Sr. Director, Analyst, CRM Customer Engagement Center and Digital Service Platforms

About the Role

We’re looking for a SeniorResearch 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.

Experience with or deep knowledge of CRM Customer Engagement Center vendors like Salesforce, Microsoft, Oracle, Pegasystems, ServiceNow, Zendesk, SAP, eGain, Freshworks, Appian, SugarCRM, and Zoho required.

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.

A Senior Director Analyst is expected to have 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 : on the phone, in a videoconference, via webinars, from the stage at a Gartner event or face-to-face during a sales support visit.

In every client interaction you will help Gartner clients solve difficult business and technology decisions that lead to better performance.

Ideal candidates must possess expertise in supporting the Customer Service and Support function from a technology perspective.

Specifically, applications used by customer service and support functions to intelligently engage customers, both proactively and reactively, by answering questions, solving problems, and giving advice.

They should have 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.

Candidates must also be comfortable creating written, customer-facing deliverables and must be able to clearly communicate their insights and recommendations to an executive client audience.

If you have spent your career designing, managing, and / or deploying CRM Customer Engagement Center, omnichannel solutions, and / or digital customer service platforms and are excited about sharing your experience through written research and advice for Customer Service and Support leaders, then this role is for you.

What you will do :

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

Write evidence-based content that is clear and actionable.

Create and deliver presentations for webinars and other client-facing Gartner events.

Track and work 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

Deliver outstanding sales and service support to retain and grow the Gartner business.

Build credibility as an industry expert to represent Gartner research, methodology and strategy.

Actively participate in innovation, ideation, and research discussions and collaborate effectively with peers in our research community.

Identify research process improvements or develop new processes that help the team and Research & Advisory provide excellent service delivery.

Be a mentor and a coach by supporting more junior team members.

What you will need :

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 required.

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, objectives.

Strong organizational and project management skills : ability to work under tight deadlines and produce high quality deliverables.

Demonstrated excellence in research and writing ability.

Strong written and verbal proficiency, analytical and presentation skills; ability to engage clients and respond effectively to questions.

Ability to work in a remote work environment, collaborating with global colleagues and serving clients across time zones.

Proactivity and self-motivatation, ability to self-direct and work independently.

Willingness and ability to travel up to 10% (where applicable).

Bachelor's Degree, with 8+ years of direct experience

Who you are :

You deeply understand CRM technologies and vendors as well as related needs of the Customer Service or Support function and have hands-on, real-world experience with these solutions.

You are an analytical thinker with the ability to process information quickly and make actionable recommendations.

You enjoy learning and being challenged intellectually on new topic areas and previously held beliefs.

You are a strong, confident communicator who can explain complex concepts concisely and simply.

You are a subject matter expert who is comfortable presenting at large and small-scale speaking engagements.

You can demonstrate executive presence and can immediately establish credibility with executives and additional stakeholders.

You are an excellent teammate and collaborator with the ability to quickly build rapport and co-create with peers.

You willingly and productively challenge conventional norms and views.

What makes Gartner a GREAT fit for you?

You want to be recognized as an expert in your field.

You want to help others succeed by sharing your knowledge and expertise.

You love learning and discovering what’s next in technology.

You love to discuss ideas and collaborate with others to bring those ideas to fruition..

You want a healthy work / life balance.

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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 20,000 associates globally who support 15,000 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 150,000 USD - 190,000 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 affirmatively 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 .

Job Requisition ID : 87105

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