[Hiring] Senior Director Analyst, Customer Service and Support – B2B Customer Experience, Customer Success & Value Realization @Gartner

Role Description

We’re seeking a Senior Director who is an expert in post-sales customer experience, customer success strategy, customer value realization, and monetization of service/support. The ideal candidate will have hands-on experience building and optimizing customer success functions, including:

• Retention
• Onboarding
• Customer journey mapping
• Subscription SaaS transformation
• Implementing tiered and premium support models

They will be skilled at driving measurable outcomes in adoption, retention, and revenue growth. Candidates must also be comfortable creating written, customer-facing deliverables and able to clearly communicate their insights and recommendations to an executive client audience.

A Senior Director serves as a leader within Gartner’s Business and Technology Insights (BTI) group, establishing oneself as a credible voice within their designated market at local, regional, and global levels. Utilizing exceptional research and analytical skills, a Senior Director plays a significant role in producing pragmatic and provocative research which Gartner clients consume and apply to propel their business toward key objectives.

In this role, you will create research and provide advice to heads of B2B service and support functions across industries. You will use your knowledge to help these B2B clients make better decisions, solve complex issues, and execute new practices that propel clients’ businesses toward key objectives.

If you have spent your career developing expertise in B2B service and support strategy and operations, and are excited by the prospect of creating research and advice for heads of the Customer Service and Support function, then this role is for you.

Qualifications

• 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, 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

Requirements

• 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

Benefits

• World-class benefits
• Highly competitive compensation
• Disproportionate rewards for top performers
• Flexibility and support for a hybrid work environment
• Generous PTO
• 401k match up to $7,200 per year
• Opportunity to purchase company stock at a discount