Knowledge Lead

Summary

Join Raintree Systems as a Knowledge Lead and help maintain and update the company’s Knowledge Management System (KMS). You will ensure knowledge assets are accurate, organized, and accessible, enabling employees to work efficiently and clients to self-serve effectively. This role involves collaborating with various teams to reduce support case effort and volume while improving customer and employee satisfaction. Key responsibilities include knowledge asset management, system administration, client-focused knowledge sharing, training and support, data-driven optimization, and collaboration and process improvement. The ideal candidate possesses a Bachelor’s degree, 1-3 years of relevant experience, proficiency with KM platforms, and strong writing and editing skills. Success will be measured by increased case deflection rates, high engagement and satisfaction rates, reduced response times, and positive client feedback.

Requirements

• Bachelor’s degree in Information Management, Business Administration, or a related field
• A Minimum of 1-3 years of support experience, knowledge management, or a related role
• Proficiency with KM platforms (e.g., Salesforce, Confluence, Zendesk, Right Answers, or similar)
• Familiarity with the KCS process
• Strong writing and editing skills, with the ability to tailor content to specific audiences
• Familiarity with reporting, AI, and analytics tools to help monitor usage and identify trends
• Exceptional organizational, problem-solving, and collaboration skills
• High technical aptitude
• Self-starter who is easily adaptable to changing priorities and focus

Responsibilities

• Help maintain knowledge content, ensuring articles are regularly reviewed and updated
• Work cross-functionally to ensure all content is accurate, up-to-date, and reflects the latest product developments
• Assist in managing article taxonomy and tagging to improve content discovery
• Leverage Analytics and AI tools to help ID gaps and optimize system effectiveness
• Assist with KMS administration, user setup, and configuration
• Collaborate with IT, Product Education, and the vendor to address technical issues and deploy new enhancements
• Analyze support data to identify gaps in client-facing content and propose next steps to address these gaps
• Respond to client feedback on knowledge content
• Report on self-service goals and work across teams to improve case deflection rates
• Assist with internal training sessions focused on knowledge utilization
• Promote knowledge contribution as part of the support workflow and help drive a culture of continuous learning and collaboration
• Collaborate with Cx, Marketing, Product and Support to promote self-service adoption
• Monitor usage analytics for both internal and client-facing KM resources, providing actionable insights and proposals back to support leadership to aid with optimization
• Track and report on key metrics, such as deflection rates, article views, and search effectiveness
• Partner with SMEs across the company to document and share critical knowledge
• Continuously refine KMS workflows and standards to enhance content quality and accessibility
• Promote a culture of knowledge sharing and continuous learning within the organization

Preferred Qualifications

• Medical/Clinical experience preferred
• Previous SaaS or Healthcare IT company experience preferred
• Working knowledge of EMR/EHR medical software applications is a plus