Gartner - Specialist - Client Success

About the team:

The team directly works with Gartner’s clients and prospects to address their needs or problems either by assisting in the moment or connecting the clients with the most appropriate group or individual. Associates seek to understand and surface client’s business priorities, breakdown challenges, apply logic, and identify the most effective ways to support the client

Job description:

- Providing a central, immediate point of contact for Gartner’s clients and prospective clients to submit requests/issues via phone, e-mail or web;

- Actively support our Sales and Marketing teams in their efforts to sell, serve, and market to both existing and prospective clients

- Managing and analyzing inbound volume by documenting and tracking requests or issues via case management technology; and

- Actively support our services people in their efforts to engage and retain our existing clients by ensuring the issues are prioritized and resolved

- Help educate clients and prospects in the moment regarding our website, services available, how we are organized for our customers, etc.

- Identify root causes of client issues and suggest best possible solutions to ensure issues can be eliminated

- Execute against and resolve broader product and service inquiries (how to find specific research on our website, explain specific products or services available for a given topical area, articulate Gartner value, etc.…)

- Assist conferences group through inbound support for ensuring users are able to attend conferences without any problems

- Assist Interactive Client Services Management in documenting, tracking, and analyzing request trends, issues with inbound process, request fulfillment metrics, and inbound volume patterns to improve service execution

Essential must-have skills:

- 2 + years relevant professional experience in customer services

- Superior customer/clients service ethic

- Willingness to work in shifts

- Superior interpersonal skills

- Problem solving and issue resolution skills

- Willingness to work in shifts

- Proven track record of success fueled by a passion for delivering value to clients

- Exceptional communication, collaboration, prioritization, problem solving, critical thinking, and influencing skills