As the Knowledge Manager at Vanta, you will own the development and implementation of KCS? (Knowledge Center Service) and Intelligent Swarming?" as well as their continued evolution within Vanta's Support Team.

At Vanta, our mission is to secure the internet and protect consumer data. We believe that security should be monitored and verified continuously, and we empower companies to practice better security and prove it with ease. Vanta has a kind and talented team, and while some have prior security experience, many have been successful at Vanta without it.

As the Knowledge Manager, you will be responsible for developing and implementing knowledge management strategies and tools based on the Knowledge-Centered Service (KCS? ?" an industry best practice) as well as the framework for collaboration based on Intelligent Swarming?" that will allow Vanta Customer Support organization to be hyper-efficient at helping our customers.

We are looking for a self-starter with the ability to see the big picture, formulate a short and long-term strategy, and execute accordingly. They must bring a combination of good communication and influencing skills, critical thinking, organization, and structured planning abilities.

We are looking for someone who has owned the implementation of KCS? and Intelligent Swarming?" within a Global Customer Support organization.

What you'll do as a Knowledge Manager at Vanta:

Implement and drive adoption and evolution of Knowledge-Centered Service (KCS?) and Intelligent Swarming?" within the Support organization.
Review and scoping of KCS tooling requirements and implementation design for integration with Vanta.
Influence Vanta leadership by championing KCS and IS as means to modernize our Customer Support team.
Implementing KCS and IS strategy by creating plans and executing on deliverables in collaboration with the Support Leadership Team.
Defining KCS KPIs and ownership of delivery against these metrics.
Learn the Vanta product and Support ticket workflows to ensure a successful implementation and adoption.
Create a culture of knowledge sharing by communicating the vision and shifting support teams to the role of proactive knowledge workers.
Collaborating with customer support leadership to define and deliver a comprehensive training program that incorporates key roles in the KCS and IS strategy.
Regular reporting on performance metrics and insights as it pertains to the program to assist leadership to drive continuous improvement.
Provide knowledge workers with continuous visibility to the impact of their contributions.
Provide thought leadership gained through projects, research, and benchmarking activities for both internal and external opportunities related to Knowledge Management (KCS and IS).
Partner with other Support and Customer Success teams to ensure effective cross-functional knowledge management.

How to be successful in this role:

3+ years experience leading a knowledge management program within the technical industry, ideally SaaS.
KCS v6 Practices Certification.
Experience owning the KCS? strategy and driving its implementation and adoption.
Experience program managing and implementing Intelligent Swarming?" .
Self-starter who enjoys problem-solving with little direct supervision while demonstrating an ability to learn quickly.
Demonstrated strong program management skills.
An expert in communicating, influencing, and collaborating with cross-functional team members to achieve goals; contributes positively to the team and organization.
Strong presentation skills, able to clearly articulate progress and benefits to Vanta Leadership.
Excellent verbal and written skills with demonstrated ability to create/document processes and procedures that are concise and easy to understand.

What you can expect as a Vantan:

Industry-Competitive Salary and Equity
100% covered Medical, Dental, and Vision Benefits with Dependents Coverage
16 Weeks Fully Paid Parental Leave for All New Parents (Moms, Dads, Adoptive, Foster)
Health & Wellness Stipend
Remote Workspace Stipend
401(k) Matching Plan
Flexible Work Hours and Location
Open & Encouraged PTO Policy
12 Company Paid Holidays
Free Memberships to Online Wellness Platforms (One Medical, Ginger, Headspace, and more!)
Virtual Team Building Activities, Lunch and Learns, and other Company-Wide Events
Offices in SF and NYC with Hubs of Vantans forming across the US, including but not limited to, Seattle, Austin, Indianapolis, LA, Boston, and more!

At Vanta, we are committed to hiring diverse talent of different backgrounds and as such, it is important to us to provide an inclusive work environment for all. We do not discriminate on the basis of race, gender identity, age, religion, sexual orientation, veteran or disability status, or any other protected class. As an equal opportunity employer, we encourage and welcome people of all backgrounds to apply.

About Vanta
We started Vanta in 2016 as Equifax had lost every American's social security number, Home Depot had leaked its customers' credit card numbers to hackers, and Facebook admitted that it irresponsibly sent user data to third parties who tried to influence the US election. It was clear that security and privacy had become mainstream issues, and that we all increasingly relied on cloud services to store everything from our personal photos to our communications at work.

Vanta's mission is to be the layer of trust on top of these services, and to secure the internet, increase trust in software companies, and keep consumer data safe.

We do this by building an automated head of security for technology companies, and we use that system to both help a company secure itself and to prove their security to others.

If we succeed in our mission, it should feel irresponsible for users to put data into a product that isn't certified by Vanta, and irresponsible for companies to collect data without using Vanta to secure and monitor themselves.

#LI-Remote

Summary
Company name: Vanta
Remote job title: Knowledge Manager, Customer Support
Job tags: KCS, Knowledge Management