LogMeIn

  • Senior Content Strategist

    Job Locations US-MA-Boston
    Category
    Customer Care
  • Overview

    The vision of the Care Support Platform (CSP) is to help our customers help themselves by creating innovative solutions delivered to each customer’s channel of choice. This is done through an intelligent CSP that provides customers with an effortless self-help journey; and enable our internal teams to gain insights into actionable information. Our goal is to evolve the CSP to be powered by Bold 360ai (https://www.bold360.com/).

     

    We are looking for an experienced Sr. Content Strategist for the CSP Team to help drive the development of resources and standards used to create self-service experience and in-product help content delivery companywide.

    Responsibilities

    • A systems thinker: analyze and optimize process and content creation workflows.
    • An influencer: use your interpersonal and leadership skills to positively influence change management in a fast-moving org.
    • A champion of quality: identify and execute on content improvement initiatives.
    • Apply and maintain consistency with content standards at scale in a fast-growing team
    • Apply strategic planning skills to create a long-term vision for the content that is generated
    • Firm understanding of user experience and strong search engine optimization (SEO) experience is preferred.
    • Regularly review creative work with CSP Team leadership to get feedback on direction, and to ensure the work is aligned with other activities.
    • Organize information by translating user behavior into media structure and elements, crafting interactive experiences, producing workflow diagrams, flowcharts, and storyboards.
    • Manage complete inventory of content systems on the CSP with the goal of unifying them to be in one content management system
    • Perform content audits and qualitative analyses of all the content on a network of sites and social media accounts) as well as gap analyses.
    • Create and own the information structure standard manual to guide content writers
    • Regularly audit content served to our users to evaluate any improvements needed by looking at data
    • Organize the information through grouping, identifying the relationship between content, labeling, tagging to better serve the content to site users.
    • Develop content taxonomy to create standardized language for terms.
    • Explore the need for offering CaaS model (Content-As-A-Service)

    Qualifications

    • Bachelor’s degree with 5+ years working with content for web or mobile experiences
    • A strong understanding of business strategy with the ability to apply it to an overall content approach.
    • Understand design thinking and user experience and thrive in a flat, fast-moving organization that uses light-weight process to have a huge impact
    • Job Skills:  Excellent communication skills, editing skills, organization skills, attention to detail.
    • Strong analytical, problem-solving, decision-making, and creative thinking abilities
    • Excellent written, verbal, and interpersonal communication skills
    • Basic understanding of artificial intelligence/machine learning technologies
    • Familiarity with content engineering, internationalization or localization, content accessibility and/or implementing CaaS is a plus.

    About

    LogMeIn simplifies how people connect with each other and the world around them to drive meaningful interactions, deepen relationships, and create better outcomes for individuals and businesses. One of the world’s top 10 public SaaS companies, and a market leader in communication & conferencing, identity & access, and customer engagement & support solutions, LogMeIn has millions of customers spanning virtually every country across the globe. LogMeIn is headquartered in Boston with additional locations across North America, Europe, Middle East, Asia and Australia.

     

    OUR VALUES
    Be Accountable - even when no-one is looking
    Thrive Together - greatness comes from unlocking each other’s potential
    Advance Confidently - we find opportunity and act on it
    Collaborate Openly - our whole is greater than the sum of our parts
    Engage Fearlessly - we speak up and listen

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