Ellie Mae Customer Success Knowledge Manager in Pleasanton, California

Customer Success Knowledge Manager

Department: Technical Support/Customer Support

Location: CA - Pleasanton

WkDay Req Number: 180516

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Description

Ellie Mae (NYSE:ELLI) is the leading cloud-based platform provider for the mortgage finance industry. Ellie Mae’s technology solutions enable lenders to originate more loans, reduce origination costs, and reduce the time to close, all while ensuring the highest levels of compliance, quality and efficiency. Visit ‪ EllieMae.com to learn more.

Summary of Responsibilities

The Knowledge Manager will be responsible for the development, implementation and continued improvement of an enterprise wide framework for Knowledge Management across all of Customer Success.

Collaboration with leadership across product management, field organizations, SaaS operations, security, business services and operations are essential. The right candidate will be able to demonstrate proficiency with knowledge and content management systems and principles, have a strong understanding of the content management lifecycle, best practices and search optimization as well as process development and technical writing.

The individual should also have excellent analytical, research, and technical skills and who is poised, articulate, and comfortable working with cross-functional teams. This position requires the ability to utilize, configure, and maintain knowledge management and decision support tools. Duties also to include soliciting input from customers to add functionality to the tools offered and research the availability of new tools to assist in better meeting customer needs.

Primary Duties and Responsibilities

  • Manage Knowledge Management governance structure and processes

  • Generate reports to provide progress on knowledge initiatives and practices

  • Generate reports to provide progress on knowledge initiatives and practices

  • Promote the use of knowledge with internal teams as well as customers

  • Manage knowledge lifecycle, inclusive of roles, publication, editing, processes, permissions, knowledge audits, content expiration, and search results optimization.

  • Develop and drive continuous improvement of the Knowledge Management taxonomy to proactively serve and rapidly retrieve pertinent, meaningful content to customers.

  • Partner with Customer Success management teams to assess effectiveness of current Knowledge Management processes and usage.

  • Drive adoption of the enterprise Knowledge Management tools and partner with cross-functional teams

  • Define and manage appropriate governance over change and functional enhancement of the Knowledge Management processes and platform

  • Identify and champion projects supporting continuous improvement of Knowledge Management processes and positively impacting associated KPIs.

  • Assist leadership to develop a culture that incents individuals and teams to contribute knowledge.

Skills and Knowledge Requirements

  • 5+ years’ experience in Knowledge Management

  • Ability to set goals and meet deadlines at the initiative, project and task level.

  • Ability to delegate appropriately and monitor/measure effectiveness.

  • Excellent customer service skills.

  • Strong knowledge of, recognition of importance, and willingness to drive adherence to company policies, procedures and process.

  • Ability to work well with all levels of management.

  • Demonstrated ability to innovate

  • Strong analytical skills that demonstrate sound judgment

  • Excellent decision-making ability and problem-solving skills

  • Strong attention to detail

  • Strong understanding of service levels and performance targets

  • Able to work under pressure to ensure that strict timelines and deadlines are achieved

  • Elevated level of professionalism

  • Strong presentation skills

  • Preference given to candidates with client interaction experience

  • Ability to multitask effectively

  • Excellent interpersonal skills and ability to function within a team

  • Data-driven decision making or quantitative analysis skills

  • Bachelor's degree in Business Administration or Computer Science preferred

Ellie Mae is an Equal Opportunity/ Affirmative Action Employer. Minorities, Females, Disabled and Veterans are encouraged to apply.

We do not accept resumes from headhunters, placement agencies, or other suppliers that have not signed a formal agreement with us.

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