Gartner

Senior Director Analyst, Customer Service and Support – B2B Customer Experience, Customer Success, Value Realization

Gartner

full-time

Posted on:

Location Type: Remote

Location: Texas • United States

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Salary

💰 $172,000 - $202,500 per year

Job Level

Senior

About the role

  • Author high quality, consumable, actionable, “must-have insight” content based on research best practices and methodologies
  • Deliver high-quality actionable advice to an executive client audience through a variety of media, particularly regular virtual digital engagement
  • Lead research projects requiring the coordination of colleagues and resources (including global primary and secondary research support teams)
  • Meet with clients and prospects regularly to provide actionable advice aligned to their designated content area via virtual or face-to-face interactions
  • Create and deliver presentation materials for Gartner events, industry and professional association conferences, and client briefings
  • Actively participate in innovation, ideation, and research discussions and collaborate effectively with peers in our research community
  • Deliver outstanding commercial team support to retain and grow the Gartner business
  • Build credibility as a domain or industry expert to represent Gartner research, methodology and strategy

Requirements

  • Senior leadership experience in customer success, customer experience, or post-sales experience operations, preferably within B2B SaaS or technology sectors
  • Experience designing, implementing, and operationalizing tiered and premium support models as well as monetized service offerings
  • Proven expertise in customer journey mapping, onboarding, retention strategies, and value realization frameworks
  • Deep knowledge of Heads of Customer Service and Support initiatives, goals, and objectives
  • 12+ years of relevant function experience
  • Executive presence; can immediately establish credibility with executives and additional stakeholders with ability to effectively adjust communication style to different audiences
  • Strong written and verbal proficiency, analytical and presentation skills; ability to engage clients and respond effectively to questions
  • Experience working with customer service and support technology vendors
  • Ability to work independently and completely remotely, while also being intrinsically motivated to collaborate across teams and support the workflow of others, in a multicultural global team
  • Strong organizational and project management skills: ability to work under tight deadlines and produce high quality deliverables
  • Demonstrated excellence in research writing ability, and a desire to write for business leader consumption.
  • Expertise in managing complex research projects and/or programs.
Benefits
  • Generous PTO
  • 401k match up to $7,200 per year
  • Opportunity to purchase company stock at a discount
  • Highly competitive compensation
  • Annual bonus plan based on company and individual performance or role-based, uncapped sales incentive plan