Lead Specialist, Customer Service Enablement – Knowledge Management

This is a fully remote position, open to applicants in Maryland.

📋 Description

• Oversee the transition of knowledge systems to Salesforce and associated tools.

• Take responsibility for the migration strategy, including inventory management, data cleanup, taxonomy, and workflow processes.

• Set up continuous governance standards and a regular review schedule.

• Collaborate with IT, Support, Sales, and Product teams to enhance adoption and operational efficiency.

⛳️ Requirements

• Background in knowledge management and migration strategies.

• Proficiency in Salesforce and related knowledge management tools.

• Demonstrated capability to establish ongoing governance and promote adoption across various teams.

• Strong analytical abilities to assess success using metrics.

• Excellent teamwork skills to work effectively with different departments.

🏝️ Benefits

• This position is eligible for Pearson’s annual incentive program.