Rowan Case

Experience

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  ST. JOHN'S COLLEGE BOOKSTORE

  Jan 2010 - Jan 2012

  ST. JOHN'S COLLEGE BOOKSTORE STUDENT AIDE
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  Cheezburger, Inc.

  Jul 2012 - Feb 2013

  Junior Editor

  Sought licensing permissions for user-uploaded assets. Assembled manuscript for day-to-day calendars with I Can Has Cheezburger? and FAIL themes. Edited hard copy for two day-to-day calendars, two monthly calendars, and a short book with similar themes. Assured accuracy of photo asset credits.

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  Words for Less

  Jan 2013 - Jan 2013

  Assistant Editor
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  Words For Less

  Apr 2013 - Jul 2015

  Senior Editor

  In this role I wrote and edited monthly newsletters, wrote and edited frequent blog posts, and maintained a working relationship with authors and clients to provide high-quality, search engine optimized blog content for a variety of audiences on a number of topics, and also wrote client's blog posts myself. Worked with a number of junior editors to maintain good client relations and overall content quality.

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  Content Runner

  Oct 2013 - Jul 2015

  Senior Editor

  In this role, which was very similar to and concurrent with my role at Words For Less, I wrote and edited monthly newsletters, wrote and edited frequent blog posts, and maintained a working relationship with authors and clients to provide high-quality, search engine optimized blog content for a variety of audiences on a number of topics, and also wrote client's blog posts myself. Worked with a number of junior editors to maintain good client relations and overall content quality.

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  Moz

  Jul 2015 - Aug 2018

  Customer Support Engineer II and Content Enthusiast

  While my primary duties were in the realm of support (live chat, responding to customer queries with a high degree of technical precision and written accuracy and clarity), I spent much of my time partnering with my fellow Helpsters to write and edit the Help Hub and write, structure, build, and edit our internal training document, the Helpteamnomicon. I also had the great pleasure of working with the Content team on editing blog posts, writing onboarding documentation, and writing content for the Learn Center about SEO best practices. Show less

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  CMX Media

  Jun 2018 - May 2019

  Freelance Blog Editor/Strategist

  A lovely little side gig helping out with CMX's blog content and strategy. I wrangle guest post authors, edit drafts, polish them in WordPress, and have just ventured into writing for the blog as well. Check out their blog at https://cmxhub.com/browse/.

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  Followerwonk

  Aug 2018 - Feb 2019

  Freelance Writer/Editor, Social Media Manager, and Customer Support

  Write and edit content for the Help Hub and resolve customer queries as needed. Manage the Followerwonk Twitter account.

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  Trakstar

  Feb 2019 - Dec 2020

  Customer Success Manager

  (Formerly, Reviewsnap)Supported several brands’ customers via Freshdesk/Helpscout tickets, email, phone calls, and GoToMeeting/Zoom screen sharing sessions, developing rapport with clients and providing first-class service to help solve problems, answer questions, and ensure successful functioning of performance management softwareFully onboarded new clients by guiding them through several weeks of training on the software, customizing each instance for the client’s organizational needs and empowering them to take the reins as administratorsManaged hundreds of personal client relationships, including becoming intimately familiar with HubSpot and SalesforceTook responsibility for offering insights to clients that will help drive adoption and revenue initiativesEducated customer base on new features or less-explored features of the tools by scripting and hosting webinars for hundreds of registered attendeesProvided feedback from clients to engineering, making a business case for new features to be added and work to be prioritized based on customer feedback and their business needsEdited and maintained existing support articles and videos, providing insight into any gaps in knowledge or pain points from clients Show less

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  Imperative

  Mar 2021 - Apr 2023

  Customer Solutions Manager and UX Designer

  Imperative is the enterprise peer coaching platform that combines AI technology and behavioral science to manage, scale, and measure peer coaching programs that address the needs for social connection and learning in the new world of work. Imperative is powered by its employee purpose profiling technology that enables the platform to accelerate trust between employees and enable everyone to serve as a coach for each other - reducing turnover by 35%.

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  Tech Fleet

  Sept 2023 - Dec 2023

  UX Content Writer

  I participated in Tech Fleet's project for helping revivify the Global Justice Ecology Project (GJEP) website on the UX Writing team, as an apprentice. I was one of three apprentices under two leads, and together we provided GJEP with recommendations for overhauling their on-page copy, including extensive Voice and Tone suggestions, an On-Page SEO guide (which I authored and spearheaded), and thorough alt-text recommendations for their most recent efforts. This project was Phase 1, and took about twelve weeks from start to finish. We worked cross-functionally with Product Strategy, UX Design, and UX Research teams to refine and customize the GJEP website to attract more traffic, convert more visitors to donors, and get the word out about what GJEP is doing to help make the planet a better place to live, particularly for underrepresented Indigenous communities worldwide. I spent most of my time working with SEO tools to do an SEO audit of on-page content, find ranking keywords and make additional keyword suggestions, discovering the intersection of high-traffic keywords and low keyword difficulty (the sweet spot where GJEP could rank if they optimized their site just a bit), and writing the On-Page SEO Guide with both general knowledge info and specific examples for GJEP's site. I also tried to teach the rest of my team and other interested parties as much as I could about On-Page SEO in general, becoming something of a subject matter expert for the project. Show less

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  Group LGBTQ+

  Apr 2024 - now

  VP of Sales

  Connecting LGBTQ-owned businesses, creators, influencers, educators, and outlets with advertisers to provide much-needed revenue and exposure to the LGBTQ folks, as well as positive media representation and wider reach to the advertisers. If you're interested, please reach out!