Author high quality, consumable, actionable, “must-have” insightful 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.
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

Demonstrated experience with Agentic AI solutions, including the application of autonomous or semi-autonomous AI agents and advanced GenAI-powered conversational AI, specifically in customer service and support settings
Subject matter expertise, with demonstrated knowledge of customer service and support Agentic AI use cases and implementation, and automating customer service interactions and processes
Experience with Agentic AI offerings from vendors such as Salesforce, Genesys, NiCE, AWS, Five9, Microsoft, ServiceNow, etc.
Deep knowledge of Heads of Customer Service and Support initiatives, goals, 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

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools

Agentic AI solutionsGenAI-powered conversational AIcustomer service automationresearch writingproject management

Soft Skills

executive presencestrong written and verbal proficiencyanalytical skillspresentation skillsorganizational skillscollaborationintrinsic motivation