Senior Director, Customer Experience Researcher
hace 6 días
We're seeking a seasoned Senior Research Director with expertise in CRM Customer Engagement Center and Digital Customer Service vendors, platforms, markets, and technologies to join our Customer Service and Support Technology research team.
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 is required.
Gartner Analysts are recognized as industry thought leaders and are responsible for creating must-have research, market predictions, vendor evaluations, and best practices for a wide array of world-leading organizations.
A Senior Director Analyst is expected to have a keen eye for problem identification and solution creation within their respective market.
In this role, you will create research and provide advice to Customer Service and Support leaders, technology leaders, and vendors on CRM Customer Engagement Center capabilities, application, and market direction.
You will 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.
A Senior Director Analyst is tasked with writing and publishing their insights as best practices, market and vendor trends, and their market evaluations as Magic Quadrants for Gartner clients.
In addition, Analysts meet with clients to discuss their business and technology challenges and provide guidance on how to address them.
In every client interaction, you will help Gartner clients solve difficult business and technology decisions that lead to better performance.
Ideal candidates must possess expertise in supporting the Customer Service and Support function from a technology perspective, specifically in applications used by customer service and support functions to intelligently engage customers, both proactively and reactively.
They should have 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.
Candidates must also be comfortable creating written, customer-facing deliverables and must be able to clearly communicate their insights and recommendations to an executive client audience.
Key Responsibilities
- Deliver high-quality actionable advice to an executive client audience through a variety of media.
- Write evidence-based content that is clear and actionable.
- Create and deliver presentations for webinars and other client-facing Gartner events.
- Track and work closely with vendors, market trends, emerging technologies and practices to remain ahead of the curve within the CRM Customer Engagement Center and digital customer service technology space.
- Deliver outstanding sales and service support to retain and grow the Gartner business.
- Build credibility as an industry expert to represent Gartner research, methodology, and strategy.
- Actively participate in innovation, ideation, and research discussions and collaborate effectively with peers in our research community.
- Identify research process improvements or develop new processes that help the team and Research & Advisory provide excellent service delivery.
- Be a mentor and a coach by supporting more junior team members.
Requirements
- Subject matter expertise, with demonstrated knowledge of various customer service vendors, technologies, and use cases associated with CRM Customer Engagement Centers, omnichannel solutions, and digital customer service platforms.
- Strong familiarity with CRM Customer Engagement Center solutions from vendors like Salesforce, Microsoft, Oracle, Pegasystems, ServiceNow, Zendesk, SAP, eGain, Freshworks, Appian, SugarCRM, and Zoho.
- Experience working for CRM vendors on products for customer service and support; working with CRM vendors in a customer service and support role; implementing, using or applying CRM solutions for customer service and support use cases; or evaluating CRM vendors for customer service and support needs.
- Deep knowledge of Heads of Customer Service and Support initiatives, goals, objectives.
- Strong organizational and project management skills: ability to work under tight deadlines and produce high-quality deliverables.
- Demonstrated excellence in research and writing ability.
- Strong written and verbal proficiency, analytical and presentation skills; ability to engage clients and respond effectively to questions.
- Ability to work in a remote work environment, collaborating with global colleagues and serving clients across time zones.
- Proactivity and self-motivation, ability to self-direct and work independently.
- Willingness and ability to travel up to 10% (where applicable).
- Bachelor's Degree, with 8+ years of direct experience.
What 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.
Join Gartner
Gartner believes in fair and equitable pay. A reasonable estimate of the base salary range for this role is 150,000 USD - 190,000 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 affirmatively 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 or by sending an email to.
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