Location: New York,NY, USA
Senior Director Analyst - Customer Service Technology, US or Canada remote **Senior Director Analyst - Customer Service Technology, US or Canada remote**
* Remote - New York City / Remote - Canada / Remote - United States
**Description**
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**What we are looking for:**
Gartner is looking for an analyst to provide research and advisory to global clients in the US, EMEA and beyond. You are likely to have experience as a customer service leader or application leader orproduct manager working with senior-most institution leadership. Your experience will include helping Executives transform their Customer Service & Support digital capabilities and achieve best-in-class performance.
The successful candidate will possess thought leadership and have extensive knowledge in working with various customer service vendors and technologies associated with delivering successful customer service experiences. Knowledge of customer service vendors such as Salesforce, Zendesk, Oracle, Microsoft, ServiceNow and Pegasystems are preferred. You also have a strong sense of business challenges facing Customer Service and Support Executives today.
Hot topics to discuss with Senior Leadership:
* How to best select CRM vendors and technologies for customer service
* How to accelerate time to value of your CRM implementation
* How to develop a successful CRM vision and strategy
* How will the customer service technology market evolve
* How to transform Customer Service & Support digital capabilities
* Emerging technologies most impactful to customer service and support executives
You will work with a collaborative team of highly experienced analysts and advisors to build authoritative research and advice that directly addresses the priorities and challenges of clients aligned to the customer service technology sector. The focus is helping clients understand the impact of technology on customer service and selecting the best fit vendors for their customer service organization. You will primarily work with application leaders, technology vendors and technology providers, consultants and investors.
This includes:
Research and represent thought leadership and advise Application leaders and Service and Support Leaders and their leadership team on:
* Digital transformation, moving from a reactive to a proactive service delivery model, with an emphasis on digital channels and self-service capabilities and achieving outcomes such as improved customer experience.
* Implementing and improving Multi-, Omni- and Dynamic Channel Strategy, to achieve more seamless service interactions, regardless of channels of engagement
* Increasing the usage of Automation, AI and Analytics, including identification of use cases for automation and application of AI in customer service and support
* The customer service technology landscape with focus on Customer Engagement Center vendors such as Salesforce, Zendesk and Freshworks.
* Thought leading research on the evolution of technology to support customer service experiences for customers and employees via the Web, mobile devices and other emerging channels and modalities.
* Remain ahead of the curve on developments and issues within these specified areas as well as applicable adjacent areas of customer experience
* Deliver high quality actionable advice through face-to-face and video-based presentations and discussions with clients
* Write high quality, clear, actionable, advisory research documents
At Gartner, we emphasize cutting edge thinking, disciplined analysis and most important, actionability. We are passionate about helping clients solve business problems. If this resonates with you, and you have the skills and experience we are looking for, wed like to hear from you.
**Who you are:**
To thrive in this role, it helps if you are obsessed with your topic! Gartner analysts are correctly viewed as THE experts. This means you need to know your markets, vendors, trends, management practices, etc. and be able to see the forest and the trees.
* Excellent collaborator with the ability to quickly build rapport and gain client trust
* Confident presenter with a high level of executive presence (prior experience with speaking engagements is a plus)
* Analytical thinker with the ability to process information quickly and make actionable recommendations
* Willing to challenge conventional norms and views
**Real expert in:**
* Extensive knowledge in working with various customer service vendors and technologies associated with delivering successful customer service experiences
* Strong familiarity with customer service solutions from major technology providers such as Salesforce (Service Cloud), ZenDesk, ServiceNow, Microsoft Dynamics preferred
* Experience leading strategic transformation projects that focus on service transformation, customer experience and digital transformation
* An ability to articulate the role customer service technology plays in delivering a positive customer service experience
Gartner delivers actionable, objective insight to executives and their teams. Our expert guidance and tools enable faster, smarter decisions and stronger performance on an organizations most critical priorities. Weve grown exponentially since our founding in 1979 and we're proud to have nearly 16,000 associates globally that support our 14,000+ clients in more than 100 countries.
**What we offer:**
Our people are our most valuable asset, so we invest in them from Day 1. When you join our team, youll have access to a vast array of benefits to help you live your life well. These resources are designed to support your physical, financial and emotional well-being. We encourage continued personal and professional growth through ongoing learning and development opportunities. Our employee resource groups, charity match and volunteer programs keep you connected to your internal Gartner community and causes that matter to you.
The policy of Gartner is to provide equal employment opportunities to all applicants and employees without regard to race, color, creed, religion, sex, sexual orientation, gender identity, marital status, citizenship status, age, national origin, ancestry, disability, veteran status, or any other legally protected status and to affirmatively seek to advance the principles of equal employment opportunity.
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