Senior Director Analyst, Customer Service and Support – B2B Customer Experience, Customer Success & Value Realization - Remote US

Senior Director Analyst, Customer Service and Support – B2B Customer Experience, Customer Success & Value Realization

About the role:

We’re seeking a Senior Director who is an expert in post-sales customer experience, customer success strategy, customer value realization, and monetization of service/support. The ideal candidate will have hands-on experience building and optimizing customer success functions, including retention, onboarding, customer journey mapping, and subscription SaaS transformation, as well as implementing tiered and premium support models. They will be skilled at driving measurable outcomes in adoption, retention, and revenue growth. Candidates must also be comfortable creating written, customer-facing deliverables and able to clearly communicate their insights and recommendations to an executive client audience.

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 Senior Director serves as a leader within Gartner’s Business and Technology Insights (BTI) group, establishing oneself as a credible voice within their designated market at local, regional and global levels. Utilizing exceptional research and analytical skills, a Senior Director plays a significant role in producing pragmatic and provocative research which Gartner clients consume and apply to propel their business toward key objectives. They are a trusted source of advice for clients, reinforcing Gartner’s value every day by engaging them via in-person meetings, virtual meetings, sales support visits and Gartner conferences to discuss complex client challenges and offer appropriate recommendations.

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 Senior 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 in-person and virtual meetings, sales support visits, Gartner conferences and industry events.

If you have spent your career developing expertise in B2B service and support strategy and operations, and are excited by the prospect of creating research and advice for heads of the Customer Service and Support function, then this role is for you.

What you will do:

• Author high quality, consumable, actionable, “must-have insight” 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 digital engagement
• 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 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 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:

• Senior leadership experience in customer success, customer experience, or post-sales experience operations, preferably within B2B SaaS or technology sectors
• Experience designing, implementing, and operationalizing tiered and premium support models as well as monetized service offerings
• Proven expertise in customer journey mapping, onboarding, retention strategies, and value realization frameworks
• Deep knowledge of Heads of Customer Service and Support initiatives, goals, objectives
• 12+ years of relevant function experience
• 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 th