Knowledge Manager, Professional Services Excellence

Knowledge Manager, Professional Services Excellence

Strategy & Execution Amsterdam

This is Adyen

Adyen provides payments, data, and financial products in a single solution for customers like Meta, Uber, H&M, and Microsoft - making us the financial technology platform of choice. At Adyen, everything we do is engineered for ambition.

For our teams, we create an environment with opportunities for our people to succeed, backed by the culture and support to ensure they are enabled to truly own their careers. We are motivated individuals who tackle unique technical challenges at scale and solve them as a team. Together, we deliver innovative and ethical solutions that help businesses achieve their ambitions faster.

The newly setup Professional Services Excellence team exists to solve these challenges at the root and build the capabilities Professional Services needs to be successful  mission is to build the systems, insights and capabilities that allow Professional Services to deliver consistently, efficiently, and with confidence, as we grow. Results from a recent Professional Services survey shows that 70% of the team spends fewer than 40% of their time on projects with customers.

If we get this right, we expect to materially increase the time our teams can focus on high value customer interactions.

The Professional Services Excellence team is fully part of Professional Services, sitting close to the team members delivering with customers every day. The Head of Professional Services Excellence will join as a peer to the Professional Services Leadership team, reporting into the VP of Professional Services. This ensures that the team is close to the every day interactions of our team, and able to understand and respond to customer and team delivery pains.

What you’ll do

• Knowledge Creation and Collaboration
• Partner with SMEs inside and outside of Professional Services to address content needs, close knowledge gaps, and turn tribal knowledge into documentation.
• Work with internal tech writers, product teams, tech leads or SMEs to turn new features into “what this means for us” guidance.
• Work across the IM, POM and PO domains to build repeatable structures for knowledge sharing and collaboration.
• Create simple pathways for team members to contribute and request content, while safekeeping quality and consistency.
• Collaborate with the TLs to cultivate the culture of knowledge sharing by ensuring wins, learnings and best practices are visible across Professional Services and help make knowledge sharing an expected and rewarding part of how we operate
• Build and maintain the system and governance for Knowledge
• Own the operational knowledge base for IM, POM and PO.
• Define and maintain the structure, standards, and ownership model for Professional Services knowledge, covering internal Professional Services documentation, educational tracks, kickoff decks, and delivery best practices & playbooks.
• Implement and maintain governance for how knowledge is created, reviewed, updated, and retired, ensuring accuracy and accountability across our teams.
• Establish consistent taxonomy, tagging, and categorization to ensure knowledge is easy to find and AI ready.
• Monitor usage, feedback, and analytics to identify gaps, redundancies, and opportunities for improvement.
• Scaling Knowledge Through Tooling & AI
• Collaborate with technology partners across Adyen to shape and apply AI solutions that improve the creation, maintenance, and accessibility of our knowledge.
• Drive adoption of knowledge systems and ensure teams use them consistently.
• Experiment with new approaches or tools to improve discoverability, freshness, usability, in our tooling & knowledge ecosystem.

Who you are

• 3+ years of experience in content strategy, technical writing, or similar roles with a central aspect of knowledge management.
• Thrives on learning new and complex topics, is motivated to challenge the status quo, enjoys making knowledge accessible, and creating impact beyond their own work.
• Ability to collaborate effectively across teams and influence without direct authority.
• Great writing and editing skills, with the ability to translate…