Sr Client Success Manager, Global Accounts

The Sr Client Success Manager, Global Accounts will serve as the primary liaison between our global accounts, the Global Client Executive/Director and the Gartner Conference Client Success Team. The role is pivotal in ensuring seamless communication, strategic alignment, and exceptional service delivery to our global clients. The ideal candidate will possess the ability to effectively communicate with both our global clients and internal business partners. Organization, the ability to recognize and satisfy client needs, and an aptitude for fostering long-term value-added relationships are essential traits needed to be successful in this role.

What you will do:

Client Relationship Management:

• Act as the primary point of contact for global accounts, ensuring a high level of client satisfaction and engagement.

• Develop and maintain strong, long-term relationships with key stakeholders within client organizations.

Collaboration and Coordination:

• Work closely with global account executives to understand client needs, objectives, and strategies.

• Coordinate with global client service partners to ensure that service delivery aligns with client expectations and contractual commitments.

• Facilitate regular meetings and communication between clients, account executives, and service partners.

Strategic Planning and Execution:

• Develop and implement client success plans that align with client goals and objectives.

• Monitor and report on the progress of client success plans, adjusting as necessary to ensure successful outcomes.

Issue Resolution:

• Proactively identify potential issues and work collaboratively with internal teams to resolve them.

• Serve as an escalation point for client concerns, ensuring timely and effective resolution.

Performance Tracking and Reporting:

• Track and analyze key performance metrics related to client success and satisfaction.

• Prepare and present regular reports to internal stakeholders and clients, highlighting successes, challenges, and areas for improvement.

Continuous Improvement:

• Gather and analyze client feedback to identify opportunities for service improvement.

• Collaborate with internal teams to develop and implement process improvements that enhance the client experience.

What you will need:

• Bachelor’s degree in business, Marketing, or a related field preferred.

• Minimum of 5 years of experience in client success, account management, or a related role preferable within the conference, technology, or events industry.

• Strong project management skills with the ability to manage multiple priorities and deadlines, including urgent tasks that need immediate attention.

• Proven track record of managing global accounts and working with cross-functional teams. 

• Account-wide knowledge sharing that includes capturing and sharing relevant data points with key internal partners (Sales, EP, Service Delivery) in a timely and effective manner.

• Ability to work independently and as part of a team in a fast-paced, dynamic environment.

• Effective time management by implementing a clear process for planning and budgeting time to ensure efficient executive of client request.

• Proven track record of success fueled by a passion for delighting clients.

• Strong communication, collaboration, prioritization, critical thinking, and influencing skills.

• Strategic mindset with the ability to translate client needs into actionable plans.

• High level of organizational skills and attention to detail.

• Proficiency in Microsoft Office suite, and other relevant tools.

• Ability to travel to 2-4 conferences per year.

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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