.About Gartner Digital Markets: Gartner Digital Markets (GDM) is a business unit within Gartner.
Our mission is to help small businesses make the right technology decisions and find the tools they need to grow, optimize, and become more effective at what they do.
The business comprises three leading brands—Capterra, Software Advice, and GetApp.
For candidates interested in taking their next career step in the technology space, Gartner Digital Markets offers the fast pace and excitement of working for a startup, the stability, and resources of a large, established organization, and the opportunity to be on the front lines of innovation in an industry that is always growing and transforming.About The Job:The Buyer Success Specialist 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 incoming GDM (Capterra, GetApp, and Software Advice) email responses and pass back 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.What You Will Need: Attention to customer experience.
We want to respond to customer inquiries quickly and ensure they're getting the support they need in their software buying journey.Efficiency and multi-tasking.
We help hundreds of buyers per day, and we need to provide an outstanding experience to each one of them.Amazing resolution and communication skills.
You know how to "read a room." You'll be helping buyers with all inquiries that happen after they can connect with our advisor team.A deep knowledge of our business.
You'll need to learn the markets and the vendors we serve as well as what other departments do so that you can quickly resolve any issue that comes your way.A resourceful mindset.
You will utilize our knowledgebase system, CRM, and additional resources to assist buyers with their inquiries.Flexibility.
This is a new team and the processes that go with it may need to change in order to improve efficiency and provide the best experience for our buyers and users