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

Customer SupportCustomer SupportFull TimeRemoteTeam 10,001+Since 1979H1B SponsorCompany Site LinkedIn

Location

Texas

Posted

48 days ago

Salary

$172K - $202.5K / year

Postgraduate Degree12 yrs expEnglish

Job Description

• 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

Job 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