MVP, Enterprise Customer 360 Product Owner

Position Overview:
We are seeking an experienced leader to spearhead the enterprise-wide Customer 360 (C360) vision, strategy and execution at Gartner. This role will lead the Salesforce Center of Excellence (CoE), partner with the cross-BU teams, IT and support functions to drive Gartner’s most strategic enterprise-wide, customer-centric programs. The ideal candidate will have a strong background and experience in leading data-centric programs, driving cross-functional collaboration, and leveraging technology-as-a-teammate to deliver customer insights that will influence our growth and retention priorities.

Key Responsibilities: 

• Program Leadership: Define the vision and strategy for the enterprise-wide C360 program and partner with key stakeholders to realize the vision and business outcomes. Build a C360 Center of Excellence (CoE) in partnership with BU leads, IT to drive C360 projects

• Cross-BU Partnership: Partner with stakeholders across our BUs (Sales, Marketing, Services, Research, Conferences etc.) to align on vision, objectives, priorities, and shared capabilities to maximize the impact of C360 on customer value and the Gartner associate experience

• Business Process, Journey Maps: Partner with process leads on customer and associate experience maps, personas etc. to inform the solutions design, technology tools, integration recommendations and implement appropriate designs to continuously improve the user experience

• Salesforce Platform Integration: Integrate the overall C360 vision to a unified platform approach using Salesforce as the central authoritative source of customer information for Gartner associates

• Data and Insights: Partner with IT, data science and other supporting functions to develop and execute a strategy for integrating critical data (master data, customer engagements, interactions, etc.) from several data sources and generating insights

• Program Governance: Implement necessary framework for budget allocations, stakeholder alignments, cross-BU interdependency management etc. to ensure ongoing program success 

• Change Management: Partner with change management teams in the BUs to support the adoption of C360 program deliverables, including training and communications

• Executive Communications: Lead steering committee presentations and communications of program delivery status, risks and mitigations

Qualifications: 

• Bachelor’s or advanced degree in Business, Data Science, Computer Science or related field

• 10-12+ years of experience in large scale program execution with at least 3 years leading C360 or similar enterprise-wide initiatives

• Proven experience in successfully driving cross functional programs with demonstrable business value/ outcomes in large, complex, global organizations

• Expertise in Salesforce product offerings including Sales Cloud, Service Cloud, Marketing Cloud, Data Cloud, CRMA

• Strong understanding of AI / ML / NLP techniques and their application in C360 uses cases

• Process-driven and highly structured professional with the ability to simplify complex problems, communicate effectively, and drive execution

• Excellent executive communications and stakeholder management skills to influence and drive change across the enterprise

• Analytical and problem solving mindset to leverage technology-as-a-teammate for business process improvement

• Detail-oriented with the ability to synthesize large amounts of data, conceptualize process design or reengineering needs in the context of Gartner’s best practices

• Understanding of Gartner’s sales, services and research organizations’ processes and technologies preferred

• Strong project management and organizational skills

• Strong experience in SAFe or Agile frameworks 

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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 a