At Khoros, our passion is to help the world s best brands create customers for life. We build products we re proud of, and we re passionate about customer success. As part of the Vista Equity family, you ll receive best-in-class development opportunities and the ability to work with global brand customers like Samsung, HP, Sony, and Visa. Knowledge Manager Khoros seeking a dynamic and organized Knowledge Manager to join our team. In this role, you will focus on curating, organizing, and sharing knowledge across the organization, ensuring that valuable information is accessible to all employees and that the information is used to improve the overall Khoros customer experience. You will work collaboratively with cross-functional teams to improve processes, capture insights, and support a culture of knowledge sharing. Your efforts will enhance collaboration, streamline operations, and drive informed decision-making. The ideal candidate is deeply committed to problem solving on behalf of customers and employees, is tenacious and not afraid to push for results, and enjoys the challenges associated with creating new functions and processes. Responsibilities Curate Knowledge : Identify, collect, and organize both internal and external knowledge resources to ensure accessibility, relevance, and accuracy. Develop systems for categorizing and tagging information in an easily retrievable format. Collaborative Knowledge Sharing : Foster a culture of knowledge sharing across departments. Work closely with teams to understand their needs and ensure that knowledge is effectively shared, leveraged, and applied to improve performance. Knowledge Management Tools : Implement, maintain, and optimize knowledge management systems (e.g., Community, Confluence, etc.), ensuring they are user-friendly and aligned with organizational goals. Content Creation and Curation : Produce and curate training materials, documentation, guides, and best practices to support knowledge transfer within teams. Collaboration with Subject Matter Experts (SMEs) : Work alongside SMEs to capture their insights and ensure that the knowledge is documented and shared appropriately across the organization. Continuous Improvement : Regularly assess knowledge management practices and tools, seeking opportunities for improvement. Monitor trends in knowledge sharing and recommend best practices for optimizing workflows. Training and Support : Provide training and guidance to employees on how to utilize knowledge management systems effectively. Serve as a point of contact for knowledge-related queries and support. Encourage Cross-Functional Collaboration : Facilitate the exchange of knowledge between different teams and departments, promoting cross-functional collaboration and innovative problem-solving. Requirements 3+ years working at a SaaS technology company, preferably a mid-size organization that is rapidly evolving. 2+ years of writing experience in technical or content authoring in areas such as technical support troubleshooting and process documentation in English. 1+ years experience publishing knowledge content to blogs or online communities or knowledge bases. 1+ years experience with Confluence and Jira. Previous experience in a technical support organization assisting customers in a SaaS environment and contributing to knowledge generation processes. Creative self-starter; originates and drives continuous improvement Deeply curious and not afraid to take initiative. Excellent written and verbal communication skills, with an ability to explain complex concepts clearly. Strong organizational and project management skills, with the ability to manage multiple priorities. Collaborative mindset with experience working across diverse teams. Adept at building out internal process and measurement frameworks. Able to manage deadlines and work collaboratively in a fast-paced environment demonstrating flexibility and adaptability. Excellent presentation, written, and verbal skills Bachelor s degree (or equivalent work experience) in Information Management, Business Administration, Communications, or a related field. Preferred Skills 4+ years of experience in knowledge management, information management, or a similar role. Understanding of knowledge management principles, systems, and tools. Familiarity with using Community as a core element of knowledge management. Familiarity with Community SaaS platforms. About Khoros The Khoros platform connects every facet of customer engagement, including digital contact centers, messaging, chat, online brand communities, CX analytics, and social media management so brands can listen, respond, and act on customer conversations- creating deep relationships and fostering brand loyalty and advocacy. Khoros offers a great working environment and competitive compensation and benefits packages. Were looking for fast-thinking, innovative, passionate team players who enjoy brainstorming new ideas, working with the best and brightest in the social media software industry. Our Core Values Accountability - We embrace an ownership mentality Customer-Centricity - We are obsessed with achieving customer value Agility - We move with urgency and purpose

At Khoros, our passion is to help the world s best brands create customers for life. We build products we re proud of, and we re passionate about customer success. As part of the Vista Equity family, you ll receive best-in-class development opportunities and the ability to work with global brand customers like Samsung, HP, Sony, and Visa. Who are we looking for As a Technical Consultant within our Professional Services team, you are essential to our customers success. You are responsible for designing and implementing optimal Khoros solutions to meet customer needs. On a day-to-day basis, you will be responsible for: understanding customer goals and guiding them to appropriate technical solutions; designing, implementing, and overseeing the development of these solutions; contributing to pre-sales efforts (feasibility, scoping, analysis, estimation); working with colleagues, as needed, throughout the design and delivery lifecycle. This is a customer facing role. As such, you will be expected to have good communication skills and should enjoy working with customers. This position will be focused on supporting our US region, and will be required to accommodate US working hours (approximately 6:30 pm to 2:30 am IST). Responsibilities Working with customers to understand goals or requirements and guiding them to an appropriate technical solution; scoping, estimating, architecting, and implementing customizations and integrations on Khoros core products; articulating complex technical concepts in laymans terms. Overseeing the delivery of projects from a technical standpoint with the goal that the completed implementation adheres to the intended design and properly addresses the business requirements. Leading the technical track of a project and delegating project tasks to other engineers; collaborating with other engineers to solve technical problems and unblock project tasks; executing code reviews. Consulting with customers on Khoros customization and integration best practices via video conference, phone, email, and occasionally in person. Managing and accounting for your own time and activities. Contributing to operational and process improvements within the department. Due to the nature of our customer-centric team, participation in occasional off-hours deployments and/or occasional rotation in on-call outage assistance may be required. Requirements 5+ years of professional web development experience. 3+ years experience in a customer-facing technical consulting role or similar position. Strong command of the English language (written, spoken, colloquial). You should have a clear telephone voice and good diction. Confidence in your presentation skills - ability to capture attention and deliver key messages in a variety of contexts (small groups to larger audiences). Able to connect strategic objectives to technical solutions; diplomatically questioning assumptions and approaches while collaborating to identify the best path forward. Experience in at least one object-oriented programming language (e.g. Java, .NET, Python) Experience in a variety of backend technologies, such as NodeJS, ExpressJS, and GraphQL Experience with test-driven development and unit testing Solid understanding of system architectures, experience integrating with third party APIs, and a proven track record of quickly integrating new technologies and concepts into your skill set Experience with one or more of the following: SSO Integrations (SAML, Oauth 2, Open ID Connect) CRM Integrations (i.e. Salesforce, MS Dynamics, Zendesk, etc.) General software systems literacy to be applied in the context of customer consultation and technical delivery. Professional experience with: Feasibility analysis and scoping technical work using a variety of methodologies (formal and informal) Ability to apply critical thinking to customer and team objectives in order to understand requirements, goals, and issues and formulate possible solutions. Comfortable breaking down large problems and concepts into achievable segments; talent for troubleshooting Eager and able to learn independently while also recognizing when to seek help. Strong time management skills when serving multiple customers with competing priorities. Preferred Prior experience working with US-based customers, and ability to understand the cultural nuances of working with US-based customers. Experience with debugging and tools like Sumologic, Splunk, Datadog, or New Relic Familiarity with public key cryptography including TLS/SSL, SSH, and X.509 PKI Familiarity with UNIX command-line tools and scripting. Working knowledge of software revision control systems including Git and Subversion. About Khoros The Khoros platform connects every facet of customer engagement, including digital contact centers, messaging, chat, online brand communities, CX analytics, and social media management so brands can listen, respond, and act on customer conversations- creating deep relationships and fostering brand loyalty and advocacy. Khoros offers a great working environment and competitive compensation and benefits packages. Were looking for fast-thinking, innovative, passionate team players who enjoy brainstorming new ideas, working with the best and brightest in the social media software industry. Our Core Values Accountability - We embrace an ownership mentality Customer-Centricity - We are obsessed with achieving customer value Agility - We move with urgency and purpose