The Program Manager, Knowledge at Kaseya is responsible for developing and implementing a knowledge management strategy that aligns with the company’s goals. This role includes overseeing the content creation process for customer-facing documentation and videos, analyzing support volume trends, and collaborating with cross-functional teams to improve self-service resources.

To qualify for the Program Manager, Knowledge role at Kaseya, candidates should have experience in knowledge management or content strategy, preferably within a customer support environment. Strong analytical skills, excellent writing and communication abilities, and prior experience with KCS frameworks are desirable. KCS certification is a plus!

In the role of Program Manager, Knowledge, you will play a significant part in enhancing customer satisfaction by creating high-quality self-service documentation and resources. By effectively managing the content library and ensuring continuous improvement, you will help reduce support volume while empowering customers to find solutions independently.

Kaseya utilizes various tools for knowledge management, including analytics platforms like Zendesk and Five9 to assess support trends. The position involves managing the knowledge management platform to optimize content searchability and usability, ensuring that both customers and support agents have easy access to relevant information.

Kaseya is not just any company; it embraces a culture of boldness, grit, and accountability. Employees are encouraged to go above and beyond for both customer satisfaction and their personal career growth. You’ll be part of a team that values transformation and innovation, making Kaseya an exciting and fulfilling place to work.

When answering this question, highlight specific experiences you have had in knowledge management, especially in a customer support setting. Discuss any tools or methodologies you have applied and how they led to improved documentation and customer experience.

Discuss strategies such as conducting customer surveys to understand content needs, analyzing support requests to identify common issues, and collaborating with subject matter experts to create accurate content. Emphasize the importance of continuous improvement based on customer feedback.

A good approach to this question could be to talk about using data from support interactions, identifying high-impact topics based on customer pain points, and collaborating with team members to ensure that urgent content needs are addressed while balancing longer-term projects.

Demonstrating your understanding of the KCS framework is essential. Discuss how it focuses on creating knowledge as a byproduct of support interactions and how this method improves not only the quality of documentation but also reduces support volume by empowering customers to find solutions.

Emphasize the importance of data analytics in shaping content strategies. You can elaborate on how analyzing data from customer support can reveal trends, common inquiries, and potential areas for improvement, which will inform your content decisions.

Discuss methods such as setting clear content standards including a review process, regular check-ins with SMEs, and utilizing a collaborative platform where feedback can be provided easily to enhance content accuracy and relevance.

Share your experience in producing instructional videos or visual content. Explain how you ensure that multimedia content aligns with written documentation to provide a comprehensive understanding for users.

You can answer this by describing metrics like self-service deflection rates, customer satisfaction scores, and knowledge base usage statistics. Emphasize the importance of gathering and analyzing feedback to continually refine the program for maximum impact.

Use this opportunity to highlight a specific project where you implemented a knowledge management solution. Discuss the challenges, your approach, and the results achieved, focusing on how it positively impacted customer service or team efficiency.

Talk about your experience in identifying gaps in current systems, gathering data to support your requests, and presenting your findings to stakeholders. Emphasize your collaborative approach in case enhancements that will benefit the entire team and improve customer outcomes.