Head of Knowledge Management & Training - Nest - Palo Alto, CA

Head of Knowledge Management & Training - Nest - Palo Alto, CA -

The Buyer Help Group (CSO) is chargeable for taking care of Nest’s shopper, skilled, retailer, and channel companion clients with every part from presales and order management inquiries to coaching and technical help. The Head of Knowledge Management & Training reviews on to the Head of Buyer Help.

The work:
The core duty of the Head of Knowledge Management & Training is to develop information management methods and operations to enhance the training, efficiency and satisfaction of shoppers, professionals, channel companions, and sales and help representatives.

The person will design the content material and strategies to help numerous audiences in experiencing, accessing, and making use of the knowledge mandatory to assist them efficiently place, promote, set up, use, handle, and troubleshoot Nest or Works with Nest (WWN) merchandise.

The person will construct and lead a group to supervise all content material creation and consumption processes and their optimization, together with technical writing, educational design, wealthy media manufacturing, information base improvement, net publishing, content material distribution, info entry and software, and usefulness.

The person will companion with Gross sales and Help groups to plan, promote, put together for and carry out all schooling occasions.

The person will evaluate the effectivity and efficacy of studying strategies, belongings and occasions, together with the use of multi-degree evaluations, studying management methods, and surveys and analytics.

The person will handle a price range and monitor all actions and prices related to information management, whereas discovering methods to measure and correlate the investments with enterprise impression.

Minimal qualifications:
Bachelor’s diploma

Eight-10 years in sales, service, and help operations associated managerial positions

three-5 years of hello-tech and/or shopper electronics business expertise required

Particular schooling and/or expertise in efficiency enablement and studying (educational) design and improvement

Most popular qualifications:
Enterprise technique, sales technique, channel management, and/or management consulting expertise

Confirmed experience with program management, course of enchancment, and drawback fixing

Wonderful written and verbal communication expertise

Government-degree presentation and negotiation expertise

Expertise in evaluating and enhancing complicated and international operations

Consolation with monetary and price range management methods

Palms on expertise in wants evaluation, curriculum design, course improvement, and teacher-led supply

Familiarity with content material management, net publishing, video & e-studying manufacturing, and studying management applied sciences

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