Director Analyst - Digital Customer Service Technology (Remote - US)

About the role:

We’re looking for a Research Director with deep expertise in Digital Customer Service and Support technologies to join our Customer Service and Support Technology analyst research team. The ideal candidate will have extensive knowledge of digital customer service solutions, vendors, markets, as well as related technologies and capabilities such as conversational AI and knowledge management. The role requires a comprehensive understanding of digital engagement in a customer service & support context, knowledge management technologies, and conversation orchestration.

Gartner Analysts are industry thought leaders who create must-have research, market predictions and best practices for a broad range of world-leading organizations. A Director possesses a keen eye for identifying gaps, problems and solutions within the market they serve. They use their knowledge to help clients make better decisions, solve complex issues and execute new practices that propel clients’ businesses toward key objectives. A Director publishes these insights as pragmatic and/or provocative research. Additionally, they reinforce Gartner’s value every day by engaging clients via in-person and virtual meetings, sales support visits, Gartner conferences and industry events.

What you will do:

• Author high quality, clear, actionable, “must-have research” content based on research best practices and methodologies
• Lead research projects requiring the coordination of colleagues and resources.
• Demonstrate thought leadership in establishing research positions across a team of analysts
• Track and work closely with vendors, market trends, emerging technologies and practices to remain ahead of the curve within the digital customer service technology space
• Predict how specific markets are developing, help clients in their selection process and assist vendors in overall positioning
• 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 sales and service support to retain and grow the Gartner business.
• Build credibility as a domain or industry expert to represent Gartner research, methodology and strategy
• 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 digital customer service platforms, customer service knowledge management technology, and conversational AI
• 10+ years of relevant field or industry experience
• Strong written and verbal proficiency, analytical and presentation skills; ability to engage clients and respond effectively to questions.
• Experience working for or with customer service and support technology vendors
• Ability to work independently, while also being intrinsically motivated to collaborate across teams and support the workflow of others, in a multicultural global team
• 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 writing ability.
• Expertise in managing complex research projects and/or programs.
• Executive presence; can immediately establish credibility with executives and additional stakeholders
• Strong business and financial acumen
• Proactivity and self-motivation; ability to self-direct and work independently.
• Ability to effectively adjust communication style to different audiences
• Willingness and ability to travel up to 10% (where applicable)
• Bachelor's degree or equivalent experience; Graduate degree preferred

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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 130,000 USD - 165,000 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 ApplicantAccommodations@gartner.com.

Job Requisition ID:93392

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