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Knowledge Management, Customer Success Knowledge Editor

About Bill.com

Bill.com is a leading provider of cloud-based software that simplifies, digitizes, and automates complex, back-office financial operations for small and midsize businesses. Customers use the Bill.com platform to manage end-to-end financial workflows and to process payments. The Bill.com AI-enabled, financial software platform creates connections between businesses and their suppliers and clients. It helps manage cash inflows and outflow. The company partners with several of the largest U.S. financial institutions, the majority of the top 100 U.S. accounting firms, and popular accounting software providers. Bill.com has offices in San Jose, California and Houston, Texas.

Mission:
We’re looking for a talented, enthusiastic, and dedicated individual to join Bill.com’s Knowledge Management team. The Customer Success (CS) Knowledge Editor digests highly technical information and creates and edits content that’s compelling, useful for multiple audiences. They help close knowledge gaps and improve content discoverability for customers, partners, and support staff. The CS Knowledge Editor creates and maintains alignment across business functions with fast release cycles and aggressive development timelines. They act as the dedicated publisher of CS content who is on point to integrate the Bill.com content style guide and represent the Knowledge Management team as part of global Content Committee efforts.
Open to San Jose, CA and Houston, TX

Professional experience/background to be successful in this role:

  • 3+ years of content editing experience, preferably in a customer success or support capacity
  • Associates or Bachelors degree or equivalent in English, Communications, Marketing, or Public Relations
  • Experience contributing to and enforcing writing guidelines, including brand, voice, tone, and compliance requirements
  • Experience addressing various use cases with empathetic self-service and support content appropriate to level of expertise
  • Experience administering Knowledge Management systems to support content distribution across multiple brands, user segments, and support teams
  • Experience working cross-functionally with modern tools to deliver new content in support of product releases, marketing programs, and partnerships
  • Experience working collaboratively with internal teams to obtain an in-depth understanding of product and service requirements
  • Experience building processes and simplifying workflows to increase efficiency
  • Ability to quickly grasp technical concepts and make them easily understandable in text and other applicable media
  • Ability to develop effective content strategies centered around the customer experience
  • Ability to assist with the buildout of dashboards and reports to measure content performance and engagement KPIs

Competencies (Attributes needed to be successful in this role):

  • Communication - Outstanding communication skills, including written, verbal, and active listening. Can clearly and articulately convey information to others in casual or informal situations. Recognize the essential value of continuous information exchange and the competitive advantage it brings. Use the written language to convey both substance and intent with accuracy.
  • Stakeholder Management - Actively manages expectations with key stakeholders and users for knowledge sharing and content development initiatives and their role in the process.
  • Relationship Building - Enjoys interacting with people and excels at it. Devotes appropriate time and energy to establishing and maintaining networks and building credibility. Initiates contacts readily and maintains them over time. Utilizes relationships to develop content and encourage knowledge sharing.
  • Planning/Project Management - Has strong organizational and planning skills that allow for high and efficient productivity. Manages time wisely and effectively prioritizes multiple competing tasks.
  • Knowledge Management Concepts - In-depth understanding of Knowledge Management theories, frameworks, and trends inform decision-making, including Knowledge-Centered Service (KCS) methodologies.
  • Knowledge Management Technology - Manages a wide range of technologies to deliver knowledge-centered solutions that drive business and support team member goals.
  • Results Orientation - Demonstrates a sense of urgency. Shows a desire to make things happen. Conveys a continual intention to achieve results quickly.

Requirements:

  • Ability to travel to company locations on a minimal basis

Expected outcomes in 3 months:

  • Manage workflow for requesting, creating, editing, publishing, repurposing, and retiring content
  • Administer Knowledge Management systems; apply Bill.com style guide
  • Create new and improve existing content for Bill.com customers, partners, and support staff
  • Act as final approver/publisher for Knowledge Management team
  • Represent Knowledge Management team on Content Committee

Expected outcomes in 6 months:

  • Establish and begin applying proactive review and maintenance workflows for Customer Success content
  • Develop plan to implement Knowledge Centered Service (KCS) methodologies; crowdsource knowledge from support staff and facilitate the development of self-service content for customers
  • Collaborate on and execute content strategies; map content to facilitate the customer journey and personas
  • Contribute to dashboards and reports to measure content performance and engagement across key metrics; sharing results and learnings with stakeholders on a regular basis
  • Deliver new content in support of product releases, marketing programs, and partnerships, as needed

Bill.com is committed to a policy of equal employment opportunity. We recruit, employ, train, compensate, and promote without regard to race, color, age, sex, ancestry, marital status, religion, national origin, disability, sexual orientation, veteran status, present or past history of mental disability, genetic information or any other classification protected by state or federal law.

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Bill.com Culture: *

  • Humble – No ego
  • Fun – Celebrate the moments
  • Authentic – We are who we are
  • Passionate – Love what you do
  • Dedicated – To each other and the customer

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Our _Applicant Privacy Notice_ describes how _Bill.com_ treats the personal information it receives from applicants._

Job Type: Full-time

Company
Bill.com
Posted
11/06/2021
Salary Range
$41,000.00 - 76,000.00
per Year
Salary range estimated by
Location
Houston, TX 77246, US