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, …