Description
About this role:
The Service Operations Center of Excellence in Fort Myers is responsible for ensuring global Client retention. The Client Insights team works directly with Gartner’s service delivery group with the central goal of improving end user retention, driving productivity and value addition for service associates, and to enable process efficiency in the way the service team delivers value to the clients.
What you’ll do:
Drive client retention, value and engagement by collaborating with and empowering Global service delivery groups across client growth and retention life cycle
- Strategizing, executing and delivering against service group’s performance expectations
- Innovate through analytical methods to improve productivity of service associates
- Co-owning business territories/ account portfolio of around 25 accounts & driving improvements on retention / conversion indicators
- Continuously partnering with the Team managers and Executive Partners (EPs) to improve clients’ engagement and retention
- Partner with Service Delivery Team (EPs) to identify clients’ C level priorities by analyzing multiple data sources and synthesizing them to identify the most impactful client priorities
- Develop client-facing collaterals to support sales & services to save time and to help them have effective client conversations and renewal discussions. Provide support on various strategic deliverables such as value plans, Outside-in analysis to EPs and providing value against the clients’ MCPs throughout their lifecycle
- Drive operational excellence- Identify process improvement opportunities and apply LEAN principles to boost efficiency and productivity of processes & people
- Problem solve by collaborating with services and Ops partners to identify key levers of retention/ conversions and work on related solutions
- Own stakeholder management with team members and with cross-functional units. Ensure right communication and positioning of the vision and priorities to team members
- Provide active support as and when needed during development and execution of strategic initiatives within GS&O, GS&D and across Sales, R&A and Product; lead some of these projects independently
- Continue to re-engineer and optimize the instrumentation (dashboards, reports, tools) designed to measure and alert SDTs/Leadership on lagging/leading KPIs
- Continuously innovate by deriving insights, keeping client-focus in mind to improve existing process, tools, new business growth and retention
- Team with your manager to drive insights, ideate, and deliver high impact
- Act as a service enabler to the services and partners and other groups to drive operational initiatives
- Demonstrate business ethics of highest order and percolate the culture of collaboration, team ethics in the best possible manner.
What you’ll need:
- Being a US citizen
- Residing in the US
- Bachelors degree
- Possess qualitative and quantitative problem-solving skills
- Practical, intuitive problem solving and the ability to translate analysis into actionable insights
- Good business acumen/orientation to understand client’s priorities from a CXO lens
- Excellent oral and written communications skills. Able to communicate & collaborate with senior leaders, manage multiple stakeholders and build relationships with them
- Strong Microsoft Office expertise –Advanced Excel, PowerPoint
- Ability to create scalable solutions and drive implementation across the organization
- Drive continuous improvement (process, automation etc.), new ideas and innovations consistently
