Gartner seeks a Senior Director, Analyst with strong writing and communications skills and expertise in customer service applications, platforms, technologies and markets to join our Customer Service and Support Technology research team. Knowledge and experience with CRM offerings and their role supporting customer service is required. Expertise with vendors and products in adjacent spaces, including Contact Center as a Service (CCaaS), Voice of the Customer, and Customer Service Knowledge Management systems is preferred. Relevant vendors include Salesforce, Microsoft, ServiceNow, Oracle, Zendesk, SAP, Pegasystems, NiCE, Genesys, Five9, Talkdesk, and Cisco.

Gartner Analysts are widely recognized industry thought leaders who create must-have insights, market predictions and best practices for a broad range of world-leading organizations. A Senior Director Analyst plays a lead role in delivering insights to Gartner clients via written publications, presentations, and personalized interactions. In this role, you will create research and provide advice to Customer Service and Support leaders and the technology leaders who support them. You will generate and deliver insights that help customer service and support leaders make better decisions, solve complex issues, and execute new practices to achieve key business objectives.

What you will do:

• Author content that delivers thought-provoking and actionable insight to technology leaders responsible for customer service and support initiatives
• Research, analyze and predict market demands and evaluate solutions to guide clients through critical technology decisions.
• Develop a complete understanding of the evolving technology market serving customer service organizations.
• Engage with clients directly, in virtual and in-person settings, to address their questions about technology strategy, selection, and optimization.
• Create and deliver presentations for Gartner events and webinars.
• Work with other analysts to establish positions that guide clients through their mission critical priorities.
• Review and pressure test the content, ideas and presentations of teammates and peers throughout the Gartner analyst community.
• Deliver outstanding sales and service support to retain and grow Gartner business.
• Promote and represent Gartner's unique positions and insights to external press and media
• Be a mentor and a coach supporting other analysts team members.

What you will need:

• Broad and deep knowledge of established and emerging applications serving customer service and support organizations, centering on CRM for customer service, but also including Contact Center platforms, knowledge management systems, and conversational AI platforms.
• A strong understanding of AI technologies (including generative AI, Agentic AI, etc.) and their impact and real world use in support of customer service and support initiatives.
• Familiarity with foundational, cross-application concepts and capabilities, including modern application architecture, enterprise architecture, composability, and integration.
• An understanding of the competitive landscape of vendors serving customer service and support organizations
• Excellent critical writing skills and experience.
• Excellent presentation skills and comfort in presenting insights in large and small-scale speaking engagements.
• Proficiency in analyzing, synthesizing, and applying data
• A confident and authoritative executive presence; ability to immediately establish credibility with business and IT executives and stakeholders
• Strong organizational skills; ability to produce multiple, high-quality content deliverables on tight deadlines while reserving time for client interactions and internal collaboration.
• Ability to engage clients, listen and interpret needs, and respond effectively to questions in virtual and in-person settings.
• Ability to explain complex concepts concisely and simply
• The independence and initiative to collaborate across teams to cultivate ideas and positions
• Bachelor's degree or equivalent experience required (graduate degree preferred); 12+ years of relevant field or industry experience
• Willingness and ability to travel up to 15% (where applicable)

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Job Requisition ID:113806

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