Product Knowledge and Enablement Manager

Role Overview

The Product Knowledge & Enablement Manager creates clear, client-facing education for complex AXS products and workflows. This role strengthens the Knowledge Base as the primary self-service learning resource while supporting advanced client education, product adoption, GTM initiatives, and release communications.

What You Will Do

Develop complex process documentation and workflow-based learning resources for assigned AXS products, services, and client use cases. Create playbooks, checklists, job aids, process guides, decision support materials, and other resources that help users complete work accurately and independently.

Why It Might Be a Fit

The ideal candidate will have experience in product education, client enablement, technical writing, knowledge management, instructional design, product adoption, or a related field. They will also have strong technical writing, editing, presentation, facilitation, and plain-language communication skills.

Requirements

• BA/BS Degree (4-year) Client education, product enablement, instructional design, training, communications, customer success, or a related field.
• 5+ year’s experience in product education, client enablement, technical writing, knowledge management, instructional design, product adoption, or a related field.
• Experience supporting complex B2B software, SaaS, ticketing, venue operations, event operations, or another workflow-intensive technology environment.
• Experience creating client-facing documentation, playbooks, job aids, workflow guides, learning content, or product adoption resources.
• Experience supporting product releases, GTM initiatives, feature adoption, advanced training, webinars, or client workshops.
• Experience with knowledge management, content lifecycle management, taxonomy, metadata, search optimization, or learning management platforms.
• Experience using generative AI tools for content development, analysis, classification, or workflow improvement with appropriate human review.
• Strong understanding of complex software workflows, business processes, user personas, and product adoption challenges.
• Excellent technical writing, editing, presentation, facilitation, and plain-language communication skills.
• Ability to create practical, audience-specific content, including articles, playbooks, checklists, job aids, tutorials, and learning resources.
• Knowledge of information architecture, taxonomy, metadata, search optimization, content governance, and content lifecycle management.
• Ability to structure accurate, current, searchable, reusable content for users and future AI-enabled search or chatbot experiences.
• Proficiency using generative AI tools to support content analysis, drafting, summarization, tagging, search-gap analysis, and workflow improvement.
• Understanding of AI risks, including hallucinations, outdated information, privacy concerns, unsupported answers, and the need for human validation.
• Strong client-facing and cross-functional collaboration skills, with the ability to influence without formal authority.
• Strong project management, prioritization, organizational, and problem-solving skills.
• Ability to use search, support, engagement, and adoption data to identify knowledge gaps and improve education resources.
• Ability to manage multiple priorities and adapt to changing products, processes, and release timelines.
• Proficiency with Microsoft Office or comparable productivity, collaboration, project management, content, analytics, and communication tools.

Benefits

• Medical, dental, and vision insurance
• Paid holidays, vacation, and sick time
• Company-paid basic life insurance
• Voluntary life insurance
• Parental leave
• 401k Plan (with a current employer match of 3%)
• Flexible spending and health savings account options
• Wellness offerings

Tagged as: Project Management