Service Operations Associate

Insight Enterprises; Montgomery (AL); On-site; USD 43,200 - 59,800; Full time

Benefits offered by this job

PTO

401(k) match

Stock purchase plan

Job summary

Gartner seeks a detail‑oriented Scheduling & Process Management professional in the United States to coordinate POC calls across services and sales groups. You will secure calls, assign the right support, and ensure smooth execution of routing and scheduling, contributing to higher deal conversions and client value.

You will work with service delivery and sales leaders to streamline operations, improve LEAN processes, and provide data-driven insights for leadership reviews.

Qualifications

• Bachelor’s degree with 1-3 years of experience in process management.
• Excellent written and verbal communication skills.
• Expert-level scheduling with Outlook.
• Advanced skills using Teams, Webex, and other collaboration tools.
• Beginner to intermediate Excel skills.
• Comfortable understanding data and representing it for senior leaders.
• Excellent stakeholder presence and ability to convey insights in a group meeting.

Responsibilities

• Act as an enabler to services, sales and other groups to drive operational initiatives.
• Own and account for scheduling POC calls for a sizable portfolio of clients.
• Assign appropriate EP/MA/IPW Specialist support for POC and sales requests.
• Seek guidance from managers to improve scheduling and assignment processes across territories.
• Report on POC prep, sales support, and key numbers to service leaders.
• Document process steps and maps to maintain repositories and train new team members.
• Be the quality custodian of POC requests and ensure rubric criteria are met.
• Own communication with clients, sales and services teams to drive objectives.

Skills

Scheduling

Communication

Data interpretation

Stakeholder management

Time management

Education

Bachelor’s degree

Tools

Outlook

Teams

Webex

Excel

Job description

About this role

This role involves working with Services teams (Executive Partners (EPs), Member Acquisition (MA), IPW Specialist) and Sales teams (AEs and BDs) to drive and streamline proof of concept calls, thereby impacting higher deal conversions and win rates across geographies. ‘POC’ or Proof of Concept Call is a key vehicle to showcase Gartner capabilities and drive higher new business to our clients.

To deliver value and drive new business, securing POC calls, assigning the right services support to the POC calls, and scheduling the POC calls is the first and most critical step, which is the primary responsibility of this role.

In this role, you will also work directly with Gartner’s service delivery group, sales group, and respective leaders with the central goal of driving higher new business and ensuring streamlined operations for both sales and service teams, and to enable process efficiency in delivering value to clients.

What you’ll do

• Act as an enabler to services, sales and other groups to drive operational initiatives
• Own and account for scheduling POC calls (including internal sales support calls) for a sizable portfolio of clients
• Assign the right service EP/MA/IPW Specialist support for POC call/internal sales support requests coming from sales teams
• Seek continued guidance from managers and service leaders to improve the scheduling and assignment process across the territories, suggesting and driving ideas that have the potential to drive business indicators
• Report on the POC prep call, sales support, POC and other key numbers based on the automated Power BI dashboard to the service leaders
• Document process steps, guidelines, process maps to maintain the project repositories and participate in training new members of the team as needed
• Be the quality custodian of the POC requests coming via submission form and ensure all quality rubric criteria are met
• Own communication and relationship with clients, sales teams, and services teams to drive business objectives
• Collaborate with internal GS&O team members and services leaders to continuously highlight any outliers and brainstorm on methods to enhance performance
• Provide proactive support on POC/sales support request management to drive and implement initiatives
• Schedule calls with 100% of client base requesting POC/sales support calls
• Ensure accurate assignment based on mapping sheets
• Apply LEAN principles and identify process improvement opportunities for error‐free scheduling, assignment, and tracking. Support in problem solving for effectiveness of client scheduling and assignment process and ensure quality
• Work with managers and leaders in the team towards improving and optimizing current processes and push service productivity/efficiency to better levels
• Identify opportunities to replace manual processes with automation opportunities

What you’ll need

• Bachelor’s degree with 1‑3 years of experience in process management, service delivery team’s workflow management, multi‑team coordination management
• Excellent written and verbal communication skills
• Expert‑level scheduling skills with Outlook
• Advanced skills using Teams, Webex, and other collaboration tools
• Beginner to intermediate Excel skills
• Comfortable understanding data and representing it for senior leaders
• Excellent stakeholder presence and ability to convey insights in a group meeting

Who you are

• Collaborating with others to overcome challenges whilst working in a fast‑paced and dynamic environment
• Planning and organizing your time effectively
• Building strong working relationships with partner teams over email, calls in a global setting
• Driving continuous improvement for better outcomes and ROI for business
• Delivering customer service and passionate about delivering value to clients
• Communicating a clear and concise message verbally or via email

What we offer

Our people are our most valuable asset, so we invest in them from Day1. When you join our team, you’ll have access to a vast array of benefits to help you live your life well. These resources are designed to support your physical, financial and emotional well‑being. We encourage continued personal and professional growth through ongoing learning and development opportunities. Our employee resource groups, charity match and volunteer programs keep you connected to your internal Gartner community and causes that matter to you.

Gartner believes in fair and equitable pay. A reasonable estimate of the base salary range for this role is$43,200–$59,800 USD. Please note that actual salaries may vary within the range, or be above or below the range, based on factors including, but not limited to, education, training, experience, professional achievement, business need, and location. In addition to base salary, employees will participate in either an annual bonus plan based on company and individual performance, or a role‑based, uncapped sales incentive plan. Our talent acquisition team will provide the specific opportunity on our bonus or incentive programs to eligible candidates. We also offer market‑leading benefit programs including generous PTO, a 401(k) match up to $7,200 per year, the opportunity to purchase company stock at a discount, and more.

EEO Statement

The policy of Gartner is to provide equal employment opportunities to all applicants and employees without regard to race, color, creed, religion, sex, sexual orientation, gender identity, marital status, citizenship status, age, national origin, ancestry, disability, veteran status or any other legally protected status and to affirmatively seek to advance the principles of equal employment opportunity.