Customer Experience Manager

Bloomberg Industry Group - Arlington, VA

Full-time

Arlington, VA

About the position

As a Customer Experience Manager at Bloomberg Industry Group, you will play a pivotal role in enhancing customer engagement and sharing valuable customer insights across the organization. You will be joining a dynamic product organization that is dedicated to delivering innovative legal solutions to the market. Your primary responsibility will be to gather, analyze, and disseminate customer feedback to accelerate growth and improve the overall customer experience. In this role, you will develop, implement, and manage tools and processes that will help the organization better understand its customers. This includes soliciting, analyzing, centralizing, and sharing customer feedback and usage data. You will also be tasked with developing a comprehensive strategy aimed at achieving the desired and intended customer experience. This will involve preparing and delivering tools, training sessions, and communications regarding new products or enhancements across the organization. Additionally, you will analyze market intelligence and share your findings with key stakeholders to inform strategic planning, product positioning, new product development, pricing strategies, and marketing campaigns. Maintaining a thorough understanding of the competitive landscape, market penetration, and identifying the most desirable targets will be crucial to your success. You will also be responsible for developing relationships with key customers to gather feedback and drive engagement and retention. Furthermore, you will build a deep understanding of the platform and its value, enabling you to answer questions about features and customer personas from the sales and service organizations.

Responsibilities

• Develop, implement and manage tools and processes to better understand customers.
• Solicit, analyze, centralize, and share customer feedback and usage data.
• Develop the strategy to achieve desired and intended customer experience.
• Prepare and deliver tools, trainings, and communications around new products or enhancements across the organization.
• Analyze market intelligence and share with key stakeholders to inform strategic planning, product positioning, new product development, pricing strategy, and marketing campaigns.
• Maintain understanding of the competitive landscape, market penetration, white space and the most desirable targets.
• Develop relationships with key customers to gather feedback and drive engagement and retention.
• Build an understanding of platform and its value and answer questions about features and customer personas from sales and service organization.

Requirements

• Bachelor's degree with relevant coursework.
• 2 years' experience in product marketing or using, supporting, and/or selling (legal or tax) research or software solutions.
• 1 year of experience collaborating across siloed organizations preferred; great team player.
• Excellent communication skills, both verbal and written, with the ability to speak to audiences of all sizes.
• Comfortable using SalesForce and Microsoft Office.