Sr. Director Analyst, CRM Customer Engagement Center and Digital Platform Service (Remote - US)

Senior Director Analyst, CRM Customer Engagement Center and Digital Service Platforms

About the Role:

We’re looking for a Senior Research Director with expertise in CRM Customer Engagement Center and Digital Customer Service vendors, platforms, markets, and technologies to join our Customer Service and Support Technology research team. Experience with or deep knowledge of CRM Customer Engagement Center vendors like Salesforce, Microsoft, Oracle, Pegasystems, ServiceNow, Zendesk, SAP, eGain, Freshworks, Appian, SugarCRM, and Zoho required.

Gartner Analysts are recognized as industry thought leaders and are responsible for creating must-have research, market predictions, vendor evaluations, and best practices for a wide array of world-leading organizations. A Senior Director Analyst is expected to have a keen eye for problem identification and solution creation within their respective market. In this role, you will create research and provide advice to Customer Service and Support leaders, technology leaders, and vendors on CRM Customer Engagement Center capabilities, application, and market direction. You will use your knowledge and conduct research to generate insights that help executives make better decisions, solve complex issues, and execute new practices to achieve key business objectives.

A Senior Director Analyst is tasked with writing and publishing their insights as best practices, market and vendor trends and their market evaluations as Magic Quadrants for Gartner clients.  In addition, Analysts meet with clients every day: on the phone, in a videoconference, via webinars, from the stage at a Gartner event or face-to-face during a sales support visit. In every client interaction you will help Gartner clients solve difficult business and technology decisions that lead to better performance.

Ideal candidates must possess expertise in supporting the Customer Service and Support function from a technology perspective. Specifically, applications used by customer service and support functions to intelligently engage customers, both proactively and reactively, by answering questions, solving problems, and giving advice. They should have practical experience with CRM Customer Engagement Center capabilities like omnichannel orchestration, case and ticket management, workflow automation, knowledge base management, customer analytics and reporting, self-service and customer portals, integration and compatibility, customer feedback and surveys, and collaboration and team management. 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.

If you have spent your career designing, managing, and/or deploying CRM Customer Engagement Center, omnichannel solutions, and/or digital customer service platforms and are excited about sharing your experience through written research and advice for Customer Service and Support leaders, then this role is for you.

What you will do:

• Deliver high-quality actionable advice to an executive client audience through a variety of media.

• Write evidence-based content that is clear and actionable.

• Create and deliver presentations for webinars and other client-facing Gartner events.

• Track and work closely with vendors, market trends, emerging technologies and practices to remain ahead of the curve within the CRM Customer Engagement Center and digital customer service technology space

• Deliver outstanding sales and service support to retain and grow the Gartner business.

• Build credibility as an industry expert to represent Gartner research, methodology and strategy.

• Actively participate in innovation, ideation, and research discussions and collaborate effectively with peers in our research community.

• Identify research process improvements or develop new processes that help the team and Research & Advisory provide excellent service delivery.

• Be a mentor and a coach by supporting more junior team members.

What you will need:

• Subject matter expertise, with demonstrated knowledge of various customer service vendors, technologies, and use cases associated with CRM Customer Engagement Centers, omnichannel solutions, and digital customer service platforms

• Strong familiarity with CRM Customer Engagement Center solutions from vendors like Salesforce, Microsoft, Oracle, Pegasystems, ServiceNow, Zendesk, SAP, eGain, Freshworks, Appian, SugarCRM, and Zoho required.

• Experience working for CRM vendors on products for customer service and support; working with CRM vendors in a customer service and support role; implementing, using or applying CRM solutions for customer service and supp