New

Head of Client Success and Engagement (INDG)

Bloomberg Industry Group
parental leave
United States, Virginia, Arlington
1801 South Bell Street (Show on map)
Apr 02, 2025
You serve a crucial role in delivering world-class customer service to our customers. You work with key stakeholders to establish the best practices and drive continuous improvement. You provide oversight and guidance across all Bloomberg Industry Group support product lines to exceed customer expectations and support sales growth. What you will do: Direct and overseeall aspects ofthecustomerserviceoperations,policies, objectives, and initiatives. Manage all operational and daily activities of theProductSupport,TechSupportandSalesSupportteams. Ensure clients receive effective and timely resolution of all issues in compliance withservicelevelagreements. Establish policies,proceduresandtoolsthat produceworld-classcustomer service. Align customer servicewithdata analytics to drive continual improvementandsupport sales. Assist the Sales organization by bridging the gaps between departments, managing large client projects, and identifying opportunities to improve efficiency, and/or enhance the client's experience. Communicate service performance levels to key stakeholders, includingSales and Service, Finance and Product leadership teams. Manage resources, including sourcing for, hiring, developing, and retaining high-performing staff. Manage resources to achieve objectives and satisfy client requirements; promote cooperative and harmonious working climate conducive to maximum employee morale, productivity, andefficiency/effectiveness. You need to have: Bachelor's degree with substantial coursework in business, marketing, economics, and/or psychology. 7 years of customer-facing sales support experience in a SaaS, Financial or Research application product environment. 5 years in a customer-facing management role managing a team of 10+ customer and technical support staff. 5 years people management experience Equal Opportunity Bloomberg Industry Group maintains a continuing policy of non-discrimination in employment. It is Bloomberg Industry Group's policy to provide equal opportunity and access for all persons, and the Company is committed to attracting, retaining, developing, and promoting the most qualified individuals without regard to age, ancestry, color, gender identity or expression, genetic predisposition or carrier status, marital status, national or ethnic origin, race, religion or belief, sex, sexual orientation, sexual and other reproductive health decisions, parental or caring status, physical or mental disability, pregnancy or maternity/parental leave, protected veteran status, status as a victim of domestic violence, or any other classification protected by applicable law ("Protected Characteristic"). Bloomberg prohibits treating applicants or employees less favorably in connection with the terms and conditions of employment, in all phases of the employment process, because of one or more Protected Characteristics ("Discrimination").