Client Support Experience Analyst

Bureau of National Affairs • Arlington, VA

49d

About The Position

Responsible for creating, maintaining, and optimizing customer-facing and internal content across multiple knowledge spaces, including Salesforce Experience Cloud, Salesforce Service Cloud, and other internal/external knowledge repositories. This role ensures that complex product and technical information is translated into clear, engaging, and user-friendly documentation. The Specialist will work closely with Business Operations, Product, Sales, and Engineering teams to improve customer experience, enable self-service, and equip internal teams with effective knowledge resources.

Requirements

• Bachelor's degree in English, Technical Writing, Communications, Marketing, or related field (Specialized education, such as a J.D. or graduate degree, preferred).
• 5+ years of experience in technical writing, content development, or product marketing (internships and academic work valued).
• Strong writing and editing skills with a focus on clarity, accuracy, and detail.
• Ability to learn technical concepts quickly and communicate them simply.
• Familiarity with Salesforce Experience Cloud, Salesforce Service Cloud, and content management systems (certifications a plus).
• Comfort with HTML, CSS, and CMS platforms; Salesforce CMS experience is a plus.
• Knowledge of content accessibility standards (WCAG/ADA) is a plus.
• Strong organizational skills with the ability to manage multiple projects.
• Effective collaboration and communication skills across cross-functional teams.
• Curiosity and willingness to learn about technology, legal, government, and tax domains.

Responsibilities

• Create and maintain customer documentation (user guides, FAQs, troubleshooting articles) for all Bloomberg Industry Group products (including but not limited to BGOV, BLAW, BTAX, BCLS, Dashboard Legal, and others) across Salesforce Experience Cloud and additional knowledge spaces.
• Develop and optimize Salesforce Service Cloud knowledge articles to support both customers and internal service teams.
• Manage and curate multiple knowledge repositories, ensuring content is organized, searchable, and aligned with user needs.
• Collaborate with Product and Engineering to translate new features and updates into documentation, release notes, and learning resources.
• Partner with Sales to create product descriptions, feature highlights, and case studies for use in Salesforce and other content platforms.
• Produce visual aids (infographics, diagrams, flowcharts) and short-form videos to simplify complex concepts.
• Support onboarding and training content, including guides, playbooks, and video scripts for customers and internal education.
• Establish and manage a feedback loop with Support, Product, and Sales to ensure article accuracy, usefulness, and continuous improvement.
• Monitor and analyze knowledge base performance (deflection, search effectiveness, CSAT ratings, adoption) and use insights to optimize content strategy across all platforms.
• Maintain content governance, including version control, periodic audits, and adherence to brand and platform standards.
• Ensure all content complies with accessibility requirements (e.g., WCAG/ADA).
• Train and enable internal teams on knowledge base usage, contribution processes, and best practices.
• Assist in documenting Salesforce-related workflows and internal processes.
• Contribute to content strategy for campaigns, blogs, and marketing initiatives in partnership with Salesforce Marketing Cloud and other channels.

Benefits

• Opportunity to work with cutting-edge products across legal, government, and tax sectors.
• Exposure to multiple departments and cross-functional collaboration.
• Training and mentorship, including Salesforce certification support.
• Professional development and career growth opportunities.
• Competitive compensation and benefits package.
• Chance to make a meaningful impact within a Salesforce-driven organization.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Industry: Professional, Scientific, and Technical Services