Head of Knowledge & Enablement

The Head of Knowledge and Enablement will lead the development, implementation, and management of knowledge-sharing and enablement programs to support internal teams, partners, and customers. In this pivotal role, you will be responsible for designing and executing a scalable strategy that equips Support teams with the tools, training, and resources needed to thrive while also ensuring customers have the information they need for success. This role will also develop the AI strategy for effective case deflection of support cases. The ideal candidate will blend strategic thinking with hands-on expertise in knowledge management, training, and cross-functional collaboration.

This role requires a deep understanding of the customer’s technical needs and business objectives, ability to influence direction on behalf of the customer, and a commitment to fostering strong relationships through proactive customer care and support.

Key Responsibilities:

Knowledge & AI Strategy & Execution:

• Design and execute a comprehensive knowledge and enablement strategy that supports employee development, customer success, and partner enablement.
• Identify gaps and opportunities in current knowledge-sharing practices and develop initiatives to enhance resource accessibility, content relevance, and training quality.
• Identify AI methodologies to increase case deflection while offering the best self-service experience for our customers.

Leadership & Team Development: 

• Lead, inspire, and develop a high-performing support team, including recruiting, training, and coaching to foster a customer-first culture.
• Build career development and performance management plans for team members at all levels.

Knowledge Management & Content Development:

• Oversee the creation and maintenance of an extensive knowledge base, ensuring resources are accurate, up-to-date, and easily accessible.
• Collaborate with Product, Engineering, Customer Excellence, and Marketing teams to ensure content reflects the latest product features, updates, and industry standards.
• Implement AI-driven and self-service solutions for content delivery, including chatbots, video tutorials, and interactive documentation.

Training & Enablement Programs:

• Develop and lead enablement programs tailored to Support teams to ensure they are well-equipped to meet performance goals.
• Create customer-facing enablement resources, such as onboarding programs, product tutorials, and troubleshooting guides, to maximize product adoption and satisfaction.
• Regularly assess the effectiveness of training programs and make data-driven adjustments to improve engagement and outcomes.

Metrics & Optimization:

• Define and track key metrics for knowledge utilization, training effectiveness, and enablement program success.
• Use data and feedback to refine processes, improve knowledge accessibility, and enhance training content based on user engagement and outcomes.
• Stay up to date with industry trends, tools, and best practices to continuously enhance the enablement strategy.

Required Skills and Experience:

• Knowledge Management & AI Experience: Proven experience in knowledge management, training, and enablement roles with deep understanding of AI trends and considerations.
• Technical Aptitude: Strong understanding of the company’s products and technical offerings, with the ability to communicate technical concepts to both technical and non-technical stakeholders.
• Customer-Centric Mindset: Exceptional customer service skills, with a focus on proactively deflecting issues and understanding customer sentiment.
• Problem-Solving: Ability to manage complex customer issues, work cross-functionally with internal teams, and identify creative solutions to meet customer needs.
• Communication and Relationship-Building: Strong interpersonal and communication skills, with the ability to build trust with stakeholders and knowledge partners across the company.
• Data-Driven: Experience with Support delivery metrics and KPIs, knowledge dissemination tools, and reporting platforms to monitor effectiveness of knowledge and enablement programs.
• Leadership & People Management: Strong leadership and people management skills, with experience in coaching & mentoring and developing individuals and teams.

Preferred Qualifications:

• 5+ Years in Knowledge Management or Enablement Role: Must have previous experience managing knowledge strategy and enablement and must be well versed in current AI trends and technologies. Leadership role in technology or software-as-a-service (SaaS) environments focused on the Support organization is a plus.
• ITIL Certification: ITIL (Information Technology Infrastructure Library) certification or equivalent experience in service management best practices is highly desirable.
• Bachelor’s Degree in Business, Communications, Information Technology, or a related field; advanced degree preferred.

Additionally, you will enjoy some of our local benefits such as:

• Comprehensive medical, accidental, and life insurance
• Weekly wellness sessions to support your physical and mental well-being
• A generous paid time off policy