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- Create the strategy and vision for KCS for the Post-Sales Services organization. Align the organization, leadership, and stakeholders to the same compelling vision.
- Design and lead the execution to accomplish the vision. Establish KPIs, track performance, and provide regular reports to leadership.
- Develop, implement, and govern strategy and processes to make our content part of an effortless self-service experience for our customers.
- Work with regional leaders & stakeholders to remove barriers to KCS adoption globally.
- Coach and develop the Content Curators to manage and drive the content strategy and key content initiatives within their portfolios.
- Provide recommendations for enhancements to improve support agent workflow or reporting.
- Explore industry trends to identify strategies or initiatives to accelerate results. Pilot new approaches, such as AI-driven knowledge bases.
- Provide recommendations for tool enhancements to improve support agent KCS workflow.
- Manage vendor relationships for KCS supporting platforms and solutions.
- Increase explicit & implicit case deflection rate.
- Increase customer satisfaction through the self-serve channel.
- Improve overall quality and findability of content for customers and employees (KBs, tutorials, examples,
- Proven experience in developing and implementing knowledge management programs for global organizations.
- Strong leadership and interpersonal skills to motivate and drive behavior changes.
- Excellent communication and presentation skills.
- Experience managing large, global projects/teams, including the ability to work to tight timelines, keep projects on schedule, and assure all relevant parties are informed on progress or issues.
- A passion for customer success and keeping a customer-centric mindset always, especially when faced with challenging decisions.
- Expert skills around building consensus and rallying cross-functional and/or global teams to work together despite organizational boundaries.
- A strong desire and thirst for continuous learning and growth, constantly keeping up with current industry trends and processes.
- Strong data analytics skills
- Knowledge Management industry certifications such as KCS v6 Practices, KCS Trainer Certification or equivalent.
- Experience with Salesforce Service Cloud for Lightning Experience
- Experience in tuning Search engines to increase customer self-service success.
- 2+ years' experience managing a global KCS program in a hi-tech company.
- 2+ years' experience in people management
- Understanding of Agile development and experience working with a scrum team
- Previous experience providing Technical Support or customer-facing roles.
- Bachelor's degree in engineering
Knowledge Program Manager - Heredia, Costa Rica - NI
hace 3 semanas
Descripción
The Role
As our Knowledge Manager, you will drive Knowledge Centered Service (KCS) in the NI Post-Sales Services organization. Every day you will work across our global organization of over 300 employees and associated stakeholders to understand opportunities and make data-driven decisions that improve our KCS implementation, making our reactive support content part of an effortless self-service experience while also improving internal efficiencies. To thrive in this role, you must have experience managing a large KCS implementation, be an expert connector, and not be afraid to dive in to impact change.
Let's Engineer Ambitiously together. At NI, we're a globally recognized top employer looking for problem solvers who value diversity and fresh perspectives. People that are bold, kind, and willing to take chances. We build on the big ideas of those big dreamers to make their visions a reality from 5G and medical innovations to autonomous driving and the future of space travel. No matter your career path or dream, we're here for you, for each other, and for the next generation of innovators who think bigger, aim higher, and go faster. Are you up for the challenge of helping shape humanity for the next 100 years? Let's get started.
Key Responsibilities
Key Performance Objectives
Basic Qualifications
Preferred Qualifications
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