VP, Customer Success

About Gartner Peer Insights

Gartner Peer Insights, is a ratings and review platform for enterprise-level software and services. Since launching in 2015, we’ve grown to list +15K technology providers, +28K products and ~750K reviews from end-user enterprise technology professionals across 800+ categories. Ratings & reviews gathered on Gartner Peer Insights power not just the platform but also provide critical insight to Gartner analysts, end user clients seeking to make technology investments and tech/vendor clients looking for unbiased feedback to improve their software and service offerings.

The Role:

As Vice President, Customer Success you will be responsible for leading and scaling customer success operations supporting Software and IT Services vendors participating on the Gartner Peer Insight Rating and Review platform. This strategic role is critical to driving growth, engagement, retention and customer satisfaction though a mix of digital capabilities, scalable programs and targeted relationship manager engagement. The individual will shape the customer journey, foster deep relationships with technology vendor customers, and ensure they realize maximum value from the platform.

The ideal candidate will be experienced in customer success/relationship management and capable of leveraging data to drive decisions. This is a high-impact role for a passionate and results-oriented individual to be part of a leadership team driving the customer success direction for the technology vendor audience.

What You’ll Do:

Define the vision and strategy for growing vendor engagement with Gartner Peer Insights including but not limited to…

Vendor Engagement

• Provide strategic direction, optimize alignment and measure effectiveness of a team of relationship management professionals who support vendors through direct engagement and indirectly by educating/enabling Gartner sales and service professionals.
• Develop and deploy programmatic activities which optimize relationship management professional activities and increase vendor self-service

Brand Ambassador

• Elevate Gartner Peer Insights position as the premier Ratings and Reviews destination for software and IT services vendors seeking to position themselves with Enterprise-level IT decision-makers/buyers and implementers

Internal Partnering

• Engage with cross-functional partners in Gartner’s Global Product Management, Marketing, Sales and Business & Technology Insights teams on opportunities to optimize customer touch points and develop monetization approaches (i.e. lead development and passage)

Vendor Portal

• Oversee the Vendor Portal, ensuring it provides a seamless, intuitive, and efficient experience for our vendor partners. 
• Develop and drive the strategy and roadmap for self-service, marketing assets/capabilities and data insight features to maximize value for vendors and Gartner Peer Insights.

What you will need:

• 15+ years of combined experience in customer success and program management, ideally working in or with software or technology service providers
• 5+ years of experience leading/managing/coaching teams both directly reporting and indirectly aligned.
• Demonstrated analytical skills, with the ability to translate data insights into actionable program and product improvements.
• Excellent communication and collaboration skills, with the ability to influence and drive alignment across diverse teams.
• Outstanding organizational and project management skills with ability to meet tight deadlines.
• Bachelor's degree in Business or Marketing; Masters or other advanced degree, preferred

What you will get:  

• Competitive salary, generous paid time off policy, charity match program, Medical, Dental & Vision Plans, Parental Leave, Employee Assistance Program (EAP), 401K matching and more! 
• Collaborative, team-oriented culture 
• Professional development and unlimited growth opportunities 

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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 business and technology insights, helping enterprise leaders and their teams succeed with their mission-critical priorities.

Since our founding in 1979, we’ve grown to 21,000 associates globally who support ~14,000 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 unapologeticall