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, with ideally 2+ years of experience managing people leaders.
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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