Rebecca Roberts

Summary

An innovative B*B corporate communications, content marketing, content strategy and technical communications professional.

Experienced creating and executing digital marketing and social media campaigns.

Experience managing content marketing and strategy and creating content to match target audiences and fill the sales funnel.

Excellent cross-functional collaboration skills, project management and team leadership abilities

Successful record of delivering innovative content, reducing costs, improving quality and exceeding expectations.

Accomplishments

Built and led award-winning writing teams in both marketing and technical communications.

Developed and drove highly visible, strategic marketing programs including partner certification, customer reference and customer loyalty. Managed a global team and provided company-wide training and program collateral supporting and promoting these programs.

Successfully worked with regional marketing teams to translate the corporate website into 9 languages and standardized translation/localization processes across regions.

Education & Certifications

Baylor University, Waco, Texas

BA Journalism/Public Relations

Mercer University, School Of Engineering, Atlanta, GA

M.S. Technical Communications Management

Professional Experience

Sr. Manager, Corporate Communications, Cyara Oct. 2014 - Current

•Provide B2B Content Development, Content Marketing and Content Strategy for a global company specializing in automated customer experience testing for contact center solutions.

•Write and design web content (WordPress platform), blogs, social media posts, customer case studies, white papers, datasheets, etc.

•Create formats and processes for content development to update and modernize content assets.

•Create marketing messaging guide and personas for developing targeted content.

•Develop content assets and workflows for digital marketing using Hubspot marketing automation platform.

Wells Fargo, San Francisco, CA Aug 2013 - July 2014

Content Editor, User Experience, Wholesale Banking Internet Services

•Created content and managed content strategy for the Wholesale Banking Wires application (43K customers and over 100K users) on the Commercial Electronic Office®, an industry award-winning banking portal.

•Participated in product development meetings and user testing as a member of the user experience team developing software applications (Agile-based).

•Edited all customer-facing communications for the Wholesale Banking division.

•Created and managed standards and processes for the content development team.

Genesys, Daly City, CA Mar 2012 - Mar 2013

Online Content and User Experience, Director, Daly City, CA

Responsible for all content marketing and product messaging to engage key audiences and accelerate the sales process. Core activities included rewriting all web content, creating original content, managing a daily blogging program, and working with product marketing to fill the gaps for missing product content. (www.genesyslab.com)

Created and launched persona-based content to attract key customers, content maps to ensure coverage for different types of content based on product’s lifecycle and strategic value for revenue. Content types included emails, infographics, editorial copy, video scripts, tutorials, webinars, etc.

Created and managed editorial calendar and tracked results of content.

Marketing Communications Director, Daly City, CA May 2011 - Mar 2012

Managed in-house team and external vendors and a budget of $500K to produce all marketing collateral, website content, white papers, brochures, customer case studies, videos and social media content.

Produced on average 35 to 40 new pieces of content per month.

Directed a complete rebranding

Created and launched an organized content marketing strategy mapping content to audience personas and product lifecycles

Sr. Marketing Programs Manager, Daly City, CA Mar 2006 - May 2011

Multi-faceted, challenging role focused on projects and programs to optimize a global marketing team and build relationships with sales and customers. In this role, led several key programs as described below:

Partner Marketing - Launched a global partner certification program to certify the effectiveness of partner companies who resold Genesys software. Managed a weekly partner webinar, partner communications, global partner events and a partner portal. During this time period, partner certifications increased by 50%.

Customer Reference - Built a SaaS-based customer reference database with over 2,100 customers. Trained the global sales team in the use of this tool and increased customer testimonials by 75% utilizing Genesys software to capture customer stories. Integrated this database with Salesforce and SAP for a comprehensive view of the customers.

Customer Loyalty - Designed and led the company's first Net Promoter based customer survey program.

Sr. Technical Communications Manager, Daly City, CA 94521 Aug 2000 - Mar 2006

•Managed a global team of technical communicators. Responsible for editing and delivery of technical documentation (over 3,000 files). Had direct management responsibility for 4 editors and 6 writers and matrix-management for 25 writers located around the world.

•Created document templates, department style guide, and the document library CD and ensured that all files were posted on the support website.

•Created and conducted training for the documentation team and for the engineering division on documentation practices.

TSYS, Columbus, GA Sep 1998 - Jul 2000

Associate Director, Online Project Manager, Columbus, GA

Responsible for the online analyst portal, media relations, online advertising, and events and edited a monthly journal on emerging technology.

Managed a small team with total responsibility for the corporate website (www.tsys.com). TSYS is a global payment services company with annual revenue of approximately 2 billion dollars.

Developed styles and guidelines for the website and for websites of three subsidiary companies to ensure they met the needs of users and stakeholders

Redesigned the corporate site to be the online face of the company in conjunction with the company’s move to a new $100 million dollar campus.

Created the first multimedia sales tools used by the company.

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