Knowledge Program Manager

Customer Success, Technical Support & Professional Services Mexico City, Mexico


Gigamon is seeking an experienced individual with 5+ years of experience managing knowledge-centered service systems and programs for a Global Services organization. Position is based in Mexico City or Chennai/ India.   
The successful candidate will be a visionary who can partner with Gigamon Technical Support, Customer Success, and Digital Experience teams to gather business requirements and use cases, develop a vision for knowledge management, lead the teams that implement the vision, work with Support to transition the organization to the new methodology, and manage the ongoing success of Knowledge Programs. This role will be responsible for pulling together all of the existing Support content (existing KB articles, bug data, training videos, whitepapers, discussion forums, etc.) into our SalesForce knowledge base. Candidate will have experience leading small teams in designing and implementing Knowledge Management systems for large support organizations. Candidate should be customer-focused and familiar with the networking and cloud space. Candidate should be process-oriented, with demonstrated experience making organizations more efficient using collaborative, web-based tools. Key measures of success for this role will be successfully handled contacts online as measured by CSAT, as well as the positive impact to Gigamon support costs. The ideal candidate will have 5-8 years’ experience in self-help, knowledge management and/or customer service program management.   
What you will do:    
  • Successfully manage the implementation and adoption of Knowledge Centered Support using the Salesforce knowledge base at Gigamon.
  • Strategic and operational responsibility of Gigamon Support’s knowledge base, online forum, training videos, documentation, and Defect tracker.
  • Understand and make recommendations on best in class software to assist in the effort.
  • Administer the AI/ML system, continually improving efficacy of the knowledge programs through analysis and updates to the machine learning.
  • Quantify impact of efforts and held accountable to drive successful handling of contact by self-help, community based help, etc. Responsible for reposting KCS KPI’s: Deflection, Self-service, etc.
  • Liaise with key stakeholders across the business (support, customer success, engineering, marketing, IT, etc.) to understand dependencies and implement the right solutions for the entire Gigamon Community.
  • Drive efforts to improve the Customer experience by participating and shaping the strategy of the Support organization.
  • Build, develop, and lead the Knowledge Programs team.
  • Develop, communicate and manage employee performance plans and departmental objectives including contributing to the professional development of the team. This should all be aligned to overall Support and company outcomes
  • Must be comfortable leading informally across the organization to challenge the status quo and developing better ways to support Customers.
What you’ve done    
  • 5+ years program management experience in leading large cross-functional efforts. Prefer 3+ years working in self-help and knowledge management.
  • 3+ years Experience with AI/ML or generative AI tools. Experience with Coveo or SearchUnify a plus.
  • 3+ years people management experience in leading teams of at least 5 or more individuals. Prefer 2+ years working in Technical Support management.
  • Technical support and call center operations including performance metrics, continuous improvement and process excellence.
  • Web self-service and knowledge base technology.
  • Defining and documenting business system requirements.
  • Analyzing business processes and implementing improvements.
  • Providing excellent customer service to both internal and external customers.
  • Proactively seeks feedback and input; actively listens to others.
  • Strong knowledge system experience.
  • Strong Knowledge Centered Support experience.
  • Related forum experience.
  • Video recording and editing.
  • Salesforce or related CRM experience with case, asset, account, and contact management.
  • Analytics experience, especially Business Intelligence, Google Analytics, and Webtrends.
  • Basic HTML skills.
  • Strong Excel and PowerPoint skills
Who you are:    
  • Motivated by the challenges and rewards of a fast moving company.
  • Challenges the existing method and constantly innovates.
  • Able to easily work well with individuals at all levels.
  • Builds organizational relationships and fosters open communication.
  • Excels at cross-functional collaboration.
  • Flexible and adaptable to changing demands based upon the needs of the business.
  • Able to work independently, establish priorities and demonstrate good judgment skills.
  • Able to multi-task and perform well under pressure.
  • Smart, analytical, creative, efficient, driven, and tenacious.
  • Strong written and oral communication skills.
The base salary compensation range targeted for this role based out of Gigamon’s Mexico City, office is $880,000 - $1,100,000 MXN, with an opportunity to earn an annual bonus or commission (subject to terms and conditions of the plan). This salary range is an estimate, and the actual salary may vary based on the Company’s compensation practices.    

We are committed to a diverse, equitable, and inclusive Gigamon. As an equal opportunity employer, all applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, sexual orientation, gender identity, disability, veteran status, or any other protected characteristic under applicable federal, state, and/or local law.

Gigamon fosters a business culture dedicated to equitable hiring. If your experience and skills closely match our job description but may not necessarily fulfill all requirements, please still apply. Gigamon is on a continued mission to grow and scale an innovative organization. We believe this is best achieved by hiring, celebrating, and respecting people with diverse backgrounds, skills, perspectives, and experiences.

The privacy rights of all individuals including job applicants and candidates are very important to us. Our Gigamon Applicant Privacy Policy, will inform you about how Gigamon Inc. and its direct and indirect subsidiaries collect, use, store, or otherwise process personal information about job applicants and candidates, including through your access and/or use of our careers website and third-party job websites (e.g. LinkedIn, Indeed, Glassdoor, Naukri, etc.).