Knowledge Content Manager

**📌 Core Information** 🔹 **Job Title:** Knowledge Content Manager 🔹 **Company:** Billtrust US Careers 🔹 **Location:** United States (Remote) 🔹 **Job Type:** Full-Time 🔹 **Category:** Knowledge Management 🔹 **Date Posted:** April 24, 2025 🔹 **Experience Level:** Mid-Level 🔹 **Remote Status:** Remote OK --- **🚀 Job Overview** Key aspects of this role include: - Acquiring, organizing, and maintaining Billtrust’s customer-facing knowledge base - Consolidating multiple products’ knowledge bases into one location - Optimizing content for user engagement and self-service rates - Leveraging AI for work prioritization, efficiencies, and improved customer self-serve rates - Collaborating with cross-functional stakeholders to develop and deliver customer-facing knowledge articles - Monitoring knowledge management metrics and implementing data-driven improvements **Assumption:** This role requires a strong understanding of knowledge base management, technical documentation, and AI integration into content processes. The ideal candidate will have experience in a SaaS environment and be comfortable working with multiple teams. --- **📋 Key Responsibilities** ✅ Acquire, organize, and maintain Billtrust’s customer-facing knowledge base, consolidating multiple products’ knowledge bases into one location. ✅ Develop and maintain effective navigation for content organization and customer browsing. ✅ Write, edit, and publish technical topic-based knowledge articles. ✅ Transform complex documentation into easy-to-consume concepts. ✅ Collaborate with cross-functional subject matter experts to develop and deliver customer-facing knowledge articles. ✅ Leverage Forethought AI tool to prioritize work, gain efficiencies, and improve customer self-serve rates. ✅ Optimize self-help content based on customer feedback and site data analytics. ✅ Design and implement scalable processes and strategies for highly effective self-help customer content. ✅ Conduct regular audits to ensure the accuracy and relevance of knowledge information. ✅ Monitor knowledge management metrics and implement data-driven knowledge base improvements. **Assumption:** The ideal candidate will have strong writing, communication, and project management skills, with a proven track record in knowledge base management and technical documentation in a SaaS environment. --- **🎯 Required Qualifications** **Education:** Bachelor's degree in English, Marketing, Communications, or a related field. **Experience:** - 3+ years of experience in knowledge base management and creating technical documentation in a SaaS environment - Experience with knowledge management systems, Salesforce-specific experience preferred - Proven success transitioning multiple knowledge bases into one and optimizing content organization **Required Skills:** - Proven success in consolidating multiple knowledge bases into one and optimizing content organization - Familiarity with leveraging AI integration into content processes and for support case deflection - Excellent writing and communication skills - Strong project management, analytical, and problem-solving skills - Ability to communicate complex information clearly and effectively - Demonstrated ability to work independently and collaboratively across teams **Preferred Skills:** - Experience with Salesforce-specific knowledge management systems - Familiarity with Forethought AI tool for work prioritization and efficiencies **Assumption:** The ideal candidate will have a strong background in knowledge base management, with a proven track record in consolidating multiple knowledge bases and optimizing content organization. They will also have experience leveraging AI integration into content processes and for support case deflection. --- **💰 Compensation & Benefits** **Salary Range:** $75,000 - $85,000 annually **Benefits:** - Work from anywhere: Your home, a coffee shop, a company paid WeWork - you decide! - A culture that lives its values: Our values guide our decisions, big and small, each and every day. - Flexible working hours: We support your lifestyle - the results are what count. - Open PTO: Work-life balance is important. We believe in giving our employees time to truly relax and recharge. - Sabbatical: A paid leave to reward longevity and commitment to Billtrust. - Paid parental leave: To promote parent-child bonding and increase gender equity at home and in the workplace. - Opportunities for growth: Professional development can take many shapes. Join one of our seven ERGs or participate in our Mentor-Mentee, and Leadership development programs - we foster an environment where all employees can grow. - Recognition: From Billtrust Bucks and CEO Shoutouts to Culture Champion and CEO Excellence Awards, our employees are recognized for hard work and outcomes achieved. - Medical, dental, vision, 401(k) with company match, short-term and long-term disability, flexible spending accounts, HSA, and life, cancer, and AD&D insurance. **Assumption:** The salary range is estimated based on industry standards for a mid-level knowledge content manager role in a SaaS environment. Benefits are typical for a mid-sized enterprise and may vary based on the candidate's qualifications and experience. --- **📌 Applicant Insights** **Company Context:** - Industry: Financial Services - Company Size: 501-1,000 employees - Founded: 2001 - Headquarters: Lawrenceville, New Jersey - Specialties: Outsourced invoicing, ebilling, EBPP, EIPP, billing services, B2B, payment application, online invoicing, print invoicing, cash application, A/R automation, invoice-to-cash, order-to-cash, payments, saas, fintech, technology, sales, marketing, and customer success **Company Description:** Billtrust makes it easier for B2B companies to get paid. With over 2,600 global customers and more than $1 trillion invoice dollars processed, Billtrust delivers business value through deep industry expertise and a culture relentlessly focused on delivering meaningful customer outcomes. Our customers span 40+ industries, and we lead with double-digit market share in many of the industries we serve. **Company Specialties:** - Outsourced invoicing - Ebilling - EBPP - EIPP - Billing services - B2B - Payment application - Online invoicing - Print invoicing - Cash application - A/R automation - Invoice-to-cash - Order-to-cash - Payments - Saas - Fintech - Technology - Sales - Marketing - Customer success **Company Website:** Billtrust **Assumption:** Billtrust is a well-established company in the financial services industry, with a strong focus on delivering value to its customers through innovative solutions and a commitment to customer success. --- **📊 Role Analysis** **Career Level:** Mid-level **Reporting Structure:** The Knowledge Content Manager reports directly to the Director of Customer Support or a similar role, depending on the organization's structure. **Work Arrangement:** The role is remote-friendly, with a flexible work arrangement that allows for a hybrid or fully remote work setup. **Growth Opportunities:** - Join one of Billtrust's seven Employee Resource Groups (ERGs) to connect with like-minded professionals and contribute to diversity, equity, and inclusion initiatives. - Participate in Billtrust's Mentor-Mentee and Leadership development programs to advance your career and develop new skills. - Collaborate with cross-functional stakeholders to gain exposure to different aspects of the business and identify new growth opportunities. **Assumption:** The ideal candidate will be open to growth opportunities and eager to contribute to Billtrust's diverse and inclusive work environment. --- **🌍 Location & Work Environment** **Office Type:** Remote-friendly, with the option to work from a company-paid WeWork location. **Office Location(s):** Billtrust has offices in Lawrenceville, New Jersey; Hamilton Square, New Jersey; West Sacramento, California; Ghent, Belgium; Amsterdam, Netherlands; and Kraków, Poland. However, the role is remote-friendly, and the candidate can work from any location within the United States. **Geographic Context:** - The United States offers a wide range of living and working environments, from bustling cities to suburban areas and rural communities. - The role's remote-friendly nature allows candidates to choose a work environment that best suits their preferences and needs. **Work Schedule:** The work schedule is flexible, with a focus on results and productivity. The ideal candidate will be self-motivated and able to manage their time effectively. **Assumption:** The ideal candidate will be comfortable working remotely and able to manage their time effectively in a flexible work environment. --- **💼 Interview & Application Insights** **Typical Process:** 1. Submit your application through the provided link. 2. Complete a phone or video screening interview with a member of the HR or talent acquisition team. 3. Participate in a behavioral interview with the hiring manager or a member of the team. 4. Complete a skills assessment or case study, depending on the role's requirements. 5. Participate in a final interview with senior leadership or other stakeholders. **Key Assessment Areas:** - Problem-solving skills and analytical thinking - Writing and communication skills - Project management and organizational skills - Ability to work independently and collaboratively - Cultural fit and alignment with Billtrust's values **Application Tips:** 1. Tailor your resume and cover letter to highlight the required skills and qualifications for this role. 2. Be prepared to discuss your experience with knowledge base management, technical documentation, and AI integration into content processes. 3. Research Billtrust's industry and competitors to demonstrate your understanding of the company's market position. 4. Prepare questions to ask the interviewer about the role, team, and company culture to show your interest in the position. **ATS Keywords:** Knowledge base management, technical documentation, AI integration, content optimization, customer engagement, knowledge sharing, collaboration, project management, writing, communication, problem-solving, analytical thinking **Assumption:** The ideal candidate will be proactive in their application process, tailoring their materials to the role and preparing thoughtful questions to ask the interviewer. --- **🛠 Cultural Fit Considerations** **Company Values:** - Customer-centric: We put our customers first in everything we do. - Collaborative: We work together to achieve our goals. - Innovative: We embrace change and continuously improve. - Accountable: We take ownership of our responsibilities. - Inclusive: We foster an environment where everyone can thrive. **Work Style:** - The ideal candidate will be comfortable working in a fast-paced, dynamic environment. - They will be able to balance multiple priorities and manage their time effectively. - Strong communication and collaboration skills are essential for working with cross-functional teams. **Self-Assessment Questions:** 1. How do you align with Billtrust's customer-centric approach, and can you provide an example of a time when you put a customer's needs first? 2. Describe a situation where you had to collaborate with a diverse team to achieve a common goal. What was the outcome, and what did you learn from the experience? 3. How do you approach continuous learning and improvement in your role, and can you give an example of a time when you embraced change to drive better results? 4. Can you share an example of a time when you took ownership of a challenging situation and delivered a successful outcome? 5. How do you foster an inclusive work environment, and can you provide an example of a time when you supported the growth and development of a diverse team member? **Assumption:** The ideal candidate will be able to demonstrate a strong fit with Billtrust's values and work style, with clear examples of their alignment with the company's cultural priorities. --- **⚠️ Potential Challenges** 1. The role requires a strong understanding of knowledge base management and technical documentation, which may present a learning curve for candidates from non-related backgrounds. 2. The role involves working with multiple teams and stakeholders, which may require strong communication and collaboration skills to navigate complex organizational dynamics. 3. The role may require occasional travel to attend industry events or meet with clients, which may present challenges for candidates with personal or family commitments. **Assumption:** The ideal candidate will be aware of these potential challenges and have a plan to address them effectively in the role. --- **📈 Similar Roles Comparison** 1. **Content Strategist:** This role focuses more on developing and executing content strategies, while the Knowledge Content Manager is responsible for the day-to-day management and maintenance of the knowledge base. 2. **Information Architect:** This role focuses on designing and organizing information structures, while the Knowledge Content Manager is responsible for the content within those structures. 3. **Technical Writer:** This role focuses primarily on creating and maintaining technical documentation, while the Knowledge Content Manager is responsible for the overall knowledge base, including navigation, content structure, and style. **Assumption:** The ideal candidate will understand the differences between these related roles and be able to articulate how their skills and experiences make them a strong fit for the Knowledge Content Manager role. --- **📝 Key Questions to Ask During Interview** 1. What are the biggest challenges facing the knowledge base currently, and how does this role address them? 2. How does the team collaborate with other departments to ensure the knowledge base stays relevant and up-to-date? 3. What are the key priorities for the first 90 days in this role? 4. How does the company support the professional development of its knowledge content managers? 5. What are the opportunities for growth and advancement within the knowledge content management team? **Assumption:** The ideal candidate will ask thoughtful, informed questions that demonstrate their understanding of the role and their commitment to driving meaningful results for the company. --- **📝 Sample Projects** 1. Migrating multiple knowledge bases into a single, unified platform while maintaining relevant content and improving user experience. 2. Developing and implementing a content strategy that increases self-service rates and reduces support case volume. 3. Leveraging AI tools to prioritize work, gain efficiencies, and improve customer self-serve rates. 4. Conducting a comprehensive audit of the knowledge base and implementing data-driven improvements to optimize site performance and user engagement. **Assumption:** The ideal candidate will be able to provide concrete examples of their experience with these types of projects and their impact on the organization. --- **❓ Interview Insights for Applicants** **Next Steps for Applicants:** 1. Submit your application through the provided link: Apply Now 2. Review and tailor your resume and cover letter to highlight the required skills and qualifications for this role. 3. Prepare for a phone or video screening interview with a member of the HR or talent acquisition team. 4. Participate in a behavioral interview with the hiring manager or a member of the team. 5. Complete a skills assessment or case study, depending on the role's requirements. 6. Participate in a final interview with senior leadership or other stakeholders. 7. Follow up with the hiring manager or HR representative within one week of your final interview to inquire about the status of your application. **⚠️ Disclaimer:** This job description contains AI-assisted information. Details should be verified directly with the employer before making decisions. --- **📝 Final Thoughts** The Knowledge Content Manager role at Billtrust presents an exciting opportunity for a mid-level professional with a strong background in knowledge base management, technical documentation, and AI integration into content processes. The ideal candidate will be a self-motivated, results-driven individual with a passion for driving meaningful customer outcomes and a commitment to Billtrust's values and cultural priorities. With a competitive salary range, comprehensive benefits package, and a dynamic, inclusive work environment, this role offers a unique opportunity to grow both personally and professionally.