Knowledge Management Specialist, Sales Enablement

  • Chicago, IL, United States
  • Employees can work remotely
  • Full-time
  • Alternate Location: Atlanta, United States

Company Description

Since we opened our doors in 2009, the world of commerce has evolved immensely, and so has Square. After enabling anyone to take payments and never miss a sale, we saw sellers stymied by disparate, outmoded products and tools that wouldn’t work together.

To solve this problem, we expanded into software and built integrated solutions to help sellers sell online, manage inventory, book appointments, engage loyal buyers, and hire and pay staff. Across it all, we’ve embedded financial services tools at the point of sale, so merchants can access a business loan and manage their cash flow in one place. Afterpay furthers our goal to provide omnichannel tools that unlock meaningful value and growth, enabling sellers to capture the next generation shopper, increase order sizes, and compete at a larger scale.

Today, we are a partner to sellers of all sizes – large, enterprise-scale businesses with complex operations, sellers just starting, as well as merchants who began selling with Square and have grown larger over time. As our sellers grow, so do our solutions. There is a massive opportunity in front of us. We’re building a significant, meaningful, and lasting business, and we are helping sellers worldwide do the same.

Job Description

With our new and growing Enablement team, we are looking for a data-driven and Knowledge Management Specialist to develop and scale an outstanding knowledge base and knowledge sharing culture, for our team.

As a Knowledge Manager, you will define the content/knowledge management strategy and lead the content architecture and strategy. You will focus on developing, auditing, and maintaining high-quality content for employees.
You'll work with key stakeholders across the company to maintain consistency at a global scale and standardize knowledge access and communication with our Sales and Account Management teams. 

You will also play a significant role in the development of a successful and effective knowledge base and will have a direct impact on employees day to day. You will be the primary champion in converting tribal knowledge into a shared, collaborative culture around knowledge.

A successful candidate will be well versed in information architecture, technical copywriting, search optimization, and information accuracy processes. You will work with cross-functional partners including product, product marketing, sales, account management, partnerships, operations, human resources, etc. to produce knowledge content that will support our Sales and Account Management teams' goals across the global organization.

You Will:

Primary responsibilities

  • Define the knowledge management strategy for Sales and Account Management and maintain high quality, up-to-date & searchable content for audiences of varying skill level.
  • Work across the organization with stakeholders, change management, service teams, trainers, curriculum developers and subject matter experts to develop knowledge content for  new and existing products, features, and services.
  • Use the knowledge base analytics to evaluate business impact, track the usage and define efficiency of the knowledge base content.
  • Project manage, coach and develop a team of partner authors from each cross-functional department.
  • Establish writing guidelines based on best practices and develop the team to ensure they are achieving or surpassing them.

Additional responsibilities

  • Review all channels where knowledge can be accessed and connect them for just-in-time recommendation of knowledge content
  • Develop knowledge content governance plans and train client teams on content governance
  • Interview stakeholders and subject matter experts to benchmark current practices and create a network of advocates
  • Promote knowledge sharing best practices between multiple teams
  • Provide and enforce strategic copy direction standards
     

Qualifications

Basic Qualifications:

  • 2-4 years of overall work experience managing content/knowledge and information architecture strategies
  • Proven experience as a technical writer, editor or content producer
  • Has a proven record managing large cross-functional projects and tight deadlines
  • Technical aptitude and excitement to quickly learn new technologies
  • Demonstrated experience using multiple documentation tools to develop base templates and standardize output styles

Preferred Qualifications:

  • Experience with information architecture in a knowledge base
  • Experience managing knowledge across a company
  • Ability to thrive in a fast-paced, ever-changing environment
  • A proactive attitude and a focus on solving problems and delivering results
  • Obsess about the customer experience, never settle for good enough, and continually inspire others to advocate on behalf of the customer
     

Additional Information

We’re working to build a more inclusive economy where our customers have equal access to opportunity, and we strive to live by these same values in building our workplace. Block is a proud equal opportunity employer. We work hard to evaluate all employees and job applicants consistently, without regard to race, color, religion, gender, national origin, age, disability, pregnancy, gender expression or identity, sexual orientation, citizenship, or any other legally protected class. 

We believe in being fair, and are committed to an inclusive interview experience, including providing reasonable accommodations to disabled applicants throughout the recruitment process. We encourage applicants to share any needed accommodations with their recruiter, who will treat these requests as confidentially as possible. Want to learn more about what we’re doing to build a workplace that is fair and square? Check out our I+D page

Additionally, we consider qualified applicants with criminal histories for employment on our team, and always assess candidates on an individualized basis.

Perks

We want you to be well and thrive. Our global benefits package includes:

  • Healthcare coverage
  • Retirement Plans
  • Employee Stock Purchase Program
  • Wellness perks
  • Paid parental leave
  • Paid time off
  • Learning and Development resources

Block, Inc. (NYSE: SQ) is a global technology company with a focus on financial services. Made up of Square, Cash App, Spiral, TIDAL, and TBD, we build tools to help more people access the economy. Square helps sellers run and grow their businesses with its integrated ecosystem of commerce solutions, business software, and banking services. With Cash App, anyone can easily send, spend, or invest their money in stocks or Bitcoin. Spiral (formerly Square Crypto) builds and funds free, open-source Bitcoin projects. Artists use TIDAL to help them succeed as entrepreneurs and connect more deeply with fans. TBD is building an open developer platform to make it easier to access Bitcoin and other blockchain technologies without having to go through an institution.

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