Senior Director Analyst, Customer Service Tech Strategy

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

Benefits offered by this job

Hybrid work environment

Generous PTO

401k match up to $7,200 per year

Stock purchase plan

Job summary

Gartner, Inc. seeks a Senior Director Analyst to lead research and client engagement for Customer Service and Support Technology. You will author insights, analyze market demands, and guide technology decisions for service leaders and IT executives.

You will present at Gartner events, mentor analysts, and collaborate across teams to shape positions and deliver impactful guidance to clients globally.

Qualifications

• Broad and deep knowledge of applications serving customer service and support, centering on CRM; includes CCaaS, knowledge management, and conversational AI.
• Strong writing and analytical skills to deliver insights to CIOs and business leaders.
• Ability to engage clients directly in virtual and in-person settings and to present insights clearly.

Responsibilities

• Author content delivering thought-provoking, actionable insights to technology leaders.
• Research, analyze and predict market demands and evaluate solutions for client decisions.
• Develop understanding of evolving tech markets serving customer service organizations.
• Engage with clients to address questions about technology strategy and optimization.
• Create and deliver presentations for Gartner events and webinars.
• Work with analysts to position Gartner’s viewpoints and guide client priorities.
• Review and pressure test content and presentations within Gartner’s analyst community.
• Deliver outstanding sales and service support to retain and grow Gartner business.
• Promote Gartner’s positions to external media; mentor other analysts.

Skills

CRM for CS

CCaaS

Knowledge management

Conversational AI platforms

Generative AI

Executive presence

Client engagement

Strong writing

Strong presentation

Data analysis

Travel up to 15%

Education

Bachelor's degree or equivalent experience

12+ years of relevant field

Tools

Salesforce

Microsoft

ServiceNow

Oracle

Zendesk

SAP

Pegasystems

Genesys

Five9

Talkdesk

Cisco

Job description

Gartner, Inc. seeks a Senior Director Analyst to lead research and client engagement for Customer Service and Support Technology. You will author insights, analyze market demands, and guide technology decisions for service leaders and IT executives.

You will present at Gartner events, mentor analysts, and collaborate across teams to shape positions and deliver impactful guidance to clients globally.