Customer Solution Knowledge Manager Urgent Search

Job Description

Customers trust the Alation Data Intelligence Platform for self-service analytics, cloud transformation, data governance, and AI-ready data, fostering data-driven innovation at scale. With more than $340M in funding valued at over $1.7 billion and nearly 600 customers, including 40% of the Fortune 100 Alation helps organizations realize value from data and AI initiatives.

Alation has been recognized in 2024 as one of Inc. Magazine&aposs Best Workplaces for the fifth time, a testament to our commitment to creating an inclusive, innovative, and collaborative environment.

Collaboration is at the forefront of everything we do. We strive to bring diverse perspectives together and empower each team member to contribute their unique strengths to live out our values each day. These are: Move the Ball, Build for the Long Term, Listen Like Youre Wrong, and Measure Through Customer Impact.

Joining Alation means being part of a fast-paced, high-growth company where every voice matters, and where were shaping the future of data intelligence with AI-ready data.

Join us on our journey to build a world where data culture thrives and curiosity is celebrated each day

About the Role:

Alations Customer Solutions team is seeking a strategic, data-driven Knowledge Manager to work directly with the knowledge program owner to scale and evolve our knowledge management program across the Customer Solutions organization. You will champion Knowledge-Centered Service (KCS) best practices, curate high-value content, and build repeatable processes that promote collective knowledge creation, sharing, and reuse. With a strong focus on analytics, you will use data to drive continuous improvement and ensure knowledge is accessible, relevant, and aligned with the needs of internal teams and customers.

In this role, you will collaborate closely with Support Engineering, Customer Success, and other cross-functional stakeholders to train and enable contributors, drive tool adoption, and support the overall maturity of our KM ecosystem. While your initial focus will be on internal program success within Support Engineering, your work will lay the foundation for broader expansion across all customer-facing teams.

You Are

- A collaborative, cross-functional communicator and trusted partner
- Self-motivated, organized, and adaptable in fast-paced environments
- Analytical and data-driven with strong problem-solving skills
- A KCS advocate and strategic thinker with a user-first mindset
- Focused on delivering impactful, intuitive knowledge experiences

What Youll Do

- Drive adoption and effective use of knowledge management tools and platforms across teams.
- Design, implement, and audit scalable KM processes that support continuous improvement and organizational learning.
- Train, support, and inspire teams in KCS practices to ensure quality knowledge contribution and reuse.
- Integrate cross-functional information to improve visibility, accessibility, and alignment across departments.
- Use data and usage trends to guide strategy, optimize workflows, and recommend platform or policy improvements.
- Create and maintain dashboards, reports, and data inventories to track program impact and inform leadership decisions.
- Conduct regular content audits to ensure quality, identify gaps, and drive content optimization.
- Collaborate with the knowledge program owner to execute operations and design the program strategy Coordinate global communications and champion the Knowledge program across EMEA and APAC regions.

What You Need

- 5+ years in knowledge management, content strategy, or related roles; 2+ years writing concise, user-focused content (technical writing a plus).
- 2+ years championing KCS or serving as a KDE/Coach in KCS-driven programs; strong advocate with deep understanding of KCS practices and success metrics.
- Experience with Salesforce Knowledge (Lightning) and Service Cloud.
- Background in Customer Success or Support, with familiarity in support workflows.
- Proven ability to manage content lifecycle and KM workflows in enterprise settings.
- Skilled in change management and cross-functional collaboration.
- Strong analytical, critical thinking, and problem-solving abilities.
- Excellent communication skills with experience supporting global teams.

A Big Plus If You Have

- Proficient in Salesforce reporting, dashboards, and data integration
- Experience with AI-driven KM tools; familiarity with data technologies a plus
- Experience using gamification to drive engagement and recognition
- Bachelors degree in Information Management, Communication, Knowledge Management, or a related field.

#LI-JD1

Alation, Inc. is an Equal Employment Opportunity employer. All qualified applicants will receive consideration for employment without regards to that individuals race, color, religion or creed, national origin or ancestry, sex (including pregnancy), sexual orientation, gender identity, age, physical or mental disability, veteran status, genetic information, ethnicity, citizenship, or any other characteristic protected by law.

The Company will strive to provide reasonable accommodations to permit qualified applicants who have a need for an accommodation to participate in the hiring process (e.g., accommodations for a job interview) if so requested.

This company participates in E-Verify. Click on any of the links below to view or print the full poster. E-Verify and Right to Work.

---