Sr Director Analyst

Gartner seeks a Senior Director Analyst with strong writing and communications skills and expertise in customer service applications platforms technologies and markets to join our Customer Service and Support Technology research team. Knowledge and experience with CRM offerings and their role supporting customer service is required. Expertise with vendors and products in adjacent spaces including Contact Center as a Service (CCaaS) Voice of the Customer and Customer Service Knowledge Management systems is preferred. Relevant vendors include Salesforce Microsoft ServiceNow Oracle Zendesk SAP Pegasystems NiCE Genesys Five9 Talkdesk and Cisco.

Gartner Analysts are widely recognized industry thought leaders who create must-have insights market predictions and best practices for a broad range of world-leading organizations. A Senior Director Analyst plays a lead role in delivering insights to Gartner clients via written publications presentations and personalized this role you will create research and provide advice to Customer Service and Support leaders and the technology leaders who support them. You will generate and deliver insights that help customer service and support leaders make better decisions solve complex issues and execute new practices to achieve key business objectives.

What you will do:

• Author content that delivers thought-provoking and actionable insight to technology leaders responsible for customer service and support initiatives
• Research analyze and predict market demands and evaluate solutions to guide clients through critical technology decisions.
• Develop a complete understanding of the evolving technology market serving customer service organizations.
• Engage with clients directly in virtual and in-person settings to address their questions about technology strategy selection and optimization.
• Create and deliver presentations for Gartner events and webinars.
• Work with other analysts to establish positions that guide clients through their mission critical priorities.
• Review and pressure test the content ideas and presentations of teammates and peers throughout the Gartner analyst community.
• Deliver outstanding sales and service support to retain and grow Gartner business.
• Promote and represent Gartners unique positions and insights to external press and media
• Be a mentor and a coach supporting other analysts team members.

What you will need:

• Broad and deep knowledge of established and emerging applications serving customer service and support organizations centering on CRM for customer service but also including Contact Center platforms knowledge management systems and conversational AI platforms.
• A strong understanding of AI technologies (including generative AI Agentic AI etc.) and their impact and real world use in support of customer service and support initiatives.
• Familiarity with foundational cross-application concepts and capabilities including modern application architecture enterprise architecture composability and integration.
• An understanding of the competitive landscape of vendors serving customer service and support organizations
• Excellent critical writing skills and experience.
• Excellent presentation skills and comfort in presenting insights in large and small-scale speaking engagements.
• Proficiency in analyzing synthesizing and applying data
• A confident and authoritative executive presence; ability to immediately establish credibility with business and IT executives and stakeholders
• Strong organizational skills; ability to produce multiple high-quality content deliverables on tight deadlines while reserving time for client interactions and internal collaboration.
• Ability to engage clients listen and interpret needs and respond effectively to questions in virtual and in-person settings.
• Ability to explain complex concepts concisely and simply
• The independence and initiative to collaborate across teams to cultivate ideas and positions
• Bachelors degree or equivalent experience required (graduate degree preferred); 12 years of relevant field or industry experience
• Willingness and ability to travel up to 15% (where applicable)

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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 business and technology insights helping enterprise leaders and their teams succeed with their mission-critical priorities.

Since our founding in 1979 weve grown to 20000 associates globally who support over 13000 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 vast virtually untapped market potential offers limitless opportunities opportunities that may not even exist right now for you to grow professionally and flourish personally. 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.

Gartner is the world authority on AI

At Gartner youll join a company at the very center of the AI revolution. Gartner has proactive objective guidance throughout clients AI journeys. We set the standard for how organizations leverage artificial intelligence to drive meaningful impact. Youll have access to unmatched resources expertise and technology and play a key role in helping Gartner and our clients innovate and grow as we leverage AI to transform business and technology landscapes.

Its an exciting time to be at Gartner with limitless opportunities to make a real impact grow your skills and build a lasting meaningful career in a field thats reshaping the way we operate. If youre passionate about AI and want to be part of a team thats guiding the leaders who shape the world Gartner is the place for you.

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.

Gartner believes in fair and equitable pay. A reasonable estimate of the base salary range for this role is 172000 USD - 202500 USD. Please note that actual salaries may vary within the range or be above or below the range based on factors including but not limited to education training experience professional achievement business need and addition to base salary employees will participate in either an annual bonus plan based on company and individual performance or a role-based uncapped sales incentive plan. Our talent acquisition team will provide the specific opportunity on our bonus or incentive programs to eligible candidates. We also offer market leading benefit programs including generous PTO a 401k match up to $7200 per year the opportunity to purchase company stock at a discount and more.

The policy of Gartner is to provide equal employment opportunities to all applicants and employees without regard to race color creed religion sex sexual orientation gender identity marital status citizenship status age national origin ancestry disability veteran status or any other legally protected status and to seek to advance the principles of equal employment opportunity.

Gartner is committed to being an Equal Opportunity Employer and offers opportunities to all job seekers including job seekers with disabilities. If you are a qualified individual with a disability or a disabled veteran you may request a reasonable accommodation if you are unable or limited in your ability to use or access the Companys career webpage as a result of your disability. You may request reasonable accommodations by calling Human Resources at 1 or by sending an email to.

Job Requisition ID:113806

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