KCS Coach Lead & Sales Enablement Specialist

Experian•United States, UNITED STATES

1d•$80,237 - $139,077•Remote

About The Position

Reporting to the Senior Manager of Knowledge Management and Customer Community, The KCS Lead Coach leads the adoption and success of Knowledge-Centered Service (KCS) practices across the organization. You will be a strategic coach and program leader, promoting knowledge quality, contributor development, and operational excellence. Additionally, this role partners with Sales and go-to-market teams to ensure knowledge usage; including onboarding new sales team members ensuring customer engagement, product understanding, and business outcomes.

Requirements

5+ years of experience in Knowledge Management, KCS, Coaching, or related field
Understanding of KCS methodology and coaching practices
Experience training individuals or teams
KCS v6 Certification or comparable experience
Experience supporting Sales Enablement or onboarding programs
Familiarity with knowledge platforms (e.g., Salesforce Knowledge, ServiceNow)
Experience developing training programs and onboarding materials

Responsibilities

Lead the KCS coaching program by training, mentoring, and supporting teams on KCS principles, processes, and standards
Coach Contributors, Publishers, and Candidates to improve knowledge creation, reuse, and adoption
Conduct regular coaching sessions, feedback loops, and proficiency development to drive continuous improvement
Review and validate knowledge articles for quality, accuracy, and adherence to Content Standards
Monitor KCS performance metrics and provide insights on adoption, quality, and effectiveness
Partner with managers to strengthen KCS behaviors, accountability, and performance expectations
Ensure new sales hires are equipped with accessible, accurate, and reusable knowledge to support customer conversations
Translate operational and product knowledge into clear, consumable content that supports consistent messaging
Identify gaps in onboarding content and improve materials based on feedback and performance trends
Collaborate with Product, Support, Training, and SMEs to ensure knowledge accuracy and completeness
Be a liaison between knowledge management and business teams to align on content, messaging, and priorities
Identify opportunities to improve efficiency through knowledge reuse and process enhancements