Note: The job is a remote job and is open to candidates in USA. Experian is a global data and technology company that empowers opportunities for people and businesses. The KCS Coach Lead & Sales Enablement Specialist will lead the adoption of Knowledge-Centered Service practices, coach teams on KCS principles, and ensure knowledge usage among sales teams to support customer engagement and product understanding.

Responsibilities

• Lead the KCS coaching program by training, mentoring, and supporting teams on KCS principles, processes, and standards
• Coach Contributors, Publishers, and Candidates to improve knowledge creation, reuse, and adoption
• Conduct regular coaching sessions, feedback loops, and proficiency development to drive continuous improvement
• Review and validate knowledge articles for quality, accuracy, and adherence to Content Standards
• Monitor KCS performance metrics and provide insights on adoption, quality, and effectiveness
• Partner with managers to strengthen KCS behaviors, accountability, and performance expectations
• Ensure new sales hires are equipped with accessible, accurate, and reusable knowledge to support customer conversations
• Translate operational and product knowledge into clear, consumable content that supports consistent messaging
• Identify gaps in onboarding content and improve materials based on feedback and performance trends
• Collaborate with Product, Support, Training, and SMEs to ensure knowledge accuracy and completeness
• Be a liaison between knowledge management and business teams to align on content, messaging, and priorities
• Identify opportunities to improve efficiency through knowledge reuse and process enhancements

Skills

• 5+ years of experience in Knowledge Management, KCS, Coaching, or related field
• Understanding of KCS methodology and coaching practices
• Experience training individuals or teams
• KCS v6 Certification or comparable experience
• Experience supporting Sales Enablement or onboarding programs
• Familiarity with knowledge platforms (e.g., Salesforce Knowledge, ServiceNow)
• Experience developing training programs and onboarding materials

Benefits

• Great compensation package and bonus plan
• Core benefits including medical, dental, vision, and matching 401K
• Flexible work environment, ability to work remote, hybrid or in-office
• Flexible time off including volunteer time off, vacation, sick and 12-paid holidays
• You will be also eligible for a variable pay opportunity

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