Joining Collibra’s Support team:

  • As Collibra Support’s lead Knowledge Manager, you will be responsible for defining, implementing and maintaining the end to end knowledge management process & tooling for Collibra’s growing customer base
  • You will work with stakeholders across the organization to develop and implement processes and tools to support the entire knowledge lifecycle including but not limited to knowledge creation, organization and collaboration 

Knowledge Managers at Collibra are responsible for:

  • Defining, implementing and maintaining the support knowledge strategy in alignment with overall Customer Success goals and objectives 
  • Cultivating partnerships with cross-functional stakeholders across Customer Success, Product and Engineering to focus on building a knowledge ecosystem
  • Acting as the subject matter expert for knowledge management across the Customer Success organization (industry trends, contacts and external stakeholder engagement)
  • Refinement and enhancement of existing knowledge processes and policies to drive industry standard best practices across the organization
  • Establishing key performance indicators and reporting for tracking key operational metrics and ROI for knowledge activities
  • Managing vendor relationships and RFPs related to knowledge management initiatives for support
  • Program management of Service Delivery initiatives to improve and mature related support processes and functions

You Have:

  • 3-5 years of experience in a knowledge management role, ideally in a SaaS environment
  • 3-5 years of experience implementing content management and system-guided support processes with accompanying tools in a project/program mindset
  • Extensive knowledge and experience of KCS techniques and best practices
  • Experience managing and working with  knowledge platforms and ticketing systems such as: Zendesk Support, Zendesk Guide, Solvvy, Guru and other common industry tools
  • Experience working at fast-paced, technology companies in the software development space

You Are:

  • Customer-centric
  • An analytical problem solver
  • An independent and well organized, project-oriented thinker
  • An expert collaborator
  • Accustomed to a fast paced environment

Reporting to Collibra’s Manager of Support Operations, measures of success are:

  • Within your first month, you will absorb fundamental knowledge about Collibra processes/tools and start building cross-functional relationships to understand the current customer experience
  • Within your third month, you will manage the operational knowledge management function and document improvement plans for knowledge processes/tools 
  • Within your sixth month, you will be managing the entire knowledge program including work-streams focused on addressing identified gaps in the knowledge process/tools

Benefits at Collibra:

We strive to provide all Collibrians competitive and cost-efficient benefits that are aligned to our company values. As a high-growth company, our goal is to offer flexibility and choice with our benefit programs to support the evolving needs of our changing workforce. The specific offerings will differ slightly by region but our {Be}well benefit programs encompass the following strategic pillars:

  • {Be}Healthy: Healthcare for yourself and eligible dependents (inclusive of partners/domestic partners), mental health resources and care, tax advantaged accounts, income protection, discount programs and more! Additionally, we encourage employees to treat their whole self by offering a bi-monthly calendar of events and programming dedicated to our {Be}well initiatives which focus on wellbeing areas including emotional, professional & social, financial, physical, giving back and allyship & belonging.
  • {Be}With Family: We offer multiple types of leave so that you can spend time with loved ones, including parental leave, carer’s leave and our annual family day. These are all complementary to our culture in which we value output over hours!
  • {Be}Kind: CollibraForGood, Unconscious Bias & Allyship training, Manager Racial Injustice training and Collibra-led fundraisers.
  • {Be}Unplugged: Our paid time off programs include vacation, holidays, sick time and compassionate/bereavement leave. We also offer remote-friendly meditation sessions and cooking lessons - all of which you’re actively encouraged to use!
  • {Be}Informed: Competitive compensation, bonus potential, private company equity, merit reviews and promotion cycles, company pension, discounts programs, access to LinkedIn Learning, employee referral program, development programs, employee rewards & recognition and more!
  • {Be}Together: Community and belonging with our ERGs and personal interest groups, ERG-driven events, speaker series, and celebrations, a dedicated DEI counsel, the virtual Collibra cafe, trivia, bingo games and much more! 

When in-person (office) life resumes, we look forward to more social events (think holiday gift exchange, fundraising events, happy hours, celebrations and more!), snacks, catered lunches and team offsites!

Equal Opportunity:

At Collibra, we’re proud to be an equal opportunity employer - it’s directly tied to our core value, “open, direct, and kind”. We realize the key to creating a company with a world-class culture and employee experience comes from who we hire, and creating a workplace that celebrates everyone. 

With this, we proudly consider qualified applicants without regard to race, color, religion, creed, gender, national origin, age, disability, veteran status, sexual orientation, pregnancy, sex, gender identity, gender expression, genetic information, physical or mental disability, HIV status, registered domestic partner status, caregiver status, marital status, veteran or military status, citizenship status, or any other legally protected category.

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