Senior Director, CRM, Customer Experience and Enterprise Applications - Remote North America

We are looking for a senior CRM and Customer Experience (CX) thought leader to join our highly collaborative and diverse team who is passionate about helping our clients leverage CRM technologies to support enterprise-wide CRM and Customer Experience initiatives that build stronger customer relationships across the entire organization. Analysts produce research that answers the most pressing questions for IT Leaders across a number of industries and business domains. An analyst is an articulate thought-leader as well as an inquisitive student who enjoys continually learning. The ideal candidate will have hands on experience with numerous CRM technologies across multiple business domains (e.g., sales, customer service, marketing and digital commerce) and how these technologies come together to create an enterprise-wide CRM architecture that delivers an integrated customer experience across the organization.

As a Senior Director Analyst, you will:

• Develop thought leading research on CRM strategies and technologies.

• Work with clients on strategic and tactical CRM technology challenges.

• Deliver presentations at Gartner events, including Summits, and Symposia.

• Work with major CRM technology providers on product and industry direction.

• Collaborate with the team on Customer Experience strategy and how CRM technology supports the implementation of customer journeys to deliver a more seamless customer experience.

• Attain industry leadership by responding to press inquiries and speaking at industry events.

• Support Gartner sales with proof of concepts and consultation on becoming a Gartner client and how we can help them with their CRM strategy and technology.

• Contribute to research and agenda planning for customer strategies and technologies.

Requirements:

• We are seeking an experienced CRM professional who has knowledge across a variety of CRM applications, business domains, and industries. Qualified candidates should demonstrate expertise in the following areas:

  • Subject matter expertise in enterprise CRM architecture and the technologies that support it. Knowledge of the enterprise landscape, and the competitive interplay between established CRM vendors, emerging providers, disruptors and industry partnerships.

  • Building a CRM architecture and roadmap for implementation of CRM applications across business domains within the enterprise.

  • How to leverage CRM technologies to build customer journeys that support the customer experience across business domains.

  • Creating an enterprise CRM strategy with practical steps for the implementation of cross-industry CRM technologies that support a variety of CRM and customer experience use cases.

  • Knowledge and experience with CRM applications from major vendors such as Salesforce, Microsoft Dynamics, Oracle and SAP preferred.

• The successful candidate has substantial expertise and is likely to be viewed as an evangelist for these topics in the industry or within an enterprise.

• Minimum of 10 to 15 years of experience in a research or technology related role preferably in the CRM and Customer Experience areas

• Candidates may come from an end user environment, software vendor in the product team, implementation partner, and/or a consulting background in this space.

• While technical knowledge and experience is critical, it is equally important that the successful candidate has the ability to see beyond technology to meet customer-focused business objectives.

• Excellent writing and research skills, coupled with strong analytical skills.

• Excellent presentation skills, including small to large audiences (500+ people)

• Ability to take a position, based on facts, and support that position to clients, both external and internal, with clear analysis. Willingness to openly consider new information.

• Broad knowledge of industry trends and emerging technologies that support CRM.

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