Product Knowledge Lead

• Strategic Knowledge Framework: Design, launch, and continuously evolve a comprehensive product knowledge framework that ensures our internal teams are not just informed, but fully empowered with deep understanding of our product features, benefits, and diverse use cases. 
• Platform Tool Mastery & Evolution: Maintain and optimize the tools and processes essential for keeping our platform knowledge current, highly functional, and perfectly aligned with product evolution. 
• Content & Narrative Leadership: Oversee the creation of all product-related content, from in-depth admin guides and FAQs to concise product cut sheets and essential release notes. You'll be the ultimate arbiter of accuracy, consistency, and strategic messaging across all channels. 
• Cross-Functional Communication & Alignment: Architect and facilitate highly effective internal communication strategies that keep all departments seamlessly aligned with product developments and critical updates. 
• Empowering Go-to-Market Teams: Partner directly with sales, marketing, and customer support to significantly enhance their product understanding and elevate their communication prowess, transforming them into product champions. 
• Driving Business Impact through Knowledge: Champion product enablement from product management, bridging engineering, sales, and marketing teams to align product knowledge strategies directly with overarching business goals. 
• Feedback-Driven Evolution: Establish robust mechanisms to proactively gather feedback from diverse stakeholders, meticulously incorporating these insights to continuously refine and elevate our product knowledge materials and strategies. 
• End-to-End Program Ownership: Independently own and flawlessly deliver all required documentation, training materials, and enablement components for an entire Program Increment (PI), from conception to completion. 
• Deep R&D Partnership: Cultivate and maintain strong, collaborative relationships with each assigned development team, proactively embedding yourself in their processes to anticipate and address enablement needs before they arise.

The Skills You'll Have:

• Product Expertise & Systems Analysis:
• Understand complex software products (like Sitetracker and Salesforce), analyze system functionalities, and translate technical intricacies into actionable insights.
• Be the "undisputed expert" on assigned product modules and understanding business implications, including how  it functions and how it's used to identify enablement opportunities and solve adoption challenges.


• Strategic Enablement & Adoption Ownership:
• Be a proactive leader who doesn't just create content but designs and executes comprehensive enablement strategies. 
• Own product proficiency, driving adoption outcomes, and delivering measurable improvements in usage. 
• Design solutions for knowledge transfer and actively overcoming adoption barriers.


• Analytical & Problem-Solving Acumen:
• Quickly understand complex features and user behavior, identify root causes of adoption barriers
• Have the ability to analyze current processes for gaps and proactively lead initiatives


• Exceptional Cross-Functional Collaboration & Communication:
• Build  strong, collaborative partnerships across R&D, Sales, Marketing, and Support.
• Lead effective communication with development teams to gather requirements and with business stakeholders to drive understanding and adoption


• Autonomous Execution & Data-Driven Decision Making:
• Be highly self-managed, taking full ownership of initiatives and driving them to successful outcomes. 
• Use metrics to understand content efficacy and adoption rates, constantly seeking improvements, indicating a data-driven approach to their work.

Within 90 Days, You'll:

• Achieve "Sitetracker Certified" status through our comprehensive certification program.
• Rapidly immerse yourself as a Sitetracker product expert, actively participating in training, exhaustively reviewing help content, and exploring every module within Sitetracker.
• Begin shadowing customer implementations to cultivate deep empathy and understanding of our customers' journeys, proactively identifying critical documentation and enablement gaps to optimize onboarding.
• Forge strong relationships across Engineering, Product, Marketing, Solution Delivery, and EDU teams, proactively identifying content gaps and workflow improvement opportunities.

Within 180 Days, You'll:

• Become the undisputed subject matter expert for all new features and enhancements delivered by your assigned tech stack.
• Lead the complete overhaul and strategic rewrite of our existing Knowledge Management documentation into a cutting-edge wiki-style format, integrating your suggested improvements, voice, and style.
• Become Salesforce Admin Certified
• Develop and rigorously apply a hierarchical document tagging system that dramatically streamlines the end-user experience for searching and consuming resources.
• Continuously deliver impactful new documentation and enablement materials that directly support the successful launch of new features and service packs.
• Efficiently manage and prioritize incoming requests from stakeholders for new documentation and updates, ensuring timely and effective delivery.

Within 365 Days, You'll:

• Proactively monitor and report on the adoption of technical documentation, leveraging data insights to drive continuous content improvements.
• Report on the measurable efficacy of your enablement efforts, consistently receiving high ratings and positive feedback on all engagements with internal stakeholders.
• Successfully deliver a high-impact, public-facing product enablement session, showcasing your expertise and leadership.
• Identify and articulate additional resources needed to strategically grow our documentation and enablement practice, scaling your successful efforts across the organization.