Senior Manager, Knowledge and Engagement

About Measurabl

Overview:

• The Sr. Manager of Knowledge and Engagement, you will be responsible for developing and delivering training programs, managing internal and external knowledge-sharing initiatives, and enhancing customer and industry engagement. This role is crucial in ensuring our customers, users and internal teams receive high-quality, relevant training and have access to comprehensive resources that improve their use of our solutions.

  You will manage both customer-facing and internal training programs, create and maintain the knowledge base, and support the Go-to-Market (GTM) strategy by organizing workshops and external events. This role requires excellent communication, organizational, and content development skills, as well as the ability to collaborate across departments to ensure the successful dissemination of knowledge and skills.

Essential Functions & Responsibilities:

• Industry & Customer Training: Lead the development and delivery of training programs for external customers, property managers, NNN tenants, and industry users. Conduct new and existing customer training webinars, support client-specific training needs, and deliver paid services for in-depth, custom training sessions (e.g., custom dashboards).

• Internal Stakeholder Training: Organize and host all internal product, process, and skills-related training for internal teams. Ensure training materials are up-to-date and aligned with the latest product updates and process improvements.

• Master Classes & External Webinars: Organize content, secure panelists, and host monthly external master classes focused on Measurabl’s solutions. Additionally, plan and deliver quarterly product update webinars and other external training series as needed.

Knowledge Management & Process Development

• Knowledge Base Maintenance: Manage the development, maintenance, and expansion of the company’s knowledge base, including customer-facing content (such as ZenDesk/Help Desk articles) and internal documentation (e.g., Confluence, Google Drive). Ensure that the knowledge base is comprehensive, easy to navigate, and regularly updated.

• Feedback Incorporation: Gather feedback from training sessions and use it to inform the ZenDesk/Help Desk content strategy and internal process improvements.

• Process Development: Develop, write, and publish internal processes, ensuring all teams have clear, well-documented guidelines to follow. Maintain the Confluence knowledge base for the entire team, ensuring consistent and easily accessible resources.

Customer Engagement & Journey Support

• Customer Journey Workshops: Support the Director of GTM Strategy with the planning and execution of customer journey workshops to enhance customer success and engagement.

• Onboarding & Engagement: Facilitate the onboarding of new customers and new hires, providing the necessary training and materials to ensure a smooth transition into using Measurabl’s solutions.

• Custom Training Services: Develop and offer paid services for specific, in-depth training needs tailored to individual customer requirements, ensuring they can maximize the value of the platform.

Directly manage the Manager, Managed Services Operations who will support process documentation and improvement, as well as tech stack and technical administration for the team.

Education & Experience: