Senior Planner, Premium Client Customer Service Escalation Lead

Role Purpose:

We’re looking for a highly motivated Premium Client Customer Service Escalation Lead who is responsible for providing an elevated level of customer excellence for Gartner’s Global Enterprise accounts. As a member of the Conference Business Operations (CBO) and Global Accounts team you will support the client requests that fall outside of Gartner’s standard business rules. You will ensure swift execution and strategic thinking to aid our premium clients while delivering world class service aligned with Gartner’s global standards. 

What you’ll do:

• Offer personalized, attentive, and proactive customer service to meet and exceed client expectations

• Analyze issues that fall outside of standard business rules, requiring in-depth investigation and resolution to Gartner’s Global Enterprise Accounts

• Identify and lead opportunities to optimize response templates, process enhancements, and exception criteria to respond to inquiries more effectively and efficiently

• Track support requests for metric reporting and trend analysis to identify areas for improvement to ensure the highest level of customer excellence

• Perform timely response and resolution of client inquiries, reducing the need for further escalation to leadership roles

• Act as a liaison between Conferences, internal stakeholders, and external clients to support/resolve complex client inquiries

• Work closely with internal stakeowners to document, cross-train, and remedy requests aligned to our premium client needs

• Track escalation inquiries by clearly communicating escalation details, proposed solutions, and action items to all involved parties

• Complete ad-hoc project requests and assignments, while continuing to balance and provide the highest quality service 

What you’ll need:

• BA/BS degree required

• 5+ years of experience working in customer service/operations/sales/account management with a proven track record of resolving complex customer issues

• Strong written/oral communication skills 

• A passion and drive to re-define service and take customer excellence to the next level 

• Successfully develop good relationships with internal teams and stakeholders to become a trusted support function

• Evidence of great communication skills and professionalism in interactions with colleagues demonstrating an advanced degree of professionalism

• Exceptional problem-solving capabilities and escalation management skills. Tenacity to to solve complex problems, think creatively, and collaborate cross-functionally

• Passion about experiences, communications, and delivering uncompromising quality. Self-motivated & accountable, with a high level of commitment to responsibility

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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