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Knowledge Manager Silver Spring Networks
THIS JOB HAS EXPIRED
Tracking Code1366
Job Description
The Knowledge Manager is a key management role within the Customer Support organization, reporting to the Senior Director of Customer Support. This role will be responsible for strategic development, and day-to-day management, of the Knowledge Management system and processes for Silver Spring Networks. The Knowledge Manager will establish innovative methods of knowledge collection and dissemination to internal and external customers.
Main Duties
Develop an effective and repeatable, ITIL and Knowledge Centered Support standards-based Knowledge Management process
Facilitate cross-functional Knowledge Management process coordination with stakeholders from Customer Support, Product Management, Engineering, Marketing, Tech Pubs, and Operations
Establish internal and cross-functional processes and systems to drive the reduction of incident resolution time and customer effort
Implement Silver Spring Networks? community support strategy
Maintain metrics-driven process to help measure customer satisfaction and ROI for Knowledge Management and CRM systems
Communicate issue status and progress to internal and external parties
Required Experience
Knowledge Centered Support certified - ITIL certification is a plus
Has proven experience with knowledge management and social collaboration systems (such as Consona / Knova, RightNow, Moxie Remedy)
Has both technical and functional expertise with CRM systems (Remedy preferred)
Demonstrates hands-on experience with the administration of enterprise platforms
Possesses working knowledge of HTML, SQL, and database design
Has excellent communications skills, including verbal, written and presentation skills
Has experience leading consistent knowledge base article process and workflow development with global Customer Support, internal IT, Technical Publications, and Training organizations
Quickly understands the business issues and data challenges of global Customer Support organizations
Has experience reviewing and editing requirements, specifications, business processes and recommendations related to proposed solutions
Has experience developing business and functional specifications
Has experience running small-medium size IT projects from requirements definition to deployment
10+ years? experience in high technology / SaaS industries with a strong background in knowledge and social collaboration systems
Has led the implementation of a technical support application/tool or CRM system
Effective relationship and team builder
Proven ability to partner successfully with multiple teams and customers outside their direct influence
Ability to work effectively with senior management, cross-functional teams, internal customers, external partners, vendors, and end users
Related BA/BS or advanced degree preferred
Able to travel to other locations on occasion
Multi-lingual candidates (Portuguese) preferred
Job Location
Redwood City, California, United States
Position Type
Full-Time/Regular
| Location: | 575 Broadway Street Redwood City, CA 94063 United States |
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THIS JOB HAS EXPIRED
Silver Spring Networks
Investors: Foundation CapitalAll Jobs: at Silver Spring Networks
| Web Site: | www.silverspringnetworks.com |
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| Headquarters: | 575 Broadway Street Redwood City, CA 94063 United States |
| Industry: | Cleantech / Energy |
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