Director Analyst, B2B Customer Service and Support – Strategy & Operations (Remote-US)

Director Analyst, B2B Customer Service and Support – Strategy & Operations (Tech industry) 

About the role:
Gartner Analysts are recognized as industry thought leaders, responsible for creating must-have research, market predictions, and best practices for a wide array of world-leading organizations. A Director Analyst is expected to have a keen eye for problem diagnosis and solution creation within their respective focus-function.  

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. A Director publishes these insights as pragmatic and/or provocative research through the creation of written and graphical, client-facing deliverables. Additionally, they reinforce Gartner’s value every day by engaging executive-level clients via virtual meetings, sales support visits, Gartner conferences and industry events. 

The ideal candidate has deep expertise in leading B2B Customer Service and Support strategy, structure, and operations in the tech industry. They possess experiential knowledge in setting service and support functional strategies, optimizing delivery models, and overseeing planning and budgeting activities. They should also have experience in driving revenue and growth outcomes through support, including creating and executing strategies to monetize service offerings and managing customer success. Candidates must also be comfortable creating written, customer-facing deliverables and must be able to clearly communicate their insights and recommendations to an executive client audience.

What you will do: 
•    Author high quality, consumable, actionable, “must-have research” 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 engagements. 
•    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 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

What you will need:
•    10+ years of experience in leading B2B Customer Service and Support strategy, structure, and operations. 
•    Extensive knowledge in customer support strategy, org structures, delivery models, and customer success.  
•    Deep understanding of what initiatives, goals, and objectives are for Heads of Customer Service and Support.  
•    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
•    Demonstrated excellence in research writing ability, and a desire to write for business leader consumption.
 

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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 21,000 associates globally who support ~14,000 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 flouris