Knowledge-Centered Service Manager

As a KCS Manager you will join the KCS and Communities team and play an integral role in the success of Ping’s Knowledge-Centered Service (KCS) strategy. In this position you will be responsible for developing, implementing, and maintaining Knowledge-Centered Service (KCS) programs across various functions within Ping as part of the Center of Excellence Organization. Further you will partner with team members to drive self service through various related projects and programs. You will report directly to the Senior Manager of KCS and Communities.

You will:

• Manage various aspects of the Knowledge-Centered Service (KCS) program.

• Drive adoption of the KCS, Intelligent Swarming, and Case Management programs

• Use data to analyze program health and direction

• Train employees and knowledge workers

• Coach Global Support Managers and Leads to interpret KPIs and program adoption

• Manage recurring stakeholder calls during a flexible schedule that includes supporting EMEA, APAC, and AMERICAS hours

• Work with senior leaders to develop a Knowledge Domain Analysis program: KDA Webinars, Self Service projects, KCS Driven Problem Management and more

• Champion a knowledge sharing culture by supporting global stakeholders including, Management, Technical Support Engineers, The KCS Council, KCS Coaches and Knowledge Domain Experts (KDEs)

• Partner with peers to improve self service and Digital CX through KCS and other programs.

• Work in a team that believes in working together, creating value, and contributing to the team’s and company’s success through unbounded contribution!

You have:

• 15+ years experience implementing and managing a KCS Program within a high tech Enterprise level company

• An analytical mindset with the ability to interpret and make data informed decisions

• Self-motivation and are able to handle multiple projects simultaneously

• Experience creating compelling communications and presentations that support Organizational Change Management (OCM) and project management efforts

• Experience with Salesforce Service Cloud, Salesforce Knowledge, Salesforce Community, and Salesforce workflows and reporting

You have an advantage if:

• KCS v6 Practices Certification (or be willing to work towards one)

• Ability to connect KCS into other programs in the enterprise Ecosystem

• Organizational Change Management Certification or change management experience

• Previous experience educating managers and stakeholders on KCS value, and best practices

• You posses soft, customer service, and influencing skills