Knowledge Content Manager

The Knowledge Content Manager is responsible for Billtrust’s customer-facing knowledge base. This role involves acquiring, organizing, and maintaining knowledge base content, unifying multiple products’ knowledge bases into one location, and developing and maintaining effective navigation, content structure, and style. The Knowledge Content Manager creates processes for knowledge management, ensures best practices are followed, leverages AI for efficiencies, and uses data-driven strategies to optimize site performance and user engagement. By streamlining technical documentation for customer-facing knowledge articles with a focus on enhanced clarity and user experience, the Knowledge Content Manager drives increased self-serve rates, decreased support case volume, and an improved customer experience. This role is part of the Customer Support team and collaborates closely with cross-functional stakeholders to ensure knowledge base content stays relevant to current product functionality. 

What You’ll Do: 

• Consolidate all products’ knowledge bases into one easy-to-access system. 

• Develop and maintain effective navigation for content organization and customer browsing. 

• Write, edit, and publish technical topic-based knowledge articles. 

• Transform complex documentation into easy-to-consume concepts. 

• Collaborate with cross-functional subject matter experts to develop and deliver customer-facing knowledge articles. 

• Leverage Forethought AI tool to prioritize work, gain efficiencies, and improve customer self-serve rates. 

• Optimize self-help content based on customer feedback and site data analytics. 

• Design and implement scalable processes and strategies for highly effective self-help customer content. 

• Conduct regular audits to ensure the accuracy and relevance of knowledge information. 

• Monitor knowledge management metrics and implement data-driven knowledge base improvements. 

• Evangelize and practice voice and style consistency. 

• Promote a culture of knowledge sharing and continuous learning within the organization. 

What You’ll Bring: 

• 3+ years of knowledge base management and creating customer-facing technical documentation in a SaaS environment. 

• Experience with knowledge management systems, Salesforce-specific experience preferred. 

• Proven success transitioning multiple knowledge bases into one and optimizing content organization. 

• Familiarity with leveraging AI integration into content processes and for support case deflection. 

• Excellent writing and communication skills. 

• Strong project management, analytical and problem-solving skills. 

• Ability to communicate complex information clearly and effectively. 

• Excellent organizational and multitasking abilities. 

• Demonstrated ability to work independently and collaboratively across teams. 

• Attention to detail and a high degree of accuracy. 

• Bachelor’s degree in English, Marketing, Communications, or other related field preferred. 

The expected base salary range for this position is $75,000 – $85,000 annually.