Program Manager, Knowledge Management

Our mission is to accelerate democratization of best-in-class financial products for everybody - regardless of their net worth.

We are looking for an experienced Program Manager to lead the launch and ongoing execution of our Knowledge Centered Service (KCS) initiative. You will drive the strategy, roadmap, implementation and adoption of KCS across the Customer Success organization at Synapse. With your strong leadership over this program, our support team will never have to solve a problem more than once and our customers will be able to find answers and solve problems on their own, enabling a much better user experience.

What You Will Do

• Passionately evangelize the benefits of KCS internally, influencing a culture change of sharing knowledge across the Customer Success organization
• Collaborate with key stakeholders to develop the KCS roadmap, solution design and usability for customers and our support teams
• Ensure that Synapse is adhering to industry best practices for KCS
• Oversee the development and ongoing evolution of the knowledge management technology infrastructure
• Develop and define key leading and lagging metrics to review Synapse and Customer adoption, content creation and value, and provide recommendations for improvements
• Drive KCS throughout Customer Success, overseeing workflow and incorporating knowledge sharing into aspects of everyday work
• Manage the day-to-day operations which include training and certification, motivating, influencing and mentoring across teams
• Develop the cadence and working model between the KCS program and cross-functional training and documentation teams to ensure alignment of content
• Gather and share insights from knowledge captured in reactive support cases to drive proactive support engagements
• Analyze customer usage and collect feedback from key customers to deliver an evolving suite of new customer self-service tools

What You Will Bring

• 10 + years of knowledge management experience with 5+ years leading a global knowledge management program focused on serving customers, partners, and internal users
• 5+ years of experience in large and complex programs, change management and/or program management across diverse stakeholder teams
• Experienced practitioner of Knowledge Centered Service (KCS)
• You have a digital-first orientation and are constantly scanning for new solutions to automate and differentiate performance
• Excellent understanding of customer support processes including workflows, multiple channels, and optimization tactics and strategies
• Strong passion and enthusiasm for cultivating a culture of knowledge sharing
• Self-starter, taking initiative and requiring minimal supervision
• Experience working with Zendesk, JIRA, Confluence, Gitbook, and other services tools
• Experience supporting developer platforms using these technologies -- API Models, JSON, HTTP, Postman (or other request libraries) is highly desirable
• Technical Degree or Equivalent Experience desirable

What We Offer

• 💰Competitive Compensation
• 📈Equity
• 🍎Insurance (Medical/Dental/Vision)
• 💚401(k) with company matching up to 4%
• 🏝PTO & Holidays
• ✨Life Insurance & LTD

Synapse is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all of our employees. Synapse provides equal opportunity in all of our employment practices to all qualified employees and applicants without regard to race, color, religion, gender, national origin, age, disability, marital status, military status, genetic information or any other category protected by federal, state and local laws.