As a member of the Global Content Operations team in Flexera you will manage a team of Content Analysts who are the key contributors to collecting, curating, researching and validating customer discovered and market data that drives Flexera’s Technopedia product and the Data Platform. Data is the fuel that drives customer value against enterprise wide technology assets and is key to bringing visibility to product normalisation, license optimisation, vulnerabilities, and open source.

Flexera has built the largest and most comprehensive repository of market intelligence on technology assets on the planet. We connect decision makers to the systems and information they need, by enabling a common data language and view across their business. The world’s largest repository of software and hardware asset, vulnerability, and open source data platform will unite the software industry, and strengthen the supply chain everyone depends upon.

We are looking for a Content Manager who is highly organised, detail-oriented and productive to work within the global Content Operations group, with primary focus on the management of operations staff in NAM and EMEA. The successful candidate will report to the Director of Content Operations and will have an amazing opportunity to help maximise the performance of a critical growth function for Flexera. The Content Manager will be responsible for training, coaching, and managing performance to ensure customer expectations and content resolution goals are met and exceeded 

Responsibilities:

- Manage a team of Content Analysts geographically located in California and Belfast, N.Ireland to respond to external Customer and internal Sales, Product and Support requests, to enrich our Data Platform with new content, according to our resolution goals

- Lead efforts for requests to investigate content related issues, identify root cause and remediate

- Conduct research, investigate and collect data on software and hardware products from various sources and curate the data into the Data Platform

- Relate data points from 3rd party vendors and product suppliers, and ensure consistency, quality and accuracy in our normalised database

- Advise how data drives customer value, business use cases and decision making

- Identify, analyse, and interpret trends or patterns in complex data sets

- Track the latest information from the IT market and other vertical markets (Medical, Finance and Banking) and update/maintain a comprehensive reference catalog with the most up-to-date information

- Ensure that the Content team operate with consistency, quality and accuracy in relation to our Content Operations standards

- Communicate effectively with Support, Engineering and Product Management regarding enrichment, defects, data alignments and gap-fill requests

- Work directly with our Customer Success Managers and our customers to understand their success criteria, and that all efforts continue to ensure our customers achieve success with our products

- Lead continuous improvement and reengineering initiatives that further the objectives of our content vision

- Confidently promote our team’s principles across the organisation

Requirements

To be successful the Content Ops Manager will need to have some (if not all) of the following attributes:

- Ability to manage and motivate a team of Content Analysts across multiple time zones. Set goals, monitor and evaluate performance levels. Ensure continuous development through 1-2-1’s and coaching

- Firm understanding of IT Asset Management (ITAM), software and hardware product, version, edition and release management

- Familiarity with product taxonomy, categorisation, lineage and lifecycle nomenclature (EOL, EOS, Obsolete)

- Familiarity of software licensing including open source and vulnerabilities.

- Familiarity of software vulnerabilities and patching.

- Familiarity with SaaS, PaaS and IaaS and Cloud technologies.

- Familiar with ticketing tools such as Service Now, Salesforce and JIRA

- Firm understanding of process workflows and reporting techniques using Excel, Word and PowerPoint

- Knowledge of databases, API’s, SQL, scripting languages and process automation is advantageous

- Strong interpersonal skills, a team player

The Following Personal Qualities Are Desired

- Passionate about self-learning and active in the (local or online) tech community

- Highly motivated with attention to detail and strong problem-solving skills

- Self-driven and prepared to go the extra mile when the team is up against it

- Achieves the right balance of confidence and respect

- Ability to communicate effectively and efficiently across internal and external stakeholders

The Role Will Offer You In Return

- An opportunity to be part of a truly global team, geographically dispersed across NAM, EMEA and APAC

- The scope to learn how data is central to enterprise asset management

- A team which values trust and community

Exceptional candidates who do not meet some of the above criteria may be considered, if they have relevant alternative experience. 

Flexera is an Equal Opportunity Employer