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salesforce.com



Knowledge Management Analyst

San Francisco Bay Area, US - Computer Software, Information Technology and Services, Internet

Salesforce, the Customer Success Platform and world's #1 CRM, empowers companies to connect with their customers in a whole new way. We are the fastest growing of the top 10 enterprise software companies, the World's Most Innovative Company according to Forbes, and one of Fortune's 100 Best Companies to Work For six years running. The growth, innovation, and Aloha spirit of Salesforce are driven by our incredible employees who thrive on delivering success for our customers while also finding time to give back through our 1/1/1 model, which leverages 1% of our time, equity, and product to improve communities around the world. Salesforce is a team sport, and we play to win. Join us!

Salesforce is already recognized for it's Knowledge Management (KM) in the industry. We are now looking for new game changing innovation to accelerate the KM evolution in this rapidly evolving social global community. As the Knowledge content curator, you will help find and collate from various repositories, which content that will be most beneficial for customers to help themselves.

Your Impact:

• Reviews content published to the web weekly for findability, consistency and customer consumption
  
  
  
  
  • Optimizes, edits, rewrites titles
    
  
  
  • Formats content - whitespace, bullets, numbers
    
  
  
  • Adds relevant images or videos to enhance consumability
    
  
  
  • Enhances text to aid understanding
    
  
  
  • Classifies using metadata and integrates links for additional info on a topic
    
  
  
  • Personalizes each curated item to be suitable to the appropriate audiences/ channel
    
  
  
  • Engages a network of trusted advisors for each skill group when technical validation is required
    
  
  
  • Reviews SEO and recommends synonyms to make sure content is easily
    
  
  
  • Review/update of existing content that is lowest rated by customer to ensure best customer experience
    
  
  
  • Assist with localization of articles in various languages
    
  
  
  • Engages with Skill Group Leads, Documentation focal points and other departments on the creation and curation of KB's, Doc files, Videos, etc to make sure the best content is available to customers to help themselves and for agents to help customers
    
  
  
  • Measure search engine effectiveness and make tuning recommendations to IT Teams to ensure relevant articles appear in top 5 results
    
  
  
  • Partner with various skill groups to keep content for Top case volume drivers updated
    
  
  
  • Perform weekly action in partnership with Skill Group leads on low relevance and content gaps
    
  
  
  • Posts new content to be amplified through Social Media Channels, Community boards and online Portal
    
    Minimum Requirements:
    
    
    
    
    • Minimum 3-5 years experience as an editor or senior contributor to customer-facing web content properties
      
    
    
    • Exceptional written communication skills in English - other languages a plus
      
    
    
    • Must have the ability to articulate complex scenarios in an easy, understandable way
      
    
    
    • Extensive experience in SEO (search engine optimization) to make sure the best content is displayed in the top 5 results
      
    
    
    • Experience with Knowledge Centered Support practices recommended
      
      Preferred Requirements:
      
      
      
      
      • Experience with Tableau or Coveo
        
      
      
      • 2-5 years experience with CRM Systems, Salesforce Service Cloud/Knowledge a plus
        
      
      
      • 2-5 years of prior experience in Technical Customer Support recommended
        
      
      
      • Demonstrated success working in a fast-paced environment with tight deadlines
        
      
      
      • Strong ability to work on multiple projects with competing priorities
        
      
      
      • Detailed-oriented with demonstrated analysis and follow-through skills
        
      
      
      • Comfortable interacting with all levels of management
        
      
      
      • Ability to multi-task and perform effectively under pressure
        
      
      
      • Strong interpersonal skills to collaborate as a team, and as an individual contributor
      
      
      
      
    
    
    
    
  
  
  
  

No salary provided



Posted January 27, 2015 at 03:48AM from LinkedIn http://ift.tt/1y2nbIA

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