Knowledge and Community Manager

March 14

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ABBYY

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ABBYY is a leading provider of intelligent automation solutions, leveraging AI-powered document processing technologies to transform and optimize business processes. The company offers solutions such as ABBYY Vantage, a low-code platform for document processing, and ABBYY Timeline, which provides process mining and simulation to gain actionable insights into business processes. ABBYY serves a wide range of industries including financial services, insurance, and public sector by automating tasks such as accounts payable automation and customer onboarding. Known for its high accuracy and efficiency, ABBYY's technologies enable organizations to enhance productivity, improve process intelligence, and achieve cost savings.

Artificial intelligence software • Document AI • Process Mining • Task Mining • digital transformation

501 - 1000 employees

Founded 1989

🤖 Artificial Intelligence

🏢 Enterprise

☁️ SaaS

💰 Venture Round on 2021-05

📋 Description

• The Knowledge & Community Manager will drive the development, implementation, and management of knowledge-sharing programs to support internal teams, partners, and customers, as well as the broader community of technologists leveraging ABBYY products. • This role will also research and develop AI strategies for effective case deflection of support cases. • The ideal candidate will blend strategic thinking with hands-on expertise in knowledge management and cross-functional collaboration. • Design and execute a comprehensive knowledge strategy that supports employee development, customer success, and partner enablement. • Identify gaps and opportunities in current knowledge-sharing practices and develop initiatives to enhance resource accessibility, content relevance, and training quality. • Incorporate AI methodologies to increase case deflection while offering the best self-service experience for our customers. • Oversee the creation and maintenance of an extensive knowledge base, ensuring resources are accurate, up-to-date, and easily accessible. • Collaborate with Product, Engineering, Customer Excellence, and Marketing teams to ensure content reflects the latest product features, updates, and industry standards. • Implement AI-driven and self-service solutions for content delivery, including chatbots, video tutorials, and interactive documentation. • Develop and lead community-focused programs tailored to customers seeking support of our products. • Regularly assess the effectiveness of community programs and make data-driven adjustments to improve engagement and outcomes in alignment with partner-focused organizations. • Define and track key metrics for knowledge utilization program success. • Use data and feedback to refine processes, improve knowledge accessibility, and enhance content based on user engagement and outcomes. • Stay up to date with industry trends, tools, and best practices to continuously enhance the knowledgebase strategy.

🎯 Requirements

• Knowledge Management & AI Experience: Proven experience in knowledge management or technical enablement roles with deep understanding of AI trends and considerations. • Technical Aptitude: Strong understanding of the company’s products and technical offerings, with the ability to communicate technical concepts to both technical and non-technical stakeholders. • Customer-Centric Mindset: Exceptional customer service skills, with a focus on proactively deflecting issues through effective AI-based strategies and content. • Communication and Relationship-Building: Strong interpersonal and communication skills, with the ability to build trust with stakeholders and knowledge partners across the company. • Data-Driven: Experience with Support delivery metrics and KPIs, knowledge dissemination tools, and reporting platforms to monitor effectiveness of knowledge programs.

🏖️ Benefits

• We provide remote and hybrid working options to fit all lifestyles. • We use flexible hours across most of our teams to allow you to find your own definition of balance. • Encouraging a culture of giving, we provide two paid volunteering days off every year so you can take time to contribute to the causes you care about. • To ensure your family is cared for, we offer paid parental leave in all our locations.