About the Role
We're looking for a Senior Research Director with expertise in CRM Customer Engagement Center and Digital Customer Service vendors, platforms, markets, and technologies to join our Customer Service and Support Technology research team. Experience with or deep knowledge of CRM Customer Engagement Center vendors like Salesforce, Microsoft, Oracle, Pegasystems, ServiceNow, Zendesk, SAP, eGain, Freshworks, Appian, SugarCRM, and Zoho is required. Gartner Analysts are recognized as industry thought leaders and are responsible for creating must-have research, market predictions, vendor evaluations, and best practices for a wide array of world-leading organizations.
A Senior Director Analyst is expected to have a keen eye for problem identification and solution creation within their respective market. In this role, you will create research and provide advice to Customer Service and Support leaders, technology leaders, and vendors on CRM Customer Engagement Center capabilities, application, and market direction. You will use your knowledge and conduct research to generate insights that help executives make better decisions, solve complex issues, and execute new practices to achieve key business objectives. A Senior Director Analyst is tasked with writing and publishing their insights as best practices, market and vendor trends, and their market evaluations as Magic Quadrants for Gartner clients. In addition, Analysts meet with clients every day: on the phone, in a videoconference, via webinars, from the stage at a Gartner event, or face-to-face during a sales support visit. In every client interaction, you will help Gartner clients solve difficult business and technology decisions that lead to better performance.
Ideal candidates must possess expertise in supporting the Customer Service and Support function from a technology perspective, specifically in applications used by customer service and support functions to intelligently engage customers, both proactively and reactively. They should have practical experience with CRM Customer Engagement Center capabilities like omnichannel orchestration, case and ticket management, workflow automation, knowledge base management, customer analytics and reporting, self-service and customer portals, integration and compatibility, customer feedback and surveys, and collaboration and team management. Candidates must also be comfortable creating written, customer-facing deliverables and must be able to clearly communicate their insights and recommendations to an executive client audience. If you have spent your career designing, managing, and/or deploying CRM Customer Engagement Center, omnichannel solutions, and/or digital customer service platforms and are excited about sharing your experience through written research and advice for Customer Service and Support leaders, then this role is for you.
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