Customer Experience Knowledge Manager
Integral Ad Science (IAS) is a global technology and data company that builds verification, optimization, and analytics solutions for the advertising industry and we’re looking for a Customer Experience Knowledge Manager to join our Customer Excellence team. If you are excited by technology that has the power to handle hundreds of thousands of transactions per second; collect tens of billions of events each day; and evaluate thousands of data-points in real-time all while responding in just a few milliseconds, then IAS is the place for you!
As a Customer Experience Knowledge Manager, you will work closely with cross-functional teams to create, revise, maintain and organize documentation and resources utilized by both internal and external customers. This includes Knowledge articles, Standard Operating Procedures and any other resources required to ensure customers receive premium service. You will create and coordinate scalable processes for ensuring knowledge resources are up-to-date and accessible globally, noting regional nuances and language translations.
What you’ll get to do:
- Create and publish new Knowledge articles for new products, processes and supplementary resources
- Review Knowledge article revisions for accuracy, format and style requirements; approve or reject as needed
- Create and maintain Standard Operating Procedures (SOPs)
- Establish a regular process of review and maintenance for ensuring existing materials are accurate
- Liaise and meet consistently with cross-functional teams such as Product, Product Marketing, Learning & Development and Customer Excellence to ensure resources for new products and processes are created and/or updated prior to product releases
- Connect regularly with Subject Matter Experts (SMEs) across functions to ensure existing resources are kept up-to-date
- Source feedback from Sales and Customer Success teams to stay informed on client training requests and corresponding resource needs
- Coordinate with global IAS employees to assist in language translation services for knowledge resources
You should apply if you have most of this experience:
- 2+ years of Salesforce experience, in particular with Salesforce Knowledge Base
- 2+ years of experience in a client-facing or client support role, ideally in a customer success, solutions enablement, ad ops, or technical services capacity
- Familiarity with Salesforce Communities
- Strong written and verbal communication skills
- Strong project management skills
- Ability to condense complex language and ideas into easily understood concepts
- Proactive, forward-thinking and able to anticipate resource needs
About Integral Ad Science
Integral Ad Science (IAS) is a global leader in digital ad verification, ensuring that ads are viewable by real people in safe and suitable environments. IAS’s mission is to be the global benchmark for trust and transparency in digital media quality for the world’s leading brands, publishers and platforms. We do this through data-driven technologies with actionable real-time signals and insight. Founded in 2009 and headquartered in New York, IAS works with thousands of top advertisers and premium publishers worldwide. IAS is part of the Vista Equity Partners portfolio of companies. For more information, visit integralads.com.
Equal Opportunity Employer:
IAS is an equal opportunity employer, committed to our diversity and inclusiveness. We will consider all qualified applicants without regard to race, color, nationality, gender, gender identity or expression, sexual orientation, religion, disability or age. We strongly encourage women, people of color, members of the LGBTQIA community, people with disabilities and veterans to apply.
California Applicant Pre-Collection Notice:
We collect personal information (PI) from you in connection with your application for employment or engagement with IAS, including the following categories of PI: identifiers, personal records, commercial information, professional or employment or engagement information, non-public education records, and inferences drawn from your PI. We collect your PI for our purposes, including performing services and operations related to your potential employment or engagement. For additional details or if you have questions, contact us at [email protected].
To learn more about us, please visit http://integralads.com/ and https://muse.cm/2t8eGlN
Attention agency/3rd party recruiters: IAS does not accept any unsolicited resumes or candidate profiles. If you are interested in becoming an IAS recruiting partner, please send an email introducing your company to [email protected]. We will get back to you if there's interest in a partnership.