Business Analyst

Service Operations Center Of Excellence Role

The Service Operations Center Of Excellence in Fort Myers is responsible for ensuring global client retention. The Client Insights team works directly with Gartner's service delivery group with the central goal of improving end user retention, driving productivity and value addition for service associates, and to enable process efficiency in the way the service team delivers value to the clients.

What you'll do :

• Drive client retention, value and engagement by collaborating with and empowering Global service delivery groups across client growth and retention life cycle
• Strategizing, executing and delivering against service group's performance expectations
• Innovate through analytical methods to improve productivity of service associates
• Co-owning business territories / account portfolio of around 25 accounts & driving improvements on retention / conversion indicators
• Continuously partnering with the Team managers and Executive Partners (EPs) to improve clients' engagement and retention
• Partner with Service Delivery Team (EPs) to identify clients' C level priorities by analyzing multiple data sources and synthesizing them to identify the most impactful client priorities
• Develop client-facing collaterals to support sales & services to save time and to help them have effective client conversations and renewal discussions
• Provide support on various strategic deliverables such as value plans, Outside-in analysis to EPs and providing value against the clients' MCPs throughout their lifecycle
• Drive operational excellence- Identify process improvement opportunities and apply LEAN principles to boost efficiency and productivity of processes & people
• Problem solve by collaborating with services and Ops partners to identify key levers of retention / conversions and work on related solutions
• Own stakeholder management with team members and with cross-functional units. Ensure right communication and positioning of the vision and priorities to team members
• Provide active support as and when needed during development and execution of strategic initiatives within GS&O, GS&D and across Sales, R&A and Product; lead some of these projects independently
• Continue to re-engineer and optimize the instrumentation (dashboards, reports, tools) designed to measure and alert SDTs / Leadership on lagging / leading KPIs
• Continuously innovate by deriving insights, keeping client-focus in mind to improve existing process, tools, new business growth and retention
• Team with your manager to drive insights, ideate, and deliver high impact
• Act as a service enabler to the services and partners and other groups to drive operational initiatives
• Demonstrate business ethics of highest order and percolate the culture of collaboration, team ethics in the best possible manner.

What you'll need :

Who are we?

At Gartner, Inc. (NYSE : IT), we guide the leaders who shape the world.

Our mission relies on expert analysis and bold ideas to deliver actionable, objective insight, helping enterprise leaders and their teams succeed with their mission-critical priorities.

Since our founding in 1979, we've grown to more than 21,000 associates globally who support ~14,000 client enterprises in ~90 countries and territories. We do important, interesting and substantive work that matters. That's why we hire associates with the intellectual curiosity, energy and drive to want to make a difference. The bar is unapologetically high. So is the impact you can have here.

What makes Gartner a great place to work?

Our sustained success creates limitless opportunities for you to grow professionally and flourish personally. We have a vast, virtually untapped market potential ahead of us, providing you with an exciting trajectory long into the future. How far you go is driven by your passion and performance.

We hire remarkable people who collaborate and win as a team. Together, our singular, unifying goal is to deliver results for our clients.

Our teams are inclusive and composed of individuals from different geographies, cultures, religions, ethnicities, races, genders, sexual orientations, abilities and generations.

We invest in great leaders who bring out the best in you and the company, enabling us to multiply our impact and results. This is why, year after year, we are recognized worldwide as a great place to work.

What do we offer?

Gartner offers world-class benefits, highly competitive compensation and disproportionate rewards for top performers.

In our hybrid work environment, we provide the flexibility and support for you to thrive working virtually when it's productive to do so and getting together with colleagues in a vibrant community that is purposeful, engaging and inspiring.

Ready to grow your career with Gartner? Join us.

Gartner believes in fair and equitable pay. A reasonable estimate of the base salary range for this role is 62,000 USD - 87,000 USD. Please note that actual salaries may vary within the range, or be above or below the range, based on factors including, but not limited to, education, training, experience, professional achievement, business need, and location. In addition to base salary, employees will participate in either an annual bonus plan based on company and individual performance, or a role-based, uncapped sales incentive plan. Our talent acquisition team will provide the specific opportunity on our bonus or incentive programs to eligible candidates. We also offer market leading benefit programs including generous PTO, a 401k match up to $7,200 per year, the opportunity to purchase company stock at a discount, and more.

The policy of Gartner is to provide equal employment opportunities to all applicants and employees without regard to race, color, creed, religion, sex, sexual orientation, gender identity, marital status, citizenship status, age, national origin, ancestry, disability, veteran status, or any other legally protected status and to seek to advance the principles of equal employment opportunity.

Gartner is committed to being an Equal Opportunity Employer and offers opportunities to all job seekers, including job seekers with disabilities. If you are a qualified individual with a disability or a disabled veteran, you may request a reasonable accommodation if you are unable or limited in your ability to use or access the Company's career webpage as a result of your disability. You may request reasonable accommodations by calling Human Resources at +1 (203) 964-0096 or by sending an email to ApplicantAccommodations@gartner.com.