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Knowledge Management Manager


Gigamon


Location

Chennai | India


Job description

The successful candidate will be a visionary who can partner with Gigamon Technical Support, Customer Success, and Digital Experience teams to gather business requirements and use cases, develop a vision for knowledge management, lead the teams that implement the vision, work with Support to transition the organization to the new methodology, and manage the ongoing success of Knowledge Programs. This role will be responsible for pulling together all of the existing Support content (existing KB articles, bug data, training videos, whitepapers, discussion forums, etc.) into our SalesForce knowledge base. Candidate will have experience leading small teams in designing and implementing Knowledge Management systems for large support organizations. Candidate should be customer-focused and familiar with the networking and cloud space. Candidate should be process-oriented, with demonstrated experience making organizations more efficient using collaborative, web-based tools. Key measures of success for this role will be successfully handled contacts online as measured by CSAT, as well as the positive impact to Gigamon support costs. The ideal candidate will have 8-10 years experience in self-help, knowledge management and/or customer service program management.

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