Program Manager, Technical Content

At PitchBook, we are always looking forward. We continue to innovate, evolve, and invest in ourselves to bring out the best in everyone. We’re deeply collaborative and thrive on the excitement, energy, and fun that reverberates throughout the company. 

Our extensive learning programs and mentorship opportunities help us create a culture of curiosity that pushes us to always find new solutions and better ways of doing things. The combination of a rapidly evolving industry and our high ambitions means there’s going to be some ambiguity along the way, but we excel when we challenge ourselves. We’re willing to take risks, fail fast, and do it all over again in the pursuit of excellence.

If you have a good attitude and are willing to roll up your sleeves to get things done, PitchBook is the place for you. 

 

About the Role:

As a member of our Account Management & Customer Success team, you will thrive on your ability to embrace and drive change and your commitment to ensuring you and PitchBook are always growing and improving. While continually learning and exploring new ideas and concepts, you will be inspired to ask questions and challenge the status quo while remaining focused on our customers’ success. We value teamwork and collaboration and encourage our people to build strong, trusting relationships with their teammates, customers, and partners. A contagious positivity, insatiable curiosity, and people-first attitude are the winning traits of our most successful Account Management & Customer Success team members. If this sounds like you, join us!

The Program Manager, Technical Content will be responsible for the development and overall content strategy of our Help Center and online community. The Program Manager, Technical Content will assess current knowledge management practice and build upon that with the goal of establishing, refining, and continuously improving PitchBook’s Help Center and collaborating with the Global Director, Customer Support to develop business strategy.

 

Primary Job Responsibilities:

• Manage and expand PitchBook’s Salesforce Community to provide valuable help content for PitchBook clients
• Define the Help Center strategy for PitchBook and maintain high quality, up-to-date, and searchable content for audiences of varying skill levels
• Work effectively across the organization with stakeholders, change management teams, service teams, trainers, curriculum developers, and subject matter experts to develop and support new and existing products, features, and services
• Leverage analytics to evaluate business impact, track the usage, and define efficiency of the Help Center content
• Collaborate with the design team on user interface design and branding
• Support the vision and values of the company through role modeling and encouraging desired behaviors
• Participate in various company initiatives and projects as requested

 

Skills and Qualifications:

• Bachelor’s degree
• 7+ years of relevant experience in knowledge management with demonstrated track record of increased responsibility
• Strong understanding of Salesforce Communities capabilities and design options
• Experience with leading a knowledge base or article creation process and workflow development
• Excellent written and verbal communication and interpersonal skills
• Able to prioritize to meet deadlines and adapt to changing conditions
• Process-oriented with a dedication to continuous system improvement
• Experience in managing cross-team projects to completion

 

Benefits + Compensation at PitchBook:

Physical Health            

• Comprehensive health benefits
• Additional medical wellness incentives 
• STD, LTD, AD&D, and life insurance

 

Emotional Health 

• Paid sabbatical program after four years
• Paid family and paternity leave 
• Annual educational stipend
• Ability to apply for tuition reimbursement
• CFA exam stipend 
• Robust training programs on industry and soft skills 
• Employee assistance program
• Generous allotment of vacation days, sick days, and volunteer days 

 

Social Healt