Senior Operations Coordinator
2 weeks ago
About the Role:
Gartner is seeking a talented individual to join its Strategy & Operations team in India. As a member of this team, you will have the opportunity to work on key programs under operations, aiming to drive client engagement and service productivity across Gartner.
As a member of this team, you will drive strong business impact in partnership with Gartner's service delivery group. In this role, you will work directly with Gartner's service delivery group and respective leaders to drive productivity of the service associates and enable process efficiency in the way the service team delivers value to the clients.
Key Responsibilities:
- Work with Gartner's Service delivery, Sales and R&A groups to drive client retention through various programs, including event engagement, client Review & Planning calls, and other client outreach initiatives.
- Own and be accountable for boosting R&P coverage by running client outreach operations for a large portfolio of clients. Partner and enable services teams on client outreach operations.
- Be responsible and accountable for driving Web Engagement, enabling Event attendance, and driving post-event engagement goals for 2-3 Practices/1 BU in partnership with the Service Delivery Team.
- Be responsible and accountable for enabling engagement by retaining clients effectively across various touchpoints till actual engagement through Event or Web actually happens. Event registrations and confirmation invites/customized event and web engagement campaigns or marketing newsletters.
- Send scheduling/campaign outreaches through a campaign management tool.
- Create Validation trackers in Google Sheets/Excel, incorporating client details and inputs required by the Services delivery associates for scheduling.
- Continuously improve quality of processes & deliverables by establishing right tracking mechanisms.
- Collaborate with internal teams and drive client scheduling to secure calls with all clients at the right frequency and help problem-solve to increase the show rate of clients.
- Own stakeholder management, relationship building with team members, and with cross-functional units.
- Proactive support on client list management to drive and implement initiatives leading to: Scheduling call with 100% of client base, maximize acceptance on the invites and show rate of the calls, and maximize outreach efficiency i.e. convert a client to show up for R&P in the least number of outreaches.
- Identify opportunities to replace manual processes with right automation opportunities.
- Implement and replicate process optimization initiatives with support from senior members in the team.
- Stakeholder management and reporting: Prepare weekly/monthly reports on performance of the initiatives for internal and external stakeholder consumption.
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