Senior Director Analyst, Customer Service and Support - B2B Customer Experience, Customer Success & Value Realization - Remote US

Description

Senior Director Analyst, Customer Service and Support – B2B Customer Experience, Customer Success & Value Realization

About the role:

We’re seeking a Senior Director who is an expert in post-sales customer experience, customer success strategy, customer value realization, and monetization of service/support. The ideal candidate will have hands-on experience building and optimizing customer success functions, including retention, onboarding, customer journey mapping, and subscription SaaS transformation, as well as implementing tiered and premium support models. They will be skilled at driving measurable outcomes in adoption, retention, and revenue growth. Candidates must also be comfortable creating written, customer-facing deliverables and able to clearly communicate their insights and recommendations to an executive client audience.

Gartner Analysts are industry thought leaders who create must-have research, market predictions and best practices for a broad range of world-leading organizations. A Senior Director serves as a leader within Gartner’s Business and Technology Insights (BTI) group, establishing oneself as a credible voice within their designated market at local, regional and global levels. Utilizing exceptional research and analytical skills, a Senior Director plays a significant role in producing pragmatic and provocative research which Gartner clients consume and apply to propel their business toward key objectives. They are a trusted source of advice for clients, reinforcing Gartner’s value every day by engaging them via in-person meetings, virtual meetings, sales support visits and Gartner conferences to discuss complex client challenges and offer appropriate recommendations.

In this role, you will create research and provide advice to heads of B2B service and support functions across industries. You will use your knowledge to help these B2B clients make better decisions, solve complex issues, and execute new practices that propel clients’ businesses toward key objectives. A Senior Director publishes these insights as pragmatic and/or provocative research through the creation of written and graphical, client-facing deliverables. Additionally, they reinforce Gartner’s value every day by engaging executive-level clients via in-person and virtual meetings, sales support visits, Gartner conferences and industry events.

If you have spent your career developing expertise in B2B service and support strategy and operations, and are excited by the prospect of creating research and advice for heads of the Customer Service and Support function, then this role is for you.

What you will do:

Author high quality, consumable, actionable, “must-have insight” content based on research best practices and methodologies

Deliver high-quality actionable advice to an executive client audience through a variety of media, particularly regular virtual digital engagement

Lead research projects requiring the coordination of colleagues and resources (including global primary and secondary research support teams).

Meet with clients and prospects regularly to provide actionable advice aligned to their designated content area via virtual or face-to-face interactions

Create and deliver presentation materials for Gartner events, industry and professional association conferences, and client briefings

Actively participate in innovation, ideation, and research discussions and collaborate effectively with peers in our research community.

Deliver outstanding commercial team support to retain and grow the Gartner business.

Build credibility as a domain or industry expert to represent Gartner research, methodology and strategy

What you will need:

Senior leadership experience in customer success, customer experience, or post-sales experience operations, preferably within B2B SaaS or technology sectors

Experience designing, implementing, and operationalizing tiered and premium support models as well as monetized service offerings

Proven expertise in customer journey mapping, onboarding, retention strategies, and value realization frameworks

Deep knowledge of Heads of Customer Service and Support initiatives, goals, objectives

12+ years of relevant function experience

Executive presence; can immediately establish credibility with executives and additional stakeholders with ability to effectively adjust communication style to different audiences

Strong written and verbal proficiency, analytical and presentation skills; ability to engage clients and respond effectively to questions

Experience working with customer service and support technology vendors

Ability to work independently and completely remotely, while also being intrinsically motivated to collaborate across teams and support the workflow of others, in a multicultural global team

Strong organizational and project management skills: ability to work under tight deadlines and produce high quality deliverables.

Demonstrated excellence in research writing ability, and a desire to write for business leader consumption.

Expertise in managing complex research projects and/or programs.

Who are we?

At Gartner, Inc. (NYSE:IT), we guide the leaders who shape the world.

Our mission relies on expert analysis and bold ideas to deliver actionable, objective business and technology insights, helping enterprise leaders and their teams succeed with their mission-critical priorities.

Since our founding in 1979, we’ve grown to 21,000 associates globally who support ~14,000 client enterprises in ~90 countries and territories. We do important, interesting and substantive work that matters. That’s why we hire associates with the intellectual curiosity, energy and drive to want to make a difference. The bar is unapologetically high. So is the impact you can have here.

What makes Gartner a great place to work?

Our vast, virtually untapped market potential offers limitless opportunities – opportunities that may not even exist right now – for you to grow professionally and flourish personally. How far you go is driven by your passion and performance.

We hire remarkable people who collaborate and win as a team. Together, our singular, unifying goal is to deliver results for our clients.

Our teams are inclusive and composed of individuals from different geographies, cultures, religions, ethnicities, races, genders, sexual orientations, abilities and generations.

We invest in great leaders who bring out the best in you and the company, enabling us to multiply our impact and results. This is why, year after year, we are recognized worldwide as a great place to work.

What do we offer?

Gartner offers world-class benefits, highly competitive compensation and disproportionate rewards for top performers.

In our hybrid work environment, we provide the flexibility and support for you to thrive — working virtually when it's productive to do so and getting together with colleagues in a vibrant community that is purposeful, engaging and inspiring.

Ready to grow your career with Gartner? Join us.

Gartner believes in fair and equitable pay. A reasonable estimate of the base salary range for this role is 172,000 USD - 202,500 USD. Please note that actual salaries may vary within the range, or be above or below the range, based on factors including, but not limited to, education, training, experience, professional achievement, business need, and location. In addition to base salary, employees will participate in either an annual bonus plan based on company and individual performance, or a role-based, uncapped sales incentive plan. Our talent acquisition team will provide the specific opportunity on our bonus or incentive programs to eligible candidates. We also offer market leading benefit programs including generous PTO, a 401k match up to $7,200 per year, the opportunity to purchase company stock at a discount, and more.

The policy of Gartner is to provide equal employment opportunities to all applicants and employees without regard to race, color, creed, religion, sex, sexual orientation, gender identity, marital status, citizenship status, age, national origin, ancestry, disability, veteran status, or any other legally protected status and to seek to advance the principles of equal employment opportunity.

Gartner is committed to being an Equal Opportunity Employer and offers opportunities to all job seekers, including job seekers with disabilities. If you are a qualified individual with a disability or a disabled veteran, you may request a reasonable accommodation if you are unable or limited in your ability to use or access the Company’s career webpage as a result of your disability. You may request reasonable accommodations by calling Human Resources at +1 (203) 964-0096 or by sending an email to [email protected] .

Job Requisition ID:106617

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