Senior Director, Customer Engagement Center and Digital Service Platform Expert

hace 3 semanas

Barcelona, Barcelona, España Gartner A tiempo completo
About the Role

We're seeking a 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.

Responsibilities include:

  • Delivering high-quality, actionable advice to executive clients through various media
  • Writing evidence-based content that is clear and actionable
  • Creating and delivering presentations for webinars and other client-facing Gartner events
  • Tracking and working 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
  • Delivering outstanding sales and service support to retain and grow the Gartner business
  • Building credibility as an industry expert to represent Gartner research, methodology, and strategy
  • Actively participating in innovation, ideation, and research discussions and collaborating effectively with peers in our research community

Requirements include:

  • 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, and objectives

We're looking for a Senior Director Analyst with 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 every day to help Gartner clients solve difficult business and technology decisions that lead to better performance.

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