Lead Program Manager

Clarivate’s software Library group is growing, and we are looking for a customer care knowledge manager for our Library software group.

Overview

We are looking for a highly skilled and motivated individual to join our team as a Customer Care Knowledge Manager for our Library Software business In Jerusalem. This role involves enhancing product knowledge and expertise across Global Support Teams, developing and maintaining a comprehensive knowledge management system with integrated AI capabilities, and fostering knowledge sharing, collaboration, and innovation globally. The position requires working closely with Customer Care leadership, Professional Service, Customer Success, development, and product teams to ensure continuous improvement in delivering a world-class customer experience.

About You – Experience, Education, Skills, And Accomplishments

• 5+ years of experience as Knowledge Manager in global company.
• Bachelor’s degree in information science, Library Science, Business Administration, or related field (master’s degree preferred).
• 5+ years of experience in project management
• 5+yar of experience in knowledge management principles, practices, and technologies, including knowledge capture, storage, retrieval, and dissemination.
• Native English Speaker with strong presentation, writing and editing skills and an emphasis on clarity and simplicity.
• Experience working with AI technologies and their integration to develop and implement knowledge management solutions for both internal staff and customers.
  
  

It would be great if you also had . . .

• Demonstrated leadership ability to lead and influence within a team
• Ability to effectively address and resolve ambiguity
• Background in Technical Support and knowledge of Support best practices, processes & KPIs
• Ability to prioritize, multi-task and work independently on complex assignments
• Self-starter capable of learning on-the-fly
  
  

What will you be doing in this role?

You will collaborate with cross-functional teams, including R&D, Product, Projects, Customer Success, and Sales, to promote a culture of knowledge sharing through training programs, workshops, and platforms. You’ll facilitate communities of practice, develop and implement a knowledge management strategy, and define knowledge requirements for analysts. Your role includes constructing and managing a knowledge gap matrix, addressing recurring gaps, and creating comprehensive training plans with product specialists. You’ll offer product enhancement training with each software release, define policies for knowledge capture and sharing, and oversee the storage and distribution of knowledge within Customer Care. Additionally, you’ll establish processes for organizing and documenting knowledge from subject matter experts and R&D, ensuring content quality, relevance, and accessibility for all stakeholders.

Hours Of Work / More Important Information For You

• Our base is in the Jerusalem, Israel office, working in a hybrid model
• This is a full-time position
  
  

At Clarivate, we are committed to providing equal employment opportunities for all persons with respect to hiring, compensation, promotion, training, and other terms, conditions, and privileges of employment. We comply with applicable laws and regulations governing non-discrimination in all locations.