KCS Program Manager

At Upland Software, you’ll find smart, creative teams who love working together to deliver value for our customers, and a global culture of growth and possibility. Our operating model has always supported remote work—and as we keep growing and evolving our workplace, that won’t change. We’re passionate. We’re proactive. We take pride in our work, and we love a good challenge. Sound like you?

Opportunity Summary:

Are you passionate about knowledge management and customer success? Are you looking for an exciting opportunity to join a company that values diversity, collaboration, and innovation? If so, Upland Software has the perfect job for you!

We are seeking a KCS Program Manager to be the face of the existing KCS implementation within our Customer Support function. This individual will be responsible for maintaining our KCS program and driving continuous improvement efforts that align with our KCS Methodology and Knowledge Management strategy. In this role, you will work closely with customer support teams to train and coach them on KCS principles and best practices, while continuously improving KCS processes and workflows to drive efficiencies and improve customer experience. You will also serve as the KCS subject matter expert, fostering a positive culture of knowledge sharing and continuous improvement within our Customer Support team.

Primary Responsibilities:

• Own the processes and policies related to the KCS program within Customer Support
• Act as Lead Coach for other KCS Coaches within the Customer Support organization
• Maintain KCS Coach and Coachee assignments
• Deliver reports and scorecards to Executive Leadership
• Perform PAR and CSC evaluations for Coachees in the event of coach turnover
• Maintain a close working relationship with the Product Documentation Manager to ensure the right documentation goes into the right tool and follows the correct processes.
• Uphold the KCS Strategy in collaboration with Executive Leadership
• Facilitate the regularly scheduled KCS Council Meetings
• Facilitate the regularly scheduled Coach Meetings
• Craft internal communications regarding KCS
• Curate training and knowledge documentation material related to KCS
• Provide direction and leadership to the Community Administrator(s)

Requirements:

• Bachelor's degree in a relevant field
• Previous KCS Program Manager Experience
• Minimum of 5 years of experience in customer support or service operations, with at least 2 years of experience in KCS
• KCS v6 Practices Certification
• Excellent project management skills with a proven ability to lead
• Strong analytical skills and experience with data-driven decision making
• Exceptional communication skills, both written and verbal, with the ability to effectively present information to a variety of audiences

Desired Skills:

• Experience with KCS tools, such as RightAnswers, Salesforce Knowledge or ServiceNow Knowledge Management
• KCS v6 Internal Trainer Certification

Upland Software (Nasdaq: UPLD) is a leader in cloud-based tools for digital transformation. To learn more, visit www.uplandsoftware.com.

Upland Software is an Equal Employment Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identify, national origin, disability, veteran status or other legally protected status.