Senior Director Analyst, Customer Service Tech Insights

Gartner; Irving (TX); On-site; USD 172,000 - 203,000; Full time

Benefits offered by this job

PTO

401k match

Stock purchase plan

Job summary

Gartner seeks a Senior Director, Analyst with strong writing and communications skills to join our Customer Service and Support Technology research team. You will author research, deliver insights to Gartner clients, and present to technology and business leaders.

You will engage with clients in virtual and in-person settings, analyze market demands, evaluate solutions, and help teams articulate strategic guidance on CRM, CCaaS, knowledge management, and AI-enabled support.

Qualifications

• Bachelor's degree or equivalent experience required; 12+ years of relevant field or industry experience.
• Excellent writing and critical thinking skills; ability to produce high-quality content.
• Strong presentation and communication skills with experience in client-facing settings.
• Proficiency in analyzing, synthesizing, and applying data to guide decisions.
• Independence to collaborate across teams and leadership presence with executives.
• Knowledge of CRM platforms, CCaaS, knowledge management, and AI-enabled support.

Responsibilities

• Author content that delivers insightful, actionable guidance for technology leaders in customer service.
• Research, analyze and predict market demands and evaluate solutions for clients.
• Develop understanding of the evolving tech market serving customer service organizations.
• Engage with clients directly in virtual and in-person settings to discuss strategy and optimization.
• Create and deliver presentations for Gartner events and webinars.
• Collaborate with analysts to establish positions guiding client priorities.
• Review and pressure test content, ideas, and presentations within Gartner analyst community.
• Deliver outstanding sales and service support to retain and grow Gartner business.
• Promote Gartner's positions to external media and press.
• Mentor and coach other analysts in the team.

Skills

Excellent writing

Excellent communication

Presentation skills

Client engagement

Data analysis

Education

Bachelor's degree or equivalent

Tools

Salesforce CRM

Microsoft Dynamics

ServiceNow

Zendesk

SAP

Pegasystems

Job description

Gartner seeks a Senior Director, Analyst with strong writing and communications skills to join our Customer Service and Support Technology research team. You will author research, deliver insights to Gartner clients, and present to technology and business leaders.

You will engage with clients in virtual and in-person settings, analyze market demands, evaluate solutions, and help teams articulate strategic guidance on CRM, CCaaS, knowledge management, and AI-enabled support.