Develops and implements knowledge management strategies, processes, systems, and tools. Captures and organizes organizational knowledge, analyzes metrics, identifies process efficiencies, and supports automation. Collaborates with business leaders, subject matter experts, and IT teams to improve knowledge sharing and retention. Creates technical documentation, delivers training and workshops, manages initiatives, researches emerging technologies, and promotes adoption of knowledge management practices across managed services teams.

Owns AI opportunity intake, qualification, routing, and assignment operations. Manages CRM configuration, dashboards, KPI reporting, SLA tracking, data hygiene, audits, and lead-flow process improvements. Partners with business consultants, technical teams, revenue operations, and practice leaders to develop agentic workflow automation with human oversight. Routes qualified opportunities, resolves stalled or escalated leads, documents requirements, and uses performance data to improve routing accuracy, speed, and pipeline visibility.

Owns AI opportunity intake, qualification, routing, assignment, CRM workflows, pipeline reporting, and process improvement. The role manages lead-flow controls, SLAs, dashboards, KPI tracking, human-in-the-loop routing, agentic automation requirements, and cross-functional coordination across sales and AI practice teams.