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Senior Director, CRM Customer Engagement Center and Digital Service Platforms Expert
hace 2 meses
We're seeking a highly experienced Senior Research Director to join our Customer Service and Support Technology research team at Gartner. As a Senior Director Analyst, you will be responsible for creating must-have research, market predictions, vendor evaluations, and best practices for a wide array of world-leading organizations.
Key Responsibilities:
- Deliver high-quality, actionable advice to executive clients through various media channels.
Requirements:
- Expertise in CRM Customer Engagement Center and Digital Customer Service vendors, platforms, markets, and technologies.
- Experience with or deep knowledge of CRM Customer Engagement Center vendors like Salesforce, Microsoft, Oracle, Pegasystems, ServiceNow, Zendesk, SAP, eGain, Freshworks, Appian, SugarCRM, and Zoho.
- Ability to create written, customer-facing deliverables and clearly communicate insights and recommendations to an executive client audience.
- Practical experience with CRM Customer Engagement Center capabilities like omnichannel orchestration, case and ticket management, workflow automation, knowledge base management, customer analytics and reporting, self-service and customer portals, integration and compatibility, customer feedback and surveys, and collaboration and team management.
What You Will Do:
- Conduct research and provide advice to Customer Service and Support leaders, technology leaders, and vendors on CRM Customer Engagement Center capabilities, application, and market direction.
- Use your knowledge and conduct research to generate insights that help executives make better decisions, solve complex issues, and execute new practices to achieve key business objectives.
- Write and publish your insights as best practices, market and vendor trends, and market evaluations as Magic Quadrants for Gartner clients.
- Meet with clients every day to help them solve difficult business and technology decisions that lead to better performance.
Ideal Candidate:
- Has spent their career designing, managing, and/or deploying CRM Customer Engagement Center, omnichannel solutions, and/or digital customer service platforms.
- Is excited about sharing their experience through written research and advice for Customer Service and Support leaders.
