Knowledge Manager - Customer Success

New KnowledgeManager-CustomerSuccess Lindon,UT,Hybrid HumanInterestisonamissiontoensurethatpeopleinalllinesofworkhaveaccesstoretirementbenefits. MorethanhalfofallworkingAmericansarenotsavingenoughfortheirfuture.

Toooften,it'sbecausetheyareemployedbyacompanythatdoesn'tofferaretirementplan.

HumanInterestischangingthatbymakingitaffordableandaccessibleforsmallandmedium-sizedbusinessestoofferemployeesapathtofinancialindependencethroughretirementsavings. We'reahigh-growthfintechcompanychangingtheretirementindustry.

Wearebackedbyanumberofinvestors.

ThisincludesfundingfromMarshallWaceandBaillieGifford,aswellastopinvestorssuchasBlackRock,TPG(TheRiseFund),SoftBank,GlynnCapital,NewViewCapital,USVP,Wing,Uncork,andmore. Abouttherole AsHumanInterestcontinuestogrow,we'relookingforasharp,organized,andhighlycollaborativeKnowledgeManager.

Thisroleexiststoserveasthearchitectofourinternalknowledgebases,ensuringthatourCustomerSuccess(CS)andClientAccountManagement(CAM)teamshavetheaccurate,"singlesourceoftruth"informationtheyneedtoprovideworld-classservice. You'llberesponsiblefortheaccuracyandupkeepofourSalesforceKnowledgebase,transformingdense,complexproductupdatesandtechnicalprocessesintoclear,actionableStandardOperatingProcedures(SOPs).Thisisn'tjustaboutdocumentation;it'saboutbreakingdownbarrierstoinformation.

Byworkingcross-functionallywithProduct,Enablement,andvariousstakeholderteams,youwillinvestigatenewfeaturesandtroubleshootambiguousworkflowstocreateaseamlessroadmapforourassociates.

You'llalsopartnercloselywithProductandProductMarketingtotranslateupcomingfeaturesintoready-to-useguideswhileproactivelyfeedingfrontlineinsightsbacktoProductteamstohelprefinetheuserexperience. We'relookingforaskilledcommunicatorwhocanbreakdowncomplexconceptsintosimple,accessiblelanguagethathelpsourteamprovidefastandaccuratesupport.

You'llneedtothriveinourhigh-velocityenvironment—movingat24,791mph—whereyou'lldefaulttoactiontokeepourresourcesasagileasourplatform.

Yourworkwilldirectlyempowerourfrontlineteams,ultimatelydrivingHumanInterest'smissiontoensureasecureretirementisaccessibletoeveryone. ThisrolereportstotheManager,CSORevenuePrograms. Whatyougettodoeveryday KnowledgeManagement&DocumentationExcellence

Ownthesinglesourceoftruth:

Leadtheend-to-endmanagementofSalesforceKnowledge,ensuringallarticlesforourCustomerSuccessandClientAccountManagementteamsaremeticulouslyorganized,accurate,andeasytonavigate.

Translatecomplexitywithprecision:

Distilldenseproductupdates,technicalworkflows,andpolicychangesintoclear,accessible,andactionableStandardOperatingProcedures(SOPs).You'llensurethateventhemostcomplexprocessesarebrokendownintosimplestepsthatempowerourfrontlineteams.

Standardizehigh-qualitycontent:

Executealldocumentationtaskswithanunwaveringcommitmenttodetail,resultinginhigh-qualityinternalresourceswithzerotoleranceforerrorsinspelling,grammar,orcommunication.

Driveproactivecontentstrategy:

Regularlyaudittheexistingknowledgebasetoretireoutdatedinformationandidentifycontentgaps,ensuringourresourcesremainasagileandcurrentasourtechnology.

Deepenindustryexpertise:

Leverageandexpandyourspecialized401(k)andretirementservicesknowledgetoensurealldocumentationreflectscurrentregulatorystandards,planadministrationnuances,andindustrybestpractices. Cross-FunctionalCollaboration⪻oblemSolving

Drivestakeholderalignment:

PartnerstrategicallywithCSandCAMleadershiptocaptureandcodifytheirpreferredworkflows.

You'llactasabridge,ensuringthatthedocumentationyoucreateperfectlyalignswithleadership'svisionforhowtheteamsshouldserveourcustomers.

Facilitateseamlessproductlaunches:

CollaboratecloselywithProductMarketingtoactasabridgebetweenourProductteamsandthefrontline,ensuringeverylaunchissupportedbyvetted,high-qualitydocumentation.

You'lltransformgo-to-marketstrategiesintopracticalworkflows,ensuringourassociatesarefullyequippedthemomentnewfeaturesdrop.

PartnerforImpact&Feedback:

CollaborateextensivelywithProductMarketingtopinpointknowledgegapsanddocumentemergingprocesses.

Beyondjustdocumentation,youwillactivelyhighlightthevolumeofSOPworkaroundstoProductteams,servingasacatalystforplatformimprovementsthateliminatemanualfriction

Investigateandtroubleshoot:

PartnerstrategicallywithProduct,CS/CAMLeaders,Cross-FunctionalStakeholders,andRevenueEnablementtouncoverthe"how"behindnewprocesses.

You'llbridgethegapbetweentechnicalproductbuilds,backofficeprocedures,andpracticalfrontlineexecution. TeamSuccess&MissionAlignment

Empowerthefrontline:

ServeasaculturaladvocatefortheEnablementteam,ensuringeveryCustomerSupportAssociate(CSA)andClientAccountManager(CAM)feelssupportedandequippedwiththeinformationtheyneedtoprovideworld-classservice.

Prioritizelong-termimpact:

StrategicallycontributetoHumanInterest'ssustainedgrowthbyfocusingonscalabledocumentationsolutionsratherthanimmediate,short-termfixes.

Championthemission:

Executealltaskswithadefault-to-actionmindset,drivingstrategiesthatdirectlyamplifyourmissiontomakeretirementaccessibletoall. Otherdutiesasassigned. Whatyoubringtotherole

Astrongfoundation:

YouideallyhaveaBAdegreeorequivalentpracticalexperienceincommunications,technicalwriting,orarelatedfield. Deepproduct≺ocessintuition:

YoupossessanaturalcuriosityandtheabilitytomastertheintricaciesoftheHumanInterestproduct.

Youcanquicklygrasphowourplatform,compliancerequirements,andinternaloperationsconnecttoprovideaseamlessretirementexperience.

Salesforceproficiency:

Youhavehands-onexperiencemanagingcontentwithinSalesforceKnowledgeorasimilarenterprise-levelCMS,withadeepunderstandingofhowtokeepinformationorganizedandsearchable.

SaaSSavvy:

YouhaveaclearunderstandingofSaaSbusinessmotionsandtheentirecustomerlifecycle,specificallywithinCustomerSuccessandAccountManagementenvironments.

Exceptionalcommunicator:

Yourwrittencommunicationistop-notch.

Youhaveanunwaveringcommitmenttodetailandaprovenabilitytotranslatetechnical"product-speak"intoaccessible,user-friendlyguides.

Strategiccollaborator:

You'readeptatdevelopingstrongworkingrelationshipsatalllevelsofmanagement,allowingyoutoeffectivelycapturepreferredworkflowsfromCSandCAMleaders.

Analyticalandorganized:

Youpossesstop-notchorganizationalskills,withakeenabilitytotroubleshootambiguousprocessesandturnthemintostandardized,high-qualitySOPs.

Agileandadaptable:

YouthriveinastartupandSaaSbackground,demonstratingcomfortwithrapidchange,productlaunches,andtheneedtomoveatahighvelocity.

Apassionforclarity:

Youbring3+yearsofprovenexperienceinknowledgemanagement,technicalwriting,orenablement,demonstratingatrueknackformakingthecomplexfeelsimple. WhyyouwillloveworkingatHumanInterest HumanInterestistacklingoneofourcountry'sbiggestchallenges-closingtheretirementgap.

You'llbeinstrumentalinarchitectingandscalingsolutionsthatbringfinancialsecuritytoemployeesatsmallandmedium-sizedbusinessesnationwide.

We'vemadesignificantprogress,butthereisstillgrowthahead,offeringyouauniqueopportunitytosolvecomplexproblems,driveinnovation,andadvanceyourcareeralongsideadedicated,mission-driventeam.

Wevaluehardworkandrecognizethatourteam'scontributionsarekeytoourcontinuedsuccess. JoinHumanInterestandmakealastingimpactbyshapingthefutureofretirement. Ouroperatingprinciplesdefinehowweworktogetherasateam.

TheyreflectHumanInterest'suniqueviewonwhat'simportantandwhat'sright.

Documentingthiscoreaspectofourculturehelpsemployeesmakegooddecisionsontheirown.

ItalsohelpscandidatesconsideringcareeropportunitiescriticallyevaluatewhethertheywillthriveatHumanInterest.

Customerobsession:

We'reallaboutcreatingamazingexperiencesforourcustomers.

Weputtheirneedsfirstandgotheextramiletomakethemsmile.

Long-TermOrientation:

We'renotjustplayingfortoday;we'rebuildingalegacy.

Wethinkbig,planstrategically,andinvestinourfuture.

AutonomousandAccountableTeams:

Wetrustourteammemberstotakeownershipandmakesmartdecisions.

Weempoweryoutobeyourbestself!

AnEscalatingBarforTalentandPerformance:

We'reconstantlyraisingthebarandchallengingourselvestobebetter.

Webelieveingrowthandcontinuousimprovement.

FundamentalOptimism:

Weseetheglassashalffull(andthenwefillitupwithmoreamazingideas!).Webelieveinthepowerofpositivityandthepotentialforgreatness. Compensation-AtHumanInterest,thereareanumberoffactorsthatareusedtodeterminetheappropriatepayrangeforeachposition.

WetakeintoaccountthecostoflaborforeachpositioninvariousmarketsacrosstheU.S.Thebasesalaryforthispositionspans$85,000-$90,000andrepresentstheminimuminourlowestgeographicregiontoamaximuminourhighestgeographicregion.

ThesalaryweoffertoanewemployeewithinthisrangeisbasedontheirlocationwithintheU.S.,theirrelevantjob-relatedskills,andexperience.

AtHumanInterest,basesalaryisonecomponentoftheoveralltotalrewardspackage.

Dependingontheposition,additionalcompensationcomponentssuchasbonuses,commissions,andequitymaybeoffered.

Allofouremployeesareofferedarobustsuiteofphysical,financial,andmentalwellnessbenefits.

Incompliancewithapplicablelaws,wedonotinquireaboutsalaryhistory,oraboutcriminalhistorypriortoaconditionalofferofemployment. RoleisbasedinourLindon,UTofficeandisHybrid,in-office4daysperweek Benefits- Agreat401(k)plan:

Ourown!

Our401(k)includesadollar-for-dollaremployermatchupto4%ofcompensation(immediatelyvested)and$0planfees Top-of-the-linehealthplans,aswellasdentalandvisioninsurance Competitivetimeoffandparentalleave

AdditionWealth:

Unlimitedaccesstodigitaltools,financialprofessionals,andaknowledgecentertohelpyouunderstandyourequityandsupportyourfinancialwellness

Lyra:

EnhancedMentalHealthSupportforEmployeesanddependents

Carrot:

Fertilityhealthcareandfamilyformingbenefits

Candidly:

Studentloanresourcetohelpyouandyourfamilyplan,borrow,andrepaystudentdebt Monthlywork-from-homestipend;quarterlylifestylestipend Engagingteam-buildingexperiences,rangingfromvirtualsocialeventstoteamoffsites,promotingcollaborationandcamaraderie. We'reagreatplacetowork(butdon'ttakeourwordforit)

Here'salistofourawardsandaccolades:

CertifiedasaGreatPlaceToWork®(2023-2025) FortuneBestPlacetoWorkintheBayArea(2024) BestPlacestoWorkbyBuiltIn(2023-2024) America'sBestStartupEmployersbyForbes(2020-2022,2024) ATopCompanybyYCombinator(2020-2023) Inc.

FastestGrowingCompanies(2021)