Client Success Specialist
2 weeks ago
About the role:
The team directly works with Gartner's clients and prospects to address their needs or problems either by assisting in the moment or connecting the clients with the most appropriate group or individual. Associates seek to understand and surface client's business priorities, breakdown challenges, apply logic, and identify the most effective ways to support the client
What you will do:
Providing a central, immediate point of contact for Gartner's clients and prospective clients to submit requests/issues via phone, e-mail or web;
Actively support our Sales and Marketing teams in their efforts to sell, serve, and market to both existing and prospective clients
Managing and analysing inbound volume by documenting and tracking requests or issues via case management technology; and
Actively support our services people in their efforts to engage and retain our existing clients by ensuring the issues are prioritized and resolved
Help educate clients and prospects in the moment regarding our website, services available, how we are organized for our customers, etc.
Improve processes and innovate: Identify root causes of client issues, suggest best possible solutions, create new processes or simplify existing processes to ensure issues don't recur, and collaborate with the corresponding BUs in Gartner to implement those solutions and processes
Execute against and resolve broader product and service inquiries (how to find specific research on our website, explain specific products or services available for a given topical area, articulate Gartner value, etc.…)
Assist conferences group through inbound support for ensuring users can attend conferences without any problems
Assist Interactive Client Services Management in documenting, tracking, and analysing request trends, issues with inbound process, request fulfilment metrics, and inbound volume patterns to improve service execution
What you will need:
1-5 years relevant professional experience in customer services
Superior customer/clients service ethic
Willingness to work in shifts
Superior interpersonal skills
Problem solving, issue resolution skills; ability to improve processes and implementing practical solutions collaboratively with multiple BUs
Proven track record of success fuelled by a passion for delivering value to clients
Exceptional communication, collaboration, prioritization, problem solving, critical thinking, and influencing skills
What you will get:
Competitive salary, generous paid time off policy, charity match program, Group Medical Insurance, Parental Leave, Employee Assistance Program (EAP)
Collaborative, team-oriented culture that embraces diversity
#L1-SG3
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 individuals from different geographies, cultures, religions, ethnicities, races, genders, sexual orientations, abilities and generations.
We invest in great leaders who bring out the best in you and the company, enabling us to multiply our impact and results. This is why, year after year, we are recognized worldwide as a great place to work.
What do we offer?
Gartner offers world-class benefits, highly competitive compensation and disproportionate rewards for top performers.
In our hybrid work environment, we provide the flexibility and support for you to thrive — working virtually when it's productive to do so and getting together with colleagues in a vibrant community that is purposeful, engaging and inspiring.
Ready to grow your career with Gartner? Join us.
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.
Gartner is committed to being an Equal Opportunity Employer and offers opportunities to all job seekers, including job seekers with disabilities. If you are a qualified individual with a disability or a disabled veteran, you may request a reasonable accommodation if you are unable or limited in your ability to use or access the Company's career webpage as a result of your disability. You may request reasonable accommodations by calling Human Resources at +1 (203) 964-0096 or by sending an email to .
Job Requisition ID:89421By submitting your information and application, you confirm that you have read and agree to the country or regional recruitment notice linked below applicable to your place of residence.
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