Strategic role responsible for transforming how knowledge and learning drive customer and employee success. This position blends experience design, enablement strategy, and knowledge governance to ensure that clients and internal teams are equipped to deliver a world-class experience at every stage of the customer journey.
Leads initiatives that connect product content, learning programs, and digital experience, ensuring that every piece of information — whether used by clients, support teams, or business partners — is accurate, actionable, and scalable. Partners with the Business Operations Manager, Program Manager, Product Managers, and other internal stakeholders. This role builds frameworks, tools, and governance needed to strengthen product adoption, improve operational readiness, and elevate the overall client experience.
Reports directly to the Head of Client Success & Engagement.
What You Will Do:
- Lead Training & Knowledge Strategy: Design and execute a multi-year enablement roadmap aligning with business goals, product evolution, and customer engagement outcomes.
- Build Scalable Learning Ecosystems: Develop blended training programs (live, virtual, and self-paced) for internal and external audiences, introducing certification and skills validation frameworks.
- Establish Knowledge Governance: Oversee content creation, validation, and lifecycle management to maintain a single source of truth across FAQs, documentation, and process guides.
- Drive Cross-Functional Alignment: Partner with Product, Sales, Legal, and Operations to embed learning and knowledge strategies into product design, release readiness, and customer journey improvements.
- Measure and Optimize Impact: Define KPIs and feedback loops to track training adoption, content utilization, and business outcomes such as deflection, CSAT, and product adoption.
- Champion Continuous Improvement: Foster a culture of learning, accountability, and innovation within the Client Success & Engagement (CSE) organization.
You Need to Have:
Education & Experience
- Bachelor’s degree required; degree in Learning, Communications, or related field preferred.
- JD or legal background strongly preferred.
- Certifications in Learning & Development, Knowledge Management, or Instructional Design are a plus.
- 7+ years of experience in Client Experience, Training, or Knowledge Management (preferably in SaaS, legal, or research industries).
- Proven experience designing and executing large-scale enablement or knowledge strategies that drive measurable business outcomes.
- Strong understanding of customer journey design, digital experience, and content governance frameworks.
- Experience managing cross-functional initiatives involving Product, Support, and Operations.
- Familiarity with LMS platforms, CRM Knowledge tools, and Experience Cloud or similar digital ecosystems.
Skills & Mindset
- Strategic, analytical, and outcome-driven leader.
- Strong instructional design, storytelling, and communication skills.
- Skilled in influencing at all levels and building consensus across complex organizations.
- Adept at connecting enablement to operational performance and client satisfaction.
- Passionate about empowering people through knowledge and creating lasting impact through scalable solutions.
Other
- Willingness to travel up to 10% for key training sessions or cross-functional workshops.
Why Join CSE
- This role defines how learning and knowledge shape our customer and employee experience.
- As the Client Experience Manager – Training & Knowledge Management, you will architect the systems, content, and culture that empower our teams and clients to thrive — driving measurable growth, efficiency, and excellence across every interaction.
Equal Opportunity
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”).