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Global Knowledge Centered Support Manager

  • Location:

    Berkshire, England

  • Sector:


  • Job type:


  • Salary:

    £70000 - £80000 per annum + 10% bonus + benefits

  • Contact:


  • Contact email:

  • Job ref:


  • Published:

    over 1 year ago

  • Expiry date:


  • Startdate:


Job Description

Our client is a highly successful and innovative Global Software Company based in Bracknell.
We are looking for a global KCS Manager who will own & lead the continuous journey of KCS principles within the Company. Growing the progress to date, in the context of providing an enhanced experience for Company customers, generating easily accessible self-service and best practice knowledge to maintain and grow value return on Company products and solutions purchased.
Generating a KCS culture for faster resolutions to known issues while creating bandwidth for the Company Software Customer Support Teams to focus on more complex and higher profile requests.
KCS is an industry best practice and methodology that maximizes success through fundamentally shifting culture within an organization. As the Global KCS Manager you will understand that capturing and sharing knowledge is viewed as being of the highest value and an integral part of the issue resolution and prevention workflow.
" Responsible for the development, implementation and continued improvement of a KCS strategy across Company Software Support Services and wider organization.
" Implement KCS strategy by creating plans and executing on deliverables in collaboration with the Software Customer Success Leadership Team
" Function as the Project Manager for a KCS Adoption Team; establish and drive regular meetings with the adoption team and advise and educate around online support optimization.
" Collaborate with customer support managers across global regions to define and deliver a comprehensive training program that incorporates key roles in the KCS strategy.
" Create a culture of knowledge sharing by communicating the vision and shifting support teams to the role of proactive knowledge workers.
" Audit existing content. Create a migration plan and execute on the plan with the adoption team.
" Regularly report on performance metrics and insights as it pertains to the program to assist leadership to drive continuous improvement.
" Establish clear accountability in all managers to make KCS a core competency, integral to business processes and success.
" Design, implement and create a consistent experience that continuously improves the customer experience.
" Deploy and ensure ongoing success of the KCS program for managing content, including content development, maintenance strategies and key performance indicators to manage program efficiency.
" Provide knowledge workers with continuous visibility to the impact of their contributions.
" Excellent interpersonal, communications and people management skills.
" Excellent time management, decision making, prioritization and organization skills.
skills / Experience
" Previous knowledge and experience in contributing and driving KCS implementation/adoption
" Proven experience in a customer-facing role for external customers
" Formal training and / or previous experience with KCS principles
" Knowledge of or any previous SAM software experience (not essential)

The successful candidate must be willing and able to work in a busy, dynamic environment. They must be able to work as part of both local and global teams to deliver customer excellence and success. The ideal candidate must be attention focused and hold a high degree of accountability to help build and protect the strong Company brand image.
This is a chance for you to accelerate your career and succeed in an environment where you will have the possibility to make a daily impact. Every day you will get to work alongside helpful and down-to-earth colleagues who are dedicated and ambitious. We fully recognize that it is our employees that make our Company a success and the global leader in the in their field. If you are the right person for the role we will offer you exciting and developing assignments and you will get to be part of a fantastic journey within a dynamic high-growth business.


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