Knowledge Program Manager

🚀 Program Manager, Knowledge at Kaseya® 🌟

Join the leading provider of IT infrastructure and security management solutions as our Knowledge Program Manager! We’re looking for a talented individual to develop, implement, and enhance our knowledge management strategy to empower customers with high-quality self-service documentation and tutorials.

Key Responsibilities:

• Develop and execute a knowledge management strategy to enhance customer self-service.
• Continuously refine the content library to align with customer needs.
• Collaborate with leadership to identify areas for self-service improvements.
• Analyze support trends and customer inquiries to optimize documentation topics.
• Manage the end-to-end content creation process for accuracy and effectiveness.
• Work alongside subject matter experts to ensure technical accuracy of content.
• Define standards for clarity, consistency, and accessibility in all content.

What We Value:

• Experience in knowledge management or content strategy, preferably in a support setting.
• Strong analytical skills to translate support data into actionable decisions.
• Excellent writing and communication skills to simplify complex topics.
• Familiarity with KCS frameworks and knowledge lifecycle management (KCS Certification is a plus).
• Multimedia content creation experience, especially in videos, is a bonus.
• Strong project management skills to handle multiple initiatives efficiently.

Compensation:
💰 Salary ranges from CAD 130k to 150k.

Why Kaseya?
At Kaseya, we embrace our bold, gritty, and accountable culture that empowers employees to go above and beyond. Join us and be part of our journey to #ChangeLives! 🌍

Location:
This role is in-office in Medellín, Colombia.

Ready to make a difference? APPLY NOW!