Senior Knowledge Management Specialist

Samsara

11d • Remote

About The Position

Are you an aspiring Knowledge Management (KM) professional with a passion for managing multiple projects and collaborating with SMEs to develop best-in-class knowledge resources using cutting-edge KM technologies, including AI?

Join us as a Knowledge Management Specialist, where you'll create clear, user-friendly documentation and learning materials to support our Sales Support organization. The ideal candidate will have experience in developing and maintaining a technology-centric KM framework for a support ecosystem. As a part of the Sales Support Ops team, you will establish our knowledge base infrastructure, create and manage articles, leverage AI tools, and establish KM KPIs to optimize the impact of the KM program.

This is a remote position open to candidates residing in the US except Alaska, Austin Metro, Boulder Metro, California, Chicago Metro, Connecticut, Dallas Metro, Denver Metro, Houston Metro, Maryland, Massachusetts, New Jersey, New York, Rhode Island, Seattle Metro, and Washington, D.C.

Requirements

• Bachelor's degree in a related field
• 4+ years of knowledge management and technical writing experience creating customer-facing documentation for software or SaaS products as well as creating, capturing, structuring, and maintaining knowledge articles
• Experience managing complex content projects and cross-functional partnerships, including measurable improvements to customer self-service
• Experienced in working with knowledge management and ticketing systems
• Strong interpersonal skills to collaborate with cross-functional teams and to communicate effectively with stakeholders at all levels
• Adept at managing multiple priorities and embracing change with ease

Nice To Haves

• Familiar with generative AI tools and automation platforms to accelerate content
• KCS Certified
• Proficient in Zendesk, JIRA, Confluence, Tableau, or similar tools
• Experienced in managing knowledge-related projects

Responsibilities

• Establish a scalable infrastructure for Sales Support’s knowledge management function– consolidating documentation, streamlining tooling, and formalizing governance
• Collaborate closely with Sales Ops, Support, Sales, and other GTM stakeholders to gather and translate information into operational agent and AE-facing content
• Craft clear and concise KB articles to support the refinement and expansion of the KM library, to improve self-service and AI-ingestion
• Manage the Sales Support knowledge management roadmap and contribute to the completion of projects within the roadmap
• Assist in monitoring and reporting on KPIs to evaluate KM effectiveness
• Identify and implement enhancements in our KM processes and technology, guided by KM KPIs and industry best practice
• Actively participate in technology-driven initiatives, incorporating AI and other innovative solutions
• Champion, role model, and embed Samsara’s cultural principles (Focus on Customer Success, Build for the Long Term, Adopt a Growth Mindset, Be Inclusive, Win as a Team) as we scale globally and across new offices

Benefits

• Full time employees receive a competitive total compensation package along with employee-led remote and flexible working, health benefits, and much, much more.
• Take a look at our Benefits site to learn more.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Number of Employees: 1,001-5,000 employees