Service Operations Associates

About this role:
This role involves working with Services teams (Executive Partners (EPs), Member Acquisition (MA), IPW  Specialist and Sales teams (AEs and BDs) to drive and streamline proof of concept calls thereby impacting higher deal conversions and win rates across geographies. ‘POC or Proof of Concept Call’ is a key vehicle to showcase Gartner capabilities and drive higher new business to our clients. To deliver value and drive new business, securing POC Calls, assigning the right services support to the POC calls and scheduling the POC calls is the first and the most critical step which also is the primary responsibility of this role.

In this role, you will also work directly with Gartner’s service delivery group, sales group, and respective leaders with the central goal of driving higher new business and ensuring streamlined operations for both sales and service teams/leaders, and to enable process efficiency in the way the service team delivers value to the clients.

What you’ll do: 

• Act as an enabler to services, sales and other groups to drive operational initiatives  
• Own and account for scheduling POC calls (including internal sales support calls) for a sizable portfolio of clients
• Assign the right service EP/MA/ IPW  Specialist support for POC call/ Internal Sales Support requests coming from sales teams
• Seek continued guidance from managers and service leaders to improve the scheduling and assignment process across the territories. Suggest and drive ideas which have the potential to drive business indicators
• Report on the POC prep call/ sales support/ POC and other key numbers based on the automated Power BI dashboard to the service leaders
• Document process steps, guidelines, process maps to maintain the project repositories. Participate in training new members of the team as and when needed
• Be the quality custodian of the POC requests coming via submission form and ensure all quality rubrics criteria is met
• Own communication and relationship with clients, sales teams, and services teams to drive business objectives
• Collaborate with internal GS&O team members and services leaders to continuously highlight any outliers and brainstorm on methods to enhance performance
• Proactive support on POC/ sales support request management to drive and implement initiatives leading
• Scheduling call with 100% of client base requesting for POC/ Sales support calls
• Ensure accurate assignment based on mapping sheets
• Apply LEAN principles and identify process improvement opportunities for error-free scheduling, assignment, and tracking. Support in problem solving for effectiveness of client scheduling, assignment process and ensure quality
• Work with managers and leaders in the team towards improving and optimizing current processes and push service productivity/efficiency to better levels
• Identify opportunities to replace manual processes with right automation opportunity
   

What you’ll need

• Bachelor’s degree with 1-3 years of experience in process management, and service delivery team’s workflow management, multi-team coordination management
• Excellent written, verbal communication skills
• Expert-level scheduling skills with Outlook
• Advanced skills using Teams, Webex, and other collaboration tools
• Beginner to Intermediate Excel skills
• Comfortable understanding data, and representing it for senior leaders
• Excellent stakeholder presence and ability to convey insights in a group meeting
   

Who you are:

• Collaborating with others to overcome challenges whilst working in a fast-paced and dynamic environment
• Planning and organizing your time effectively
• Building strong working relationships with partner teams over emails, calls in a global setting
• Driving continuous improvement for better outcomes and ROI for business
• Delivering customer service and passionate about delivering value to clients
• Communicating a clear and concise message verbally or via email

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Who are we?

At Gartner, Inc. (NYSE: IT), we deliver actionable, objective insight that drives smarter decisions and stronger performance on an organization’s mission-critical priorities. We’ve grown exponentially since our founding in 1979 and we're proud to have over 19,500 associates globally that support over 15,000 client enterprises in more than 100 countries.

What makes Gartner a great place to work?

Our teams are composed of individuals from different geographies, cultures, religions, ethnicities, races, genders, sexual orientations, abilities and generations. We believe that a diversity of experiences makes us stronger—as individuals, as communities and as an organization. That’s why we're recognized worl