Senior Director Analyst — Customer Service Tech & AI Insights

Gartner; Irving (IA); Hybrid; USD 172,000 - 203,000; Full time

Job summary

Gartner seeks a Senior Director, Analyst to join the Customer Service and Support Technology research team. You will lead research, author insights, and present findings to senior clients, guiding technology and customer service leaders through strategy and vendor selections.

You will engage directly with clients, craft publications, and contribute to Gartner events. A strong background in CRM and AI-enabled support is essential for success.

Qualifications

• Broad and deep knowledge of applications serving customer service and support organizations, centering on CRM
• Experience with CCaaS, knowledge management, and VSM systems
• Excellent writing skills and experience delivering insights to executives

Responsibilities

• Author content delivering actionable insights to technology leaders in customer service and support
• Research market demands and evaluate solutions for clients
• Engage with clients in virtual and in-person settings to discuss strategy and optimization
• Create and deliver presentations for Gartner events and webinars
• Review content with peers to ensure accuracy and impact
• Deliver outstanding sales and service support to retain Gartner business
• Promote Gartner insights to external press and media
• Mentor and coach other analysts on the team

Skills

Strong writing

Customer service domain

CRM knowledge

Presentations

Education

Bachelor's degree or equivalent experience

Graduate degree preferred

Tools

Salesforce

Microsoft

ServiceNow

Zendesk

Job description

Gartner seeks a Senior Director, Analyst to join the Customer Service and Support Technology research team. You will lead research, author insights, and present findings to senior clients, guiding technology and customer service leaders through strategy and vendor selections.

You will engage directly with clients, craft publications, and contribute to Gartner events. A strong background in CRM and AI-enabled support is essential for success.