The Knowledge Manager is a key management role within the Support Engineering organization, reporting to the Director of Customer Support. This role will be responsible for strategic development, and day-to-day management, of the Knowledge Management system and processes for OpenX. The Knowledge Manager will establish innovative methods of knowledge collection and dissemination to optimize customer satisfaction and decrease effort for internal and external customers.
Develop an effective and repeatable, ITIL and Knowledge Centered Support (KCS) standards-based Knowledge Management process
Facilitate cross-functional Knowledge Management process coordination with stakeholders from Customer Support, Product Management, Engineering, Marketing, Partner Services, and Operations
Establish internal and cross-functional processes and systems to drive the reduction of incident resolution time and customer effort
Implement OpenX’s community support strategy
Maintain metrics-driven process to help measure customer satisfaction and ROI for Knowledge Management and CRM systems
Communicate issue status and progress to internal and external parties
Knowledge Centered Support certified - ITIL certification is a plus
Has proven experience with knowledge management and social collaboration systems (Salesforce expertise preferred)
Has both technical and functional expertise with CRM systems (Salesforce expertise preferred)
Demonstrates hands-on experience with the administration of enterprise platforms
Possesses working knowledge of HTML, SQL, and database design
Has excellent communications skills, including verbal, written and presentation skills
Has experience leading consistent knowledge base article process and workflow development with global cross-functional teams
Quickly understands the business issues and data challenges of global support organizations
Has experience reviewing and editing requirements, specifications, business processes and recommendations related to proposed solutions
Has experience developing business and functional specifications
Has experience running small-medium size IT projects from requirements definition to deployment
10+ years’ experience in high technology / SaaS industries with a strong background in knowledge and social collaboration systems
Has led the implementation of a technical support application/tool or CRM system
Effective relationship and team builder
Proven ability to partner successfully with multiple teams and customers outside their direct influence
Ability to work effectively with senior management, cross-functional teams, internal customers, external partners, vendors, and end users
Related BA/BS or advanced degree preferred
OpenX is a global leader in digital advertising technology and services, enabling digital media companies to manage and maximize their ad revenue. Our unique platform combines ad serving, a real-time bidding (RTB) exchange, yield optimization, and content valuation to deliver the highest revenue across every desktop, tablet, and mobile screen.
OpenX is backed by leading investors including Accel Partners, Index Ventures, SAP Ventures, Samsung Venture Investment Corporation, Mitsui & Co., Global Investment, Inc., and Presidio Ventures.
With 100% YOY growth the past 2 years, $153M in revenue and 275 employees ending 2012, OpenX is ranked #7 on Forbes' 2013 list of the Top 100 America's Most Promising Companies.