Senior Knowledge Management Specialist

1 month ago
Full-time
Senior
Technical Writing and Documentation
Samsara

Samsara

Samsara pioneers the Connected Operations Cloud, offering AI safety programs, real-time visibility, and integrations for industries to enhance efficiency, safety, and sustainability globally.

IT Services
1K-5K
Founded 2015

Description

  • Establish a scalable Knowledge Management infrastructure for Sales Support by consolidating documentation, streamlining tooling, and formalizing governance.
  • Collaborate with Sales Ops, Support, Sales, GTM stakeholders, and SMEs to gather, translate, and validate operational information into agent- and AE-facing content.
  • Create, edit, and maintain clear, user-friendly knowledge base articles and learning materials to improve self-service and AI ingestion.
  • Manage the Sales Support KM roadmap and drive completion of roadmap projects and cross-functional initiatives.
  • Define, monitor, and report on KM KPIs to evaluate program effectiveness and guide improvements.
  • Identify and implement process and technology enhancements informed by KM KPIs and industry best practices.
  • Leverage generative AI and automation tools as part of technology-driven KM initiatives to accelerate content creation and ingestion.
  • Lead and manage multiple KM/content projects, prioritize work, and communicate progress to stakeholders at all levels.
  • Champion and embed Samsara’s cultural principles across KM efforts to support scaling globally.

Requirements

  • Bachelor's degree in a related field.
  • 4+ years of knowledge management and technical writing experience creating customer-facing documentation for software or SaaS products, including creating, capturing, structuring, and maintaining knowledge articles.
  • Experience managing complex content projects and cross-functional partnerships with measurable improvements to customer self-service.
  • Experience working with knowledge management and ticketing systems.
  • Strong interpersonal and communication skills to collaborate with stakeholders at all levels.
  • Ability to manage multiple priorities and adapt to change.
  • Familiarity with generative AI tools and automation platforms to accelerate content (preferred).
  • KCS certification (preferred).
  • Proficiency with tools such as Zendesk, JIRA, Confluence, Tableau, or similar (preferred).
  • Remote US-based candidates only; not open to residents of Alaska, Austin Metro, Boulder Metro, California, Chicago Metro, Connecticut, Dallas Metro, Denver Metro, Houston Metro, Maryland, Massachusetts, New Jersey, New York, Rhode Island, Seattle Metro, or Washington, D.C.

Benefits

  • Annual base salary range: $82,110 — $110,400 USD.
  • Competitive total compensation package for full-time employees.
  • Employee-led remote and flexible working model with support for hybrid or remote arrangements where applicable.
  • Health benefits for full-time employees.
  • Inclusive workplace with reasonable accommodations available during the recruiting process.
  • Access to broader Samsara benefits (details available on the company benefits site).

Interested in this position?

Apply directly on the company website

Apply Now

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