Buyer Success Specialist (Call Quality Assurance Client Success)

About the role

Please note you will be required to work in a rotational shift for this role (rotation every few months):

• 2:00 PM - 11:00 PM or

• 8:30 PM - 5:30 AM

Gartner Digital Markets (GDM) supports the technology needs of small and medium-sized businesses. GDM comprises four brands - Software Advice Capterra GetApp and UpCity - who are the leaders in helping small businesses select the right software and services. For candidates exploring the technology space for their next opportunity GDM can offer the excitement of working for a startup balanced by the stability of a large established organization and the opportunity to be on the front lines of innovation in a company that is growing and transforming.

The Buyer Success Specialist will be responsible for improving the experience of software buyers and GDM site visitors as well as ensure the quality of our leads sent to our vendor partners. The Buyer Success Teams 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 youll do:

• Manage 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 50 tickets within strict timeframes

  • Manage direct unsubscribe requests

  • Review call recordings and chat transcripts for buyer insights and process improvements

  • Log buyer behaviors to help us understand the buyer journey

• Ensure lead quality by proofreading and enhancing the notes for all the leads we send to our partner software vendors. Rigorously work to improve lead quality and find opportunities to maximize revenue.

• Work directly with Advisors and Advocates when passing a new opportunity follow-up opportunities or in making updates during lead review:

  • Identify revenue opportunities to pass to our advisor team

  • Identify opportunities to maximize lead quality and/or revenue generation

• Coordinate with your Buyer Success and QA teammates to ensure our quality standards are executed consistently and accurately.

• Learn the ins and outs of all the software markets we review. Trust us theres a lot to learn.
  

What youll need:

• Minimum a graduate with 1-3 years of experience in the Quality Assurance or Customer Support

• Preferred experience in Sales lead review proofreading/editing and email customer support.

• Experience working in Excel and CRM tools

• Strong spoken and written english communication skills

• A passion for efficiency. When our leads are high quality our clients are happy. Youll help keep them that way while reviewing a high volume of leads.

• Accountability. Youll make sure that everything is perfect before our leads are sent out and that all of our software advisors are following our call flow.

• Attention to customer experience. We want to respond to customer inquiries quickly and ensure theyre getting the support they need in their software buying journey

• Flexibility. This is a growing 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. You fear no change and are open to offering suggestions for improvement.
  

Who you are:

• Has an ear and eye for details. You understand how to listen actively and pay attention to the details. No mistakes are slipping by you.

• Takes pride in their work. You hold yourself to a high standard and wont accept less than the very best work from yourself and your coworkers.

• A quick learner. Theres going to be a ton to learn right off the bat. Were looking for someone with the smarts to learn our software markets in record time.

• Is comfortable with repetitive work. You thrive on owning a task and being the best at it.

#LI-CD3

Who are we

At Gartner Inc. (NYSE:IT) we guide the leaders who shape the world.

Our mission relies on expert analysis and bold ideas to deliver actionable objective insight helping enterprise leaders and their teams succeed with their mission-critical priorities.

Since our founding in 1979 weve grown to more than 21000 associates globally who support 14000 client enterprises in 90 countries and territories. We do important interesting and substantive work that matters. Thats why we hire associates with the intellectual curiosity energy and drive to want to make a difference. The bar is unapologetically high. So is the impact you can have here.

What makes Gartner a great place to work

Our sustained success creates limitless opportunities for you to grow professionally and flourish personally. We have a vast virtually untapped market potential ahead of us providing you with an exciting trajectory long into the future. How far you go is driven by your passion and performance.

We hire remarkable people who collaborate and win as a team. Together our singular unifying goal is to deliver results for our clients.

Our teams are inclusive and composed of individuals from different geographies cultures religions ethnicities races genders sexual orientations abilities and generations.

We invest in great leaders who bring out the best in you and the company enabling us to multiply our impact and results. This is why year after year we are recognized worldwide as a great place to work.

What do we offer

Gartner offers world-class benefits highly competitive compensation and disproportionate rewards for top performers.

In our hybrid work environment we provide the flexibility and support for you to thrive working virtually when its productive to do so and getting together with colleagues in a vibrant community that is purposeful engaging and inspiring.

Ready to grow your career with Gartner Join us.

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