Sr. Ops Associate, Client Insights, CSO
About this role:
The CES arm of Gartner is currently seeking talented people to join its Service operations team in India. As a member of this team, you will get an opportunity to work on some of the key programs under operations which are aimed at driving client engagement and service productivity across Gartner.
This role involves driving higher client's Review & Planning (R&P) calls thereby impacting client engagement and retention by actively working with the service delivery teams across geographies. 'Client service call' is a key vehicle through which services teams deliver value to our clients. To deliver value, securing R&P Call with every client is the first and the most critical step which also is the primary responsibility of this role.
What you'll do:
•In this role, you will have the opportunity to work directly with Gartner's service delivery group and respective leaders with the central goal of driving productivity of the service associates, and to enable process efficiency in the way the service team delivers value to the clients.
•Own and accountable for boosting R&P coverage by running client outreach operations for a large portfolio of clients. Partner and enable services teams on client outreach operation.
•Sending scheduling/campaign outreaches through a campaign management tool
•Creating Validation trackers in google sheets/excel, incorporating client details and inputs required by the Services delivery associates for scheduling
•Owning the end to end execution of any critical scheduling process for the entire BU. E.g.: Owning various process tracker, running specialized outreaches campaigns
•Apply LEAN principles and identify process improvement opportunities for error-free, automated processes
•Implement and replicate process optimization initiative with support from senior members in the team
•Continue to re-engineer and optimize the instrumentation (dashboards, reports, tools) designed to measure and alert SDAs/Leadership on lagging/leading KPIs
•Own stakeholder management, relationship building with team members and with cross-functional units.
What you'll need:
•1.5-3 years as an Operations Associate or equivalent role in Gartner
•Science, Business/Economics, Operations graduate experience in process management, multi-team coordination management. Experience in service operations teams preferred.
•Excellent written, verbal communication skills
•Intermediate excel skills
•Comfortable understanding data, and deriving actionable insights
•Excellent stakeholder presence and ability to convey insights in a group meeting
What you will get:
•Competitive salary, generous paid time off policy, charity match program, Group Medical Insurance, Parental Leave, Employee Assistance Program (EAP) and more!
•Collaborative, team-oriented culture that embraces diversity
•Professional development and unlimited growth opportunities
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.
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.
Job Requisition ID: 114953
