Knowledgebase Manager

Invoice Cloud is seeking a skilled Knowledgebase Manager with a collaborative mindset to join our Client Services team, supporting our initiatives to develop and manage engaging content and help develop an industry-leading knowledge base for our customers.  The right candidate is not only passionate about creating great content and using digital tools to inform, educate, and train users, but also has a solid understanding of what it takes to create informative and instructional content that is also engaging.

Our knowledge articles can be found in a client accessible portal called Support Central. We are seeking candidates who not only have experience in creating and managing content but can own our Knowledgebase and help it grow and increase the usage amongst our clients. Experience and knowledge of the payments industry or other fields related to technology is a strong advantage.

Job Responsibilities:

• This role is focused on encouraging accurate and widespread usage of Invoice Clouds knowledge base to its clients.

• Work with leaders to create and execute a plan to increase and improve usage of knowledge (support Central) to our clients.

• Help create meaningful dashboards to help track key knowledge metrics

• Written content creation and updates for our knowledge base article library for internal and external audiences, ensuring content is accurate, up-to-date, and complete.

• Proactively identify and execute on opportunities to improve current articles.

• Writing on multiple subjects including our platform, features and industry best practices and other important knowledge and training content.

• Develop an editorial voice that positions IC as a trusted advisor and authority on the payments business.

• Develop outreach to out clients to learn where they struggle, and then address those needs.

• Content management, onboarding new articles, updating existing articles, tracking and completing edits and revisions as needed.

• Excellent editing skills and ability to ensure all copy is accurate, clear, concise, grammatically correct, and appropriate for the intended audience.

• Effectively research topics and communicate with subject matter experts and research to collect accurate and up-to-date information when necessary.

• Distill complex concepts into easily digestible and easy-to-follow content.

Qualifications & Attributes:

• Degree in management, communications, technical writing, business, or related field

• Experience in knowledge/content metrics

• 1-3 years in managing and creating content

• SalesForce Knowledge Base experience preferred

• Excellent written and verbal communication skills

• Excellent editing skills

• Must have experience managing and creating copy meant to train, inform and educate audiences

• Excellent organizational and time management skills

• Attention to detail

• Ability to work independently and in a team

Outcomes

First 30 days 

• Gain a complete understanding of the IC solutions

• Gain a complete understanding of the IC internal systems including the Biller Portal, Customer Portal, basic settings in the CRM and Salesforce.

• Attend training, review all material provided and complete quizzes administered.

• Sit with the Biller Support team to shadow them and learn from experience how to work with IC Clients and troubleshoot issues.

First 60 days

• Start editing articles submitted from team members

• Begin working with internal team members to create articles

• Gain knowledge of dashboards to help improve knowledge

• Get an understanding of our clients and their knowledge needs.

First 90 days

• Work with Management and start creating a plan for content and start executing that plan.

• Reach out to internal and external stakeholders to get feedback on articles and how we can integrate knowledge in our portals.

• Check weekly and monthly stats on knowledge and report them to the Director and VP of Client Services.