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Knowledge & Community Manager

ABBYY is seeking a Knowledge & Community Manager to lead knowledge-sharing programs, focusing on customer success and internal team support with AI-driven strategies.

Skills

  • Knowledge Management
  • AI Experience
  • Customer Service Skills
  • Strong Communication
  • Data-Driven Decision Making

Responsibilities

  • Design and execute a knowledge strategy.
  • Oversee knowledge base maintenance.
  • Collaborate with cross-functional teams.
  • Develop community-focused programs.
  • Define and track knowledge program metrics.

Education

  • Bachelor's degree in a relevant field

Benefits

  • Remote and hybrid working options.
  • Flexible hours.
  • Paid volunteering days off.
  • Paid parental leave.
To read the complete job description, please click on the ‘Apply’ button
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CEO of ABBYY
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Ulf Persson
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Average salary estimate

$95000 / YEARLY (est.)
min
max
$80000K
$110000K

If an employer mentions a salary or salary range on their job, we display it as an "Employer Estimate". If a job has no salary data, Rise displays an estimate if available.

What You Should Know About Knowledge & Community Manager, ABBYY

Join ABBYY as a Knowledge & Community Manager and immerse yourself in a dynamic and supportive environment where your unique work style is celebrated. We embrace flexible work options, allowing you to focus on what matters most—your growth and our collective success. At ABBYY, we believe in transparency, respect, and simplicity in our operations, encouraging you to trust that we always act with integrity. As part of our Customer Excellence team, you will engage with a diverse portfolio of over 10,000 customers, including recognized Fortune 500 companies. In this role, you will spearhead the development, implementation, and management of knowledge-sharing programs tailored for our internal teams, partners, and the wider community utilizing ABBYY products. Your primary responsibility will be crafting an effective knowledgebase strategy that equips Support teams with vital tools, training, and resources, ensuring our customers have the information they need to succeed. You'll also explore innovative AI strategies for efficient case deflection, maximizing the self-service experience for all users. If you have the perfect blend of strategic thinking and hands-on expertise in knowledge management and collaboration, we would love for you to join us at ABBYY and drive transformation in the tech landscape.

Frequently Asked Questions (FAQs) for Knowledge & Community Manager Role at ABBYY
What are the responsibilities of a Knowledge & Community Manager at ABBYY?

The Knowledge & Community Manager at ABBYY is responsible for designing and executing a comprehensive knowledge strategy that supports employee development, customer success, and partner enablement. This includes overseeing the creation and maintenance of a knowledge base, implementing AI-driven solutions, and developing community-focused programs that enhance engagement and resource accessibility.

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What qualifications are necessary for the Knowledge & Community Manager position at ABBYY?

Candidates for the Knowledge & Community Manager role at ABBYY should have proven experience in knowledge management or technical enablement, a strong understanding of AI trends, excellent communication skills, and a customer-centric mindset. Additionally, experience with tracking support delivery metrics and knowledge dissemination tools is highly beneficial.

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How does ABBYY support the continuous improvement of knowledge-sharing practices as a Knowledge & Community Manager?

ABBYY emphasizes the importance of metrics and optimization. The Knowledge & Community Manager will define key metrics for success and utilize data and feedback to refine processes. This continuous improvement ensures that knowledge accessibility is enhanced, and the content provided reflects user engagement effectively.

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What kind of community programs can a Knowledge & Community Manager develop at ABBYY?

At ABBYY, the Knowledge & Community Manager will have the opportunity to develop community-focused programs that cater to customers seeking support for ABBYY products. These programs will be regularly assessed for effectiveness and adjusted based on data-driven insights to improve user engagement and overall outcomes.

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What makes ABOYY's Knowledge & Community Manager role unique?

The Knowledge & Community Manager at ABBYY is unique due to the company's commitment to customer-centric thinking and innovative technology solutions. The role combines strategic oversight with hands-on content management while leveraging cutting-edge AI techniques to enhance customer experience through effective knowledge-sharing practices.

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Common Interview Questions for Knowledge & Community Manager
How would you define an effective knowledge management strategy?

An effective knowledge management strategy is one that aligns with both organizational goals and user needs, facilitating easy access to information. It should involve the identification of gaps in existing resources, the utilization of advanced technology like AI for efficiency, and the regular updating of content to ensure accuracy and relevance.

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Can you describe a successful knowledge-sharing program you've implemented in the past?

In a previous role, I implemented a knowledge-sharing program that involved a centralized knowledge base integrated with an AI chatbot for enhanced self-service support. This initiative led to a significant reduction in support ticket volumes as users found answers proactively, evidenced by a 30% decrease in inquiries within the first quarter.

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What strategies would you use to promote knowledge utilization across teams?

Promoting knowledge utilization can be effectively achieved through training sessions, engaging presentations, and updates on the latest knowledgebase content. Additionally, creating incentives for team members to contribute can boost collaboration and resource sharing.

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How do you stay updated on industry trends in knowledge management?

I stay updated on industry trends by engaging with professional communities, attending webinars and conferences, and analyzing reports from industry analysts. This allows me to adapt best practices in knowledge management and effective AI use.

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What methods have you found effective for gathering feedback on knowledge resources?

Utilizing surveys, direct interviews, and analyzing usage metrics from the knowledge base itself are effective methods to gather meaningful feedback. This data helps in understanding user needs and in assessing the quality of available resources.

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Describe your experience with AI in knowledge management.

My experience with AI in knowledge management includes deploying chatbots for customer self-service and utilizing AI analytics tools to identify knowledge gaps. These initiatives have significantly improved user experience and the efficiency of support operations.

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How would you approach the challenge of keeping knowledge resources current?

Keeping knowledge resources current involves a systematic review process where I set regular updates based on product changes, industry developments, and user feedback. Collaborating with cross-functional teams ensures that the content remains relevant and actionable.

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What role does communication play in successful knowledge management?

Communication is key in knowledge management as it fosters collaboration across departments. Clear, open channels encourage team members to share insights, ask questions, and contribute to the knowledge base, which enriches the organization's overall resource pool.

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Can you provide an example of a time you improved customer experience through knowledge management?

In a previous position, I analyzed support requests and discovered that many queries were repetitive. By creating targeted knowledge articles and FAQs tailored to these common issues, we improved the customer experience significantly, evidenced by higher satisfaction scores and fewer support tickets.

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What do you think is the biggest challenge facing knowledge management today?

One of the biggest challenges in knowledge management today is the rapid pace of technological change, which constantly alters best practices. Organizations must stay agile and continually adapt their strategies to ensure that they meet evolving user needs in a dynamic environment.

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ABBYY powers intelligent automation. We reimagine the way people work and how companies accelerate business by delivering the intelligence that fuels automation platforms. Our solutions transform enterprise data and empower you with the insights y...

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FUNDING
SENIORITY LEVEL REQUIREMENT
TEAM SIZE
SALARY RANGE
$80,000/yr - $110,000/yr
EMPLOYMENT TYPE
Full-time, remote
DATE POSTED
March 15, 2025

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