Job Description
We are looking for a CRM and Customer Experience (CX) thought leader to join our highly collaborative and diverse team who is passionate about helping our clients leverage CRM technologies to support enterprise-wide CRM and Customer Experience initiatives that build stronger customer relationships across the entire organization. Analysts produce research that answers the most pressing questions for IT Leaders across a number of industries and business domains. An analyst is an articulate thought-leader as well as an inquisitive student who enjoys continually learning. The ideal candidate will have hands on experience across a broad set of CRM technologies in multiple business domains (e.g., sales, customer service, marketing and digital commerce) and how these technologies come together to create an enterprise-wide CRM architecture that delivers an integrated customer experience across the organization.
What you’ll do:
- Develop thought leading research on CRM strategies and technologies.
- Work with clients on strategic and tactical CRM technology challenges.
- Deliver presentations at Gartner events, including Summits, and Symposia.
- Work with major CRM technology providers on product and industry direction.
- Collaborate with the team on Customer Experience strategy and how CRM technology supports the implementation of customer journeys to deliver a more seamless customer experience.
- Support Gartner sales with proof of concepts and consultation on becoming a Gartner client and how we can help them with their CRM strategy and technology.
- Contribute to research and agenda planning for customer strategies and technologies.
What you’ll need:
- We are seeking an experienced CRM professional who has knowledge across a variety of CRM applications, business domains, and industries. Qualified candidates should demonstrate expertise in the following areas:
- Subject matter expertise in enterprise CRM architecture and the technologies that support it. Knowledge of the enterprise landscape, and the competitive interplay between established CRM vendors, emerging providers, disruptors and industry partnerships.
- Building a CRM architecture and roadmap for implementation of CRM applications across business domains within the enterprise.
- How to leverage CRM technologies to build customer journeys that support the customer experience across business domains.
- Creating an enterprise CRM strategy with practical steps for the implementation of cross-industry CRM technologies that support a variety of CRM and customer experience use cases.
- An understanding of connective cross-CRM technologies such as customer data management, AI and customer analytics to support enterprise-wide CRM initiatives.
- An understanding of the impact of AI technologies on CRM is highly desirable.
- Knowledge and experience with CRM applications from major vendors such as Salesforce, Microsoft Dynamics, Oracle and SAP preferred.
Who you are:
- A bachelor’s degree or equivalent experience
- Minimum of 10 years of experience in a research or technology related role preferably in the CRM and Customer Experience areas
- Candidates may come from an end user environment, software vendor in the product team, implementation partner, and/or a consulting background in this space.
- While technical knowledge and experience is critical, it is equally important that the successful candidate has the ability to see beyond technology to meet customer-focused business objectives.
- Excellent writing and research skills, coupled with strong analytical skills.
- Broad knowledge of industry trends and emerging technologies that support CRM.
- Ability to travel approximately 10 to 15% of the time, mostly within the region (NA), potentially some international travel.
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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 insight, helping enterprise leaders and their teams succeed with their mission-critical priorities.
Since our founding in 1979, we’ve grown to more than 21,000 associates globally who support ~14,000 client enterprises in ~90 countries and territories. We do important, interesting and substantive work that matters. That’s 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 it's 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.
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 Company’s career webpage as a result of your disability. You may request reasonable accommodations by calling Human Resources at +1 (203) 964-0096 or by sending an email to [email protected].
Job Requisition ID:99680
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