Digital Content Lead

An opportunity is available to join an exciting and innovative tech start-up. Xergy is creating a disruptive cloud-based work management platform (Proteus) that will simplify the way a business works; enabling greater efficiency and workforce flexibility. It will bring complete reputational transparency to the quality, availability and cost effectiveness of the intellectual resource needs of the energy industry.

We are looking for a highly motivated individual that will deliver the highest level of service to our customers. Your job will be to work closely with our sales, marketing and customer support teams to ensure that new customers are provided with the knowledge and tools they require to take maximum benefit from the product and services they receive. You will be involved in new customer lead generation, onboarding, technical support and educating customers how to get the most of the platform.

Responsibilities of the role

  • Serve as the primary person responsible for the creation and management of 1st line help / support content for potential and existing customers
  • Collaborate with the sales and marketing teams to create content that will provide potential customers with insight about the product benefits
  • Create workflow strategies that enable lead generation follow-up activity
  • Develop content that supports onboarding of new customers and the training of new users
  • Provide content directly to customers and users to ensure they get the most out of the platform
  • Analyse user metrics to create content that builds customer usage and satisfaction ratings
  • Collaborate closely with other team members to support customer retention and expansion opportunities

Core tasks

The principle tasks of the role are to:

  • Create content driven workflow strategies using the online help system Intercom
  • Support the development of FAQs, User Guides, How to Videos, Training materials and in-depth support articles
  • Manage the upload of content, carry out QC on content to Intercom and YouTube channels
  • As required support social media activity being developed by external PR agencies
  • Carry out data analytics on online support content, adapt and develop content
  • Interface with the development team to support online help system enhancements and upgrades
  • Support the activities of the Proteus User Hub.

Skills required:

  • Creativity
  • Customer empathy
  • Excellent social skills
  • A listener who is hungry to learn
  • Analytical and strategic mindset
  • Digital native; comfortable with technology
  • Excellent written communication and presentation skills
  • Attention to detail
  • Good organisation and planning
  • Be a brand ambassador for Xergy

Experience Required

Essential

  • Digital media, marketing and communications qualification
  • Online content creation
  • Minimum of 1-2 years workin in a b2b environment

Preferred

  • Working with online tech platforms
  • Working in a tech start-up

Key Interfaces

Internal

  • The role will report directly to the Head of Operations
  • UK Sales and Business Development team
  • Technical development team leads

External

  • External design and PR agencies.

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