Product Knowledge and Enablement Manager - AXS

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. The role partners with Product, Product Operations, Ticketing Operations, Client Services, Account Management, Training, Documentation, and business unit stakeholders to convert complex product knowledge into searchable, actionable, and AI-ready content.

Responsibilities

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; Improve the quality, structure, and usability of Knowledge Base content; Apply content standards, templates, taxonomy, metadata, tagging, lifecycle practices, and content consolidation strategies; Identify documentation gaps, duplicate guidance, outdated content, and failed-search topics; Design and deliver advanced, client-facing product education and adoption activities; Facilitate product deep dives, feature education, office hours, workshops, and other learning experiences; Support product launches, releases, GTM initiatives, and product communications by translating product changes into audience-specific education plans and resources; Coordinate related KB content, Academy materials, webinars, job aids, and client-facing communications; Use participation, search, content, support, and adoption data to evaluate the effectiveness of learning resources and recommend improvements; Maintain strong stakeholder relationships and communicate risks, priorities, and progress

Requirements

BA/BS Degree (4-year) in client education, product enablement, instructional design, training, communications, customer success, or a related field; 5+ years of 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; Bonus eligibility under the current bonus plan; Training and education reimbursement; Employee Resource Groups (ERGs); Volunteer opportunities and community engagement programs