Digital Customer Service Solutions Strategist

hace 2 semanas


Barcelona, Barcelona, España Gartner A tiempo completo

About the Role

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.

Key Responsibilities:

  • Create must-have research, market predictions, vendor evaluations, and best practices for world-leading organizations.
  • Develop research and provide advice to Customer Service and Support leaders, technology leaders, and vendors on CRM Customer Engagement Center capabilities, application, and market direction.
  • 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 insights as best practices, market and vendor trends, and Magic Quadrants for Gartner clients.

The Ideal Candidate:

You'll be responsible for 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.

Requirements:

  • Possess expertise in 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.
  • Have practical experience with CRM Customer Engagement Center, omnichannel solutions, and/or digital customer service platforms.
  • Be comfortable creating written, customer-facing deliverables and able to clearly communicate insights and recommendations to an executive client audience.

Compensation and Benefits:

This role offers a competitive salary of approximately $250,000 per year, plus a range of benefits including medical, dental, and vision insurance, 401(k) matching, and generous paid time off.



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