Customer Experience Manager

Company: Bureau of National Affairs
Location: Arlington
Posted on: January 7, 2021

Job Description:

Full timeActs as customer-facing product and subject matter expert to maximize growth and retention of revenue. Works closely with product management, marketing, sales, customer support, and editorial teams to effectively bring new products and product enhancements to market. Supports select sales calls via product demonstrations and provides sales and customer engagement representatives with the latest information and tools to support their efforts. Gathers and analyzes customer and prospect feedback as well as competitive market intelligence to inform commercial, pricing, and product strategies. Provides commercial justification for product initiatives.Primary Responsibilities:* Attends virtual and in-person sales calls, industry conferences, and special events and leads product demos for high-value prospects and customers. Provides training and tools for the introduction of new products and product enhancements as well as the onboarding of new sales and engagement representatives.* Trains and updates sales, marketing, customer support, and engagement teams on product features, benefits and positioning; and gathers and communicates competitive intelligence, including points of differentiation for products.* Works with sales reps and sales managers on new sales and upgrade outreaches to key market segments and accounts. Collaborates with marketing, editorial, and product teams on execution of sales tools.* Gathers and analyzes customer and market intelligence. Coordinates and collaborates on market and subscriber research for guidance in strategic planning, product positioning, new product development, pricing strategy, and evaluation of tactical programs.* Tracks, analyzes, and communicates to stakeholders customer feedback, competitive developments in the industry, including competitors' new products, product enhancements, pricing, and promotions. Liaises with editorial and other teams to ensure customers' inquiries are answered in a timely manner.* Provides customer and market insights to the product management team and input in the evaluation, refinement, and development of product enhancements. Provides commercial justification for product initiatives.* Acts as a liaison and key point of contact with operations, A&F, field sales, and marketing teams for successful rollout of product enhancements, including business system setup, pricing development, rep education, and sales support activities.* Participates in special projects and performs other duties as assigned.Job Requirements:* Strong project management skills; thorough knowledge of the relevant industry and markets.* Strong analytical, organizational and interpersonal skills.* Excellent communication and presentation skills.* Ability to represent the business unit effectively in a variety of contexts, both inside and outside of Bloomberg Industry Group.* Ability to work effectively on multiple projects, shifting priorities, and deadline pressure.Education and Experience:* Bachelor's degree with relevant coursework.* A minimum of 5+ years' experience marketing, using, supporting, and/or selling legal or related products.* Experience in selling and working with a field sales force, a plus.* Strong understanding of the legal and tax research market.* SalesForce.com experience, a plus.Special Requirements:* N/ABloomberg 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.

Keywords: Bureau of National Affairs, Arlington , Customer Experience Manager, Executive , Arlington, Texas