Strategic Director, Technology Research and Advisory

hace 1 semana

Barcelona, Barcelona, España Gartner A tiempo completo
body {font-family: Arial, sans-serif;}About the Role

We are seeking a seasoned Senior Research Director to join our Customer Service and Support Technology research team.

This is an exceptional opportunity for a highly skilled professional to leverage their expertise in CRM Customer Engagement Center and Digital Customer Service vendors, platforms, markets, and technologies to drive strategic research and advisory services for our clients.

The ideal candidate will have in-depth knowledge of CRM Customer Engagement Center vendors like Salesforce, Microsoft, Oracle, Pegasystems, ServiceNow, Zendesk, SAP, eGain, Freshworks, Appian, SugarCRM, and Zoho.

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.

As a Senior Director Analyst, the incumbent 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.

The successful candidate will use their 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.

The incumbent will write and publish their insights as best practices, market and vendor trends, and their market evaluations as Magic Quadrants for Gartner clients.

Meetings with clients will be a regular part of the role, taking place on the phone, in videoconferences, via webinars, from the stage at a Gartner event, or face-to-face during a sales support visit.

Key Responsibilities:

  1. Deliver high-quality actionable advice to an executive client audience through a variety of media
  2. Conduct research and analysis on CRM Customer Engagement Center capabilities and market direction
  3. Write and publish research reports, best practices, and market evaluations
  4. Develop and maintain expertise in CRM Customer Engagement Center vendors and technologies
  5. Provide advice and guidance to clients on CRM Customer Engagement Center strategy and implementation

What You Will Need:

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.

Comfortable creating written, customer-facing deliverables and able to clearly communicate their insights and recommendations to an executive client audience.

Experience designing, managing, and/or deploying CRM Customer Engagement Center, omnichannel solutions, and/or digital customer service platforms.

Passion for sharing their experience through written research and advice for Customer Service and Support leaders.

What You Will Do:

Deliver high-quality actionable advice to an executive client audience through a variety of media.

Conduct research and analysis on CRM Customer Engagement Center capabilities and market direction.

Write and publish research reports, best practices, and market evaluations.

Develop and maintain expertise in CRM Customer Engagement Center vendors and technologies.

Provide advice and guidance to clients on CRM Customer Engagement Center strategy and implementation.

Requirements:

Expertise in CRM Customer Engagement Center vendors, platforms, markets, and technologies.

Practical experience with CRM Customer Engagement Center capabilities.

Ability to communicate complex research and analysis to executive client audiences.

Strong written and verbal communication skills.

Ability to work in a fast-paced environment and meet deadlines.

Collaborative and team-oriented approach.

Passion for sharing knowledge and expertise through written research and advice.

About Gartner:

Gartner is a leading research and advisory company that helps organizations navigate the complexities of the digital era.

We are a team of experienced professionals who are passionate about helping our clients make better decisions and achieve their goals.

About the Role:

This is an exceptional opportunity for a highly skilled professional to leverage their expertise in CRM Customer Engagement Center and Digital Customer Service vendors, platforms, markets, and technologies to drive strategic research and advisory services for our clients.

The ideal candidate will have in-depth knowledge of CRM Customer Engagement Center vendors like Salesforce, Microsoft, Oracle, Pegasystems, ServiceNow, Zendesk, SAP, eGain, Freshworks, Appian, SugarCRM, and Zoho.

Contact Information:

Please submit your application, including your resume and a cover letter, to [insert contact information].

We look forward to hearing from you.

Equal Employment Opportunity:

Gartner is an equal opportunity employer and welcomes applications from diverse candidates.

We are committed to creating an inclusive and respectful work environment that values diversity, equity, and inclusion.

Notice to Recruitment Agencies:

Gartner does not accept unsolicited resumes from recruitment agencies.

We work exclusively with a select group of recruitment agencies and do not accept resumes from other agencies unless we have specifically requested them.

Disclaimer:

Gartner reserves the right to modify or withdraw this job posting at any time without notice.

Applicants are advised to check the Gartner website regularly for updates on this role and other job opportunities.

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