What are the responsibilities and job description for the Head of Client Success and Engagement (INDG) position at Bloomberg Industry Group?
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:
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”).
What you will do:
- Direct and oversee all aspects of the customer service operations, policies, objectives, and initiatives.
- Manage all operational and daily activities of the Product Support, Tech Support and Sales Support teams.
- Ensure clients receive effective and timely resolution of all issues in compliance with service level agreements.
- Establish policies, procedures and tools that produce world-class customer service.
- Align customer service with data analytics to drive continual improvement and support 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, including Sales 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, and efficiency/effectiveness.
- 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
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”).
