Jacob Watts Email & Phone Number

Refreshing an existing, six-year-old KCS program leveraging Salesforce Knowledge and Confluence.

California, United States

Contracted to revamp existing KCS program.

Remote, Ca

Led the Knowledge Operations team supporting knowledge management (KCS), knowledge base platform administration, quality management, training, and support readiness management.-Implemented and administered Upland Software's RightAnswers knowledge base platform and managed the vendor relationship-Implemented KCS methodology and grew the knowledge base from 400 articles by 700% in under 2.5 years-Collaborated with IT to integrate RightAnswers into an MS Dynamics self help customer support portal via APIs-Oversaw the development of the Customer Support Quality Program from the ground up with no budget-Investigated AI and generative AI tooling for the contact center and brought multiple automated quality management (AQM) vendors to POC-Led a Customer Support Training program and Support Trainer for 1.5 years until the program was centralized into a dedicated training team-Oversaw the development of new training and mentoring programs-Oversaw the development of a new Support Readiness Management program

Remote, California

Launched a new KCS program with a 1-year-old Salesforce Knowledge knowledge base.-Increased the size of the knowledge base from approx. 1.1k articles to over 4.3k articles-Increased attach rate from 5% to 60% and climbing-Trained all 200+ direct-hire tech support engineers and two outsource pilot teams-Built a KCS Coach program-Built a program SharePoint site with all process and program documentation-Overhauled Salesforce tooling and implemented Coveo unified search for Service Cloud

Remote, California

Managed the modernization and reboot of a global KCS program in Red Hat's Customer Experience and Engagement organization, consisting of over 1,000 KCS contributors and 200+ leadership/Ops personnel.•Rebuilt a global KCS Coach program, establishing a regional lead coach structure with recurring regional and global meeting cadence to ensure proper communication flows and exchange of best practices•Collaborated with the Analytics team on development of KCS Adoption, KCS Contributor, and Evolve Loop dashboards•Collaborated with Training on development of training modules for new hires and new KCS Coaches•Collaborated with the Customer Portal engineering team on tooling and search enhancements•Developed a quarterly peer-based recognition program, including custom branded swag to recognize top contributors•Consolidated disparate process documentation into two Jive communities (program + coaching)

Responsible for program management of the Customer Success knowledge management program, with a focus on process documentation.•Led a Knowledge Base Author Team of volunteer CSMs who authored over 4,000 process-related articles•Develop and manage KCS-based processes supporting the creation, editing, and publication of KB articles•Provide, analyze, and make actionable KB report data•Develop and deliver KB training and documentation•Promote and market the KB to increase utilization•Build and manage cross-functional relationships to grow KB utilization outside of the organization•Improved internal user satisfaction rate 10% year-over-year for two years (ending at 90%)•Active member of the Consortium for Service Innovation (http://serviceinnovation.org)--Regularly participated in program team meetings and related events, providing input that led to development of KCS v5.3 and the inception of v6.--Participated in the development of the KCS Publisher exam (replaced with v6 Fundamentals)•Co-lead the business side of a project to migrate from BMC Remedy to Salesforce Service Cloud for case management•Co-lead the business side of a project to migrate from Primus eSupport to Salesforce Knowledge

Responsible for IT administration and project management for case and knowledge management tools, BMC Remedy and Primus eServer.•Supported analytics platforms for case management and KB and reporting automation•Collaborated with cross-functional and global IT groups to upgrade the underlying KB infrastructure•Participated in upgrading AR System/Remedy platform from 5.0.1 to 6.0.3•Overhauled the custom-built Feature Request application for Product Management

Responsible for managing all aspects of a case/incident management platform (BMC Remedy):•Scoping, submitting, and testing business requirements in collaboration with IT•Recurring and ad hoc analytics•New hire and ongoing training delivery•Process design and documentation•Participated in the initial implementation of a new knowledge base system (Primus)--Assumed ownership of program management of the implementation, including content management, process management, and relationship management with IT, and increased adoption within Support

•Resolved technical questions and problems relating to WebEx SaaS-based products•Participated heavily in the early development of BMC Remedy Help Desk case management platform

•Fielded Technical Support calls and regularly served as a team lead

•Extensive troubleshooting of various forms of hardware and software