Manager, GBS Premium Clients

As an ideal candidate, you would support conferences by leading a team focused on the GBS premium clients vertical. You will ensure swift execution and strategic thinking to aid client retention and business growth while delivering world class service aligned with Gartner’s global standards. A qualified candidate is process-driven, analytical, can multi-task, and takes pride in their work while being able to work in a fast-paced, self-directed, and collaborative environment. 

What you’ll do:

• Lead and inspire a team as they take on managing our GBS Premium Clients for the first time, ensuring exceptional service and tailored solutions to meet their unique needs.

• Manage, coach, and develop a team of 1-3 specialists/planners

• Mailbox Management and Stakeholder Management

• Develop and implement strategic plans to establish and grow the GBS business unit, ensuring alignment with company goals and Customer Excellence standards

• Ability to make decisions on complex inquiries, reducing the need for further escalation to leadership roles

• Identifies and leads opportunities to optimize response templates, process documents, and exception criteria to respond to inquiries more effectively and efficiently 

• Monitor and analyze key performance indicators (KPIs) to identify areas for improvement and ensure the highest level of Customer Excellence

• Performs data quality audits, investigations, and remediations, as well as leverages data to structure problems, analyze performance, uncover insights, and generate compelling presentations

• Provides data entry, administrative, configuration, contract reviews, contract processing, and process support for Gartner Conferences, while aligning appropriate resources, documenting plans, and tracking timelines

• Leads ad-hoc project requests and assignments, while continuing to provide quality assurance testing, and updating of documentation/training guides 

• Act as a liaison between the team and senior management, providing regular updates on progress, challenges, and achievements

• Interacts with conference attendees and Gartner associates while onsite at a conference to troubleshoot challenges; both remotely and onsite across all conferences globally 

• Up to 20% of travel to provide support onsite as determined by Manager

What you’ll need:

• Bachelor’s degree in any field

• 7+ years of experience working with operational/sales/administrative procedures, customer support platforms, troubleshooting and customer service management

• Able to solve complex problems, think creatively, collaborate cross-functionally, and  use data to tell a story. Exceptional escalation management skills are a must

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

• Ensure premium Customer Excellence in all verbal and written communications, both in person and via email. You offer personalized, attentive, and proactive service to meet and exceed client expectations

• You’ve demonstrated a proven track record of excellent attention to detail, accuracy, and customer service skills with the ability to provide proactive coaching to direct reports and peers

• You must demonstrate a high level of cross functional collaboration

• Extremely organized with strong time-management skills

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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 indivi