Knowledge Manager
OpenX - Pasadena, CA

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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.

Job Responsibilities:
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

Required Qualifications:
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

About OpenX

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.

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