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Senior Director, CRM Customer Engagement Center and Digital Service Platforms Expert
hace 2 meses
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. 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.
Key Responsibilities
- 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.
- 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 research as best practices, market and vendor trends, and market evaluations as Magic Quadrants for Gartner clients.
- Meet with clients daily to provide guidance and support on CRM Customer Engagement Center and Digital Customer Service platforms.
Requirements
- 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.
- 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.
- Ability to create written, customer-facing deliverables and clearly communicate insights and recommendations to an executive client audience.
What We're Looking For
If you have spent your career designing, managing, and/or deploying CRM Customer Engagement Center, omnichannel solutions, and/or digital customer service platforms and are excited about sharing your experience through written research and advice for Customer Service and Support leaders, then this role is for you.
