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Content Management Analyst - Social Media

Company: Wolters Kluwer
Location: Jefferson City
Posted on: January 23, 2023

Job Description:

**Basic Function**Requires in-depth conceptual and practical knowledge within the Content Mgt/Publishing job family group. Works independently under minimal guidance. Carries out a full range of professional duties and solves moderately complex problems. Exercises judgment based on the analysis of multiple sources of information. Leads team projects or project steps within a broader project or has accountability for ongoing activities or objectives. Uses advanced analytical, technical and problem-solving skills to adapt policies and programs and develop models to support small projects or the team.**Essential Duties and responsibilities**As part of our continued focus on improving our digital customer experience we are looking for an experienced Customer Community & Content Manager. In addition to the Customer Community the role will also have responsibility for defining the maintenance strategy for all post-sale customer enablement content that is accessed from the Customer Community. In this role the successful candidate will work as part of a virtual team to increase the usage of the Customer Community and help make it the destination of choice for customers when they need an answer to their product and support queries. Primarily this will comprise of working with the relevant product and service specialiststo define a calendar of content activity, ensure customer posts and questions are actioned in a timely manner and that customer feedback on the Customer Community is gathered and addressed.The role also requires you to support internal customers to help increase their confidence and interactions with the Customer Community. We will continue to evolve the Customer Community in the coming months and this role offers a fantastic opportunity to help lead this evolution. Improved searching, Gamification, AVA Chatbot and a new Learning Management System are all on the future roadmap.+ Manage & monitor the Customer Community posts and discussions. Provide support and training for internal users on the Community+ Encourage internal users to respond to posts and comments where required+ Build/source a calendar of engaging & useful content to post on the Customer Community working alongside business experts Work with the relevant product and service experts to agree what content would be useful to highlight in the Customer Community each week with the view to aiding case deflection+ Work with the commercial team to agree a communications plan for promoting upcoming releases along with new features/enhancements+ Utilize Google Analytics and other BI Tools to help drive adoption of the Community and enhance the experience for customers Attend relevant J2C meetings to ensure that customer access to our digital services is incorporated into our cloud-based products+ Work with the Digital Customer Experience Manager to agree what features and requests to include in the backlog to further enhance the Customer Community+ Provide Customer Service managers and the rest of the business with updates on enhancements made to our digital offering. Also attend User Groups/Live Webinars/Customer Focus Groups when required to update our customer base+ Work with our Digital Marketing Specialists to ensure the Customer Community remains on brand and that that any relevant content posted on other social channels could be reused+ Work with the Digital Customer Experience team and other stakeholders to build and implement a content strategy for all online enablement content, including online help, knowledgebase articles & eLearning videos.+ Work with relevant stakeholders to enhance the look and feel of our online help and to define the standards and quality control procedures across all our digital content offering**Other Duties**Performs other duties as assigned by supervisor.**Job Qualifications**Education:Bachelor Degree in Marketing Communications, Business or Information TechnologyExperience:+ 5+ years' experience in a communications or PR role+ Ability to develop creative, engaging and original content+ Exceptional written and oral communication skills+ Good customer service and interpersonal skills+ Friendly and outgoing personality+ Knowledge of search engine optimization (SEO) and web metrics+ Proficient in word processing applications, spreadsheets, presentation software and social media management tools+ Good judgment and problem-solving skillsOther Knowledge, Skills, Abilities or Certifications: (First list requirements, followed by preferences.)+ Maintains the voice of the Wolters Kluwer brand in all posts and interactions.+ Ensures all content being shared has a purpose and meets the expectations and needs of Tax & Accounting North American followers+ Schedules, posts, and engages customers, partners and colleagues on all community content.+ Creates, manages, and follows up with all contests, giveaways, and promotions within Community+ Ensures community rules and guidelines are being followed by all community members.+ Measures results of all content and work on social (and makes modifications when necessary).+ Keeps up with industry trends and updates made to the platform at hand.+ Knows what audience members want and need out of the shared community content.+ Displays a high level of emotional intelligence and customer empathy when engaging with customers on the community+ Creates a collaborative and engaging space for followers and members to ask questions, get help, feel supported, share ideas, provide feedback, and solve problems.**Travel requirements**Up to 25% travel within the United States**Physical Demands**(Include statements that indicate manual dexterity, physical effort, working conditions or exposure to hazards required by the job. Otherwise indicate "Normal office environment." If desired, a more detailed ADA form can be included.)**Compensation:**Target salary range CA, CT, CO, NY, WA:: $65,100-$90,150**Additional Information** :Wolters Kluwer offers a wide variety of competitive benefits and programs to help meet your needs and balance your work and personal life, including but not limited to: Medical, Dental, & Vision Plans, 401(k), FSA/HSA, Commuter Benefits, Tuition Assistance Plan, Vacation and Sick Time, and Paid Parental Leave. Full details of our benefits are available upon request.EQUAL EMPLOYMENT OPPORTUNITY Wolters Kluwer U. S. Corporation and all of its subsidiaries, divisions and customer/business units is an Equal Opportunity / Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or protected veteran status.

Keywords: Wolters Kluwer, Jefferson City , Content Management Analyst - Social Media, Executive , Jefferson City, Missouri

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