Client Success Manager
About the role
The Client Success team follows a Client for Life Philosophy, and individuals in this role ensure that every Gartner client receives value far exceeding their investment. Associates seek to understand and surface clients' business priorities, breakdown challenges, and identify the most effective ways to support the client in making the right decisions for their business. To thrive in this environment, associates must be continuous learners who are adaptable to change, demonstrate a champion mindset, and exhibit purposeful persistence. They are responsible for onboarding clients, proving the concept of Gartner services, and stimulating client engagement of products that are used by large client teams.
What you will do
•Regularly meet and engage with clients virtually to understand their business priorities, and recommend a program of action that drives high value, client retention, and client return on investment.
•Uncover and capture how the client measures value (creating Value Statements) to ensure value is recognized and delivered throughout the life of the contract.
•Build, develop, and manage relationships with C-level clients across various business functions, acting as an apprentice in influencing and problem-solving with these senior stakeholders.
•Collaborate with internal Gartner partners (such as Sales and Executive Partners) to overcome obstacles, ensure clients have the correct access, and maximize the value Gartner delivers.
•Occasionally serve as a core team member in operational improvement initiatives.
•Contribute to the success of the broader team by occasionally coaching others in areas of expertise or providing long-term mentoring.
•Conduct regular reviews of the client book of business, looking into performance and key client engagement metrics to ensure the renewal and retention of clients.
What you will need
•4+ years relevant professional experience.
•Customer centricity and commercial mindset to drive renewal of the business.
•A proven track record of excellence fuelled by strong Executive Presence, communication, collaboration, prioritization, critical thinking, and influencing skills.
•Strong analytical skills, specifically the ability to translate raw data and understand technology/business workflows in order to convert business insights into actionable recommendations.
•A passion for client service, coupled with the ability to understand and capture client Mission Critical Priorities (MCPs) and business requirements.
•Bachelor's degree preferred.
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, we've grown to 20,000 associates globally who support over 13,000 client enterprises in ~90 countries and territories.
What do we offer?
Gartner offers world-class benefits, highly competitive compensation and disproportionate rewards for top performers. This is a hybrid work environment, providing flexibility and support to work virtually when productive and to get together with colleagues in person.
