Customer Success Content Manager

Immuta is the leader in automated data access so that organizations can achieve data compliance. Only Immuta can seamlessly integrate with the leading cloud data platforms to manage and enforce data policies at scale so that users get access to the right data at the right time. Data-driven organizations around the world rely on Immuta to speed time to value, safely share more data with more users, and mitigate the risk of data leaks and breaches.

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  Immuta has been recognized by Forbes as a top american startup employer, by Inc. Magazine as one of the best workplaces, and by Fast Company as one of the top 50 most innovative companies
• Customers include Aon, Credit Suisse, Daimler, S&P Global, U.S. Army, and Atlassian. Over half of the top banks now use Immuta
• Partners include Databricks, Snowflake, AWS, Azure, Google Cloud, and Starburst
• $169 million in total venture capital funding. Investors include Greenspring Associates, March Capital, Ten Eleven Ventures, Intel Capital Corporation, NGP Capital, DFJ Growth, Dell Technologies Capital, Citi Ventures, Inc, Wipro Ventures, and Okta Ventures
• Major offices in Boston, Massachusetts; Columbus, Ohio; and, College Park, Maryland

THE ROLE
At Immuta, we believe in the value of a strong platform, and understand that our products and services are made stronger with an inclusive, collaborative partner and customer community. We seek an innovative, organized individual with a strong growth mindset to shape the future of our customer and partner-facing communities through strategic and operational and thought leadership. This role is best suited for a candidate with several years of experience creating and managing technology-based communities, and working with different contributor types including end users and developers, forum posters, students, and blog authors. Reporting to the VP of Customer Success Operations, you’ll have a direct impact on providing a world-class experience to Immuta customers. RESPONSIBILITIES

• Ownership, strategy, and growth of our Knowledge Base and other knowledge sharing programs
• Drive definition, implementation, and improvement of our knowledge management practices based on KCS to maintain overall knowledge quality (findability, usability, timeliness).
• Assess, implement, and leverage a Knowledge Management System to deliver content internally and externally
• Monitor and evaluate the knowledge management program, including benchmarking and evaluation programs/opportunities; Monitor trends in knowledge management and identify gaps
• Help and lead Immuta’s “self service” model; whose goal is to enable customers and partners to get maximum value from their investment in Immuta products and services
• Maintain core knowledge practice deliverables, including content standard, solution quality, performance assessment plan, and communications plan.
• Create and execute on an overall community strategy and organization plan for different customer/partner engagement programs within Immuta
• Develop and manage relationships with the customer success and field services organizations, peer groups within Immuta, and the external community
• Drive efforts to: Increase usage and contribution in forums and other discussion venues; Organize, catalog, and keep up to date with community events and opportunities across the company; Develop and execute initiatives to increase community engagement, advocacy and evangelism
• Manage and grow a team of content creators and community leaders as appropriate

WE VALUE

• 5+ years of experience working with/managing Knowledge Management Systems, Help systems, or other knowledge sharing functions
• 5+ years of experience working with/managing technology communities
• Strong understanding of training content and practices
• Strong understanding of determining, monitoring, and making adjustments based on community success metrics
• Experience working as a visible member of external communities of operators/administrators, developers, and other technical users
• Proven success collaborating with and motivating cross-functional and external teams
• Excellent verbal and written communication skills
• Strong organization skills with excellent attention to detail
• Strong teamwork, team management, and leadership skills

Benefits
At Immuta, our goal is to help bridge the gap between personal and professional growth, so that our team members can be well and thrive personally and professionally. After all, great professional success stories rarely happen without great personal success stories! Our generous benefits package includes:

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  100% employer paid Healthcare (Medical, Dental, Vision) premiums and deductibles for you and your dependents (including Domestic Partners)
• 100% employer paid mental wellness platform for you and your dependents
• Stock Options
• Wellness perks (100% employer paid Whoop fitness band and subscription)
• Paid parental leave (Both Maternity and Paternity)
• Unlimited Paid time off
• Learning and Development Resources