.About Gartner Digital Markets: Gartner Digital Markets is a business unit within Gartner.
Our mission is to empower organizations to accelerate growth by helping them embrace the right technology and services.
Gartner Digital Markets is the world's largest platform for finding software and services.
With more than 100 million annual visitors across four buyer destinations—Capterra, GetApp, Software Advice, and UpCity—and 70 localized sites, Gartner Digital Markets helps software and service providers build their brand, capture demand, and understand their market.
As the only destination for software and services driven by independent, objective research and verified customer reviews, we help connect providers with in-market buyers to fuel growth across the full funnel.About The Job: The Buyer Success Manager will be responsible for improving the experience of software buyers and GDM site visitors.
The Buyer Success Team's mission is to help every person they can to strengthen our brands and make GDM the go-to destination for buyers shopping for software.What You Will Do:Manage a team of associates responsible for incoming GDM (Capterra, GetApp, and Software Advice) email responses and passback tickets under strict deadlines to respond, resolve, and close out.Strive to help every buyer with their inquiry by directly assisting with questions and limiting the amount of pass-offs to other people or departments.Re-engage with select buyers as needed.Resolve 100+ tickets daily within strict timeframes.Manage direct unsubscribe requests.Work directly with Advisors and Advocates when passing a new opportunity to ensure follow-up and resolution:Identify revenue opportunities to pass to our advisor team.Escalate issues to Advisor Managers as needed.Help us understand the buyer journey and build areas for improvements:Log buyer behaviors to help us understand the buyer journey.Assist with NPS survey feedback as needed.Review call recordings and chat transcripts for buyer insights and process improvements.Build knowledge management content to help our team provide a better ongoing experience.Ensure insights buyers are providing are collected and leveraged in building strategy to improve our product and training for our Sales team.Log buyer insights to help us understand how the buyer experience can continue to be improved.What You Will Need:Attention to customer experience.Efficiency and multi-tasking.Amazing resolution and communication skills.A deep knowledge of our business.Flexibility.Requirements:Bachelor's degree from an institute of repute.4-6 years of professional experience in customer support, ticket management, buyer experience management or client support.1-2 years of people leadership experience, demonstrated ability to lead, mentor and motivate in a global workplace environment.Experience managing team based in different geographies is a plus.Excellent written and oral communication skills