Job Description
What you will do:
- Manage day-to-day operations and service delivery to new and existing clients
- Guide your team in customer service, onboarding, and training best practices.
- Improve overall department and organization efficiency and performance by identifying opportunities to enhance internal processes.
- Gather and leverage customer interaction data to inform and analyze which processes are working and which can be improved.
- Set clear objectives, evaluate progress and develop a high-performance culture with focus on collaboration, service excellence and customer engagement.
- Ensure working practices are well defined and operational using technology to improve efficiency as appropriate.
- Encourage open communication between team members, suggesting and driving forward ideas about how the team can work more effectively together
- Collaborate extensively with other internal functions including Sales, Product Enablement, Product Analytics, and Customer Experience to improve our client's experience in measurable ways
- Develop and implement training programs to drive individual performance by focusing on technical and soft skill development
- Develop a culture of continuous improvement and manage change both at an individual and team level
You need to have:
- Bachelor’s degree required or equivalent experience.
- A minimum of 4 years of relevant experience, with management or demonstrated leadership experience required.
- Experience in customer success or account management
- Knowledge of Salesforce or a similar CRM is preferred.
- An understanding of Bloomberg Industry's product offerings, BLAW, BTAX or BGOV
- Experience leading, coaching, or mentoring of colleagues in a customer support role.
- Experience managing multiple priorities and multiple small projects simultaneously.
Bloomberg Industry Group IS AN EQUAL OPPORTUNITY EMPLOYER and fully subscribes to the principles of Equal Employment Opportunity. Bloomberg Industry Group has adopted an Affirmative Action Program to ensure that all applicants and employees are considered for hire, promotion, and job status without regard to race, color, religion, sex, national origin, age, disability, gender identity, sexual orientation, marital or familial status, pregnancy, childbirth, or related medical issues, genetic information, disabled veteran, veteran, a veteran of the Vietnam Era, or any other classification protected by law.
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