duration as agreed with the customer), On Quality (at the highest levels of quality as possible, measured by completeness of tasks, minimization of errors and rework, usage and value extracted by customers and customer feedback). Successful Ongoing Customer Management: support the CSM team with enhancing maximizing value the customers gain from our solutions, measured by effective Adoption and Usage of key functions, Program Expansion (increasing number of use cases by customers) and Customer Net Retention (contract renewal, upsells and cross-sells) Successful KM for the Technical Support teams (Tier1, Tier2) Improve quality of agent knowledge and access to information and this should result in lower Call times, reduced escalations, quicker resolutions on cases & higher Quality scores. Strong Sales and Partner Enablement: Through effective KM, accurate knowledge assets and effective use of all the KM & Training platforms. Generation of Content: development of material (knowledge artifacts) to support the function’s objectives. This will be measured by the number of a) new and b) improved knowledge artifacts c) adoption of platforms & consumption of content.
Our Ideal Candidate Has: 8+ years of experience in knowledge management and has team management abilities. Experience Crafting Knowledge Management Solutions & Implementing them. Proven expertise with SaaS solutions and Cloud technologies Strong Experience with tools used for Knowledge Mgt and/or Training including: CMS & CRM tools - SalesForce, Service Cloud, Confluence, Customer Success Mgt platforms, LMS, In-App Guidance, etc. Superb communications skills - written, presentation, verbal. Is high on execution, data driven and analytical with a propensity for hands-on work. Ability to adapt to a rapidly changing product and respond strategically to customer needs. Strong interpersonal skills and track record of building collaborative relationships. Experience with POS solutions and/or work with SMBs in Retail, Restaurants and/or Services fields is a major plus. Good manner, fun to work with, makes people want to work with them.
Salary: Full Time Employee
Reporting to: Director of Knowledge Management & Training
Benefits: Take care of yourself and your family with U.S. Bank employee benefits. We know that healthy employees are happy employees, and we believe that work/life balance should be easy to achieve. That's why we share the cost of benefits and offer a variety of programs, resources and support you need to bring your full self to work and stay present and committed to the people who matter most - your family.
Learn all about U.S. Bank employee benefits, including tuition reimbursement, retirement plans and more, by visiting usbank.com/careers.
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Salary range reflected is an estimate of base pay and is for the primary location. Base pay range may vary if an offer is made for work in a different location. Pay Range: $75,905.00 - $89,300.00 - $98,230.00
U.S. Bank is an equal opportunity employer committed to creating a diverse workforce. We consider all qualified applicants without regard to race, religion, color, sex, national origin, age, sexual orientation, gender identity, disability or veteran status, among other factors.