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Service Operations Associate

Description

What makes Gartner a GREAT fit for you? When you join Gartner, you’ll be part of a team with a no-limits mindset that helps the world become smarter and more connected. We’re the world’s leading research and advisory company that steers clients toward the right decisions with business and technology insights they can’t find anywhere else. Our associates enjoy a collaborative work environment with exceptional training and career development. If you like working with a curious, supportive, high-performing team, Gartner is the place for you. 

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About Gartner:  
Gartner, Inc. (NYSE: IT) is the world’s leading information technology research and advisory company. We deliver the technology-related insight necessary for our clients to make the right decisions, every day. We work with every client to research, analyze and interpret the business of IT within the context of their individual role. Founded in 1979, Gartner is headquartered in Stamford, Connecticut, U.S.A. Visit gartner.com to discover more

Service Operations Associate – Operations (Global Strategy & Operations)

What makes Gartner a GREAT fit for you?

When you join Gartner, you’ll be part of a fast-growing team that helps the world become smarter and more connected. We’re the leader in our industry, achieving double-digit growth by helping clients make the right decisions with business and technology insights they can’t find anywhere else. Our associates enjoy a collaborative work environment, exceptional training and career development — as well as unlimited growth potential. If you like working with a generous, supportive, high-performing team, Gartner is where you want to be.

About this role:

The Global S&O arm of Gartner is currently seeking talented people to join its Strategy & Operations team in US.  As a member of this team, you will get an opportunity to work on some of the key programs under operations which aim at driving sales and service productivity across Gartner.

This role involves working with Services & delivery and Sales teams to drive various enabler initiatives viz. securing Client’s Review & Planning calls, Joint Consultation calls, POC (Proof of Concept) Calls, Client onboarding etc. In order to deliver value effectively and drive client acquisition and engagement, these initiatives are pivotal and leads to higher win rate and client retention which is an ultimate goal.

In this role, you will also have the opportunity to work directly with leaders across Gartner’s service delivery group, sales group with the central goal of driving higher new business, client engagement and retention ensuring streamlined operations for both sales and service teams/leaders, and to enable process efficiency in the way the service team delivers value to the clients.


What you’ll do: 

Core Operations:

  • Act as a service enabler to the services and partners and other groups to drive operational initiatives 
  • Own and accountable for scheduling client calls (including internal sales support calls to enable sales and service teams to better prepare for client calls) for a sizable portfolio of clients
  • Utilizing Outlook and phone to schedule client calls – attempt to schedule recurring calls with all clients; reschedule upon cancellation/change requests from the client or the services and delivery teams
  • Assign the right service EP/LP/MA/ G.com Specialist support for POC call/ Internal Sales Support requests coming from sales teams
  • Seek continued guidance from managers and service leaders to improve the scheduling and assignment process across the territories. Suggest and drive ideas/levers which has potential to drive business indicators
  • Report on the KPIs based on the automated Power BI dashboard to the service leaders
  • Document process steps, guidelines, process maps to maintain the project repositories. Participate in training new members of the team as and when needed
  • Be the quality custodian of the processes and ensure all quality rubrics criteria is met

Iterate to increase business impact and drive continuous process optimization

  • Proactive support on aligned operational/pilot projects, drive and implement initiatives leading to
    • Scheduling call with 100% of client base. maximize acceptance on the invites and show rate of the calls
    • Client list management in the tracker. Ensure accurate assignment based on mapping
  • Apply LEAN principles and identify process improvement opportunities for error-free scheduling, assignment and tracking. Support in problem solving for effectiveness of client scheduling, assignment process and ensure quality
  • Work with managers and leaders in the team towards improving and optimizing current processes and push service productivity/efficiency to better levels
  • Identify opportunities to replace manual processes with right automation opportunity

Collaboration and Stakeholder Management

  • Own communication and relationship with clients, sales teams and services teams to drive business objectives
  • Collaborate with internal GS&O team members and services leaders to continuously highlight any outliers and brainstorm on methods to enhance performance

What you’ll need:

  • Bachelors degree with 1-3 years of experience in process management, and service delivery teams workflow management, multi-team coordination management
  • Excellent written, verbal communication skills
  • Expert-level scheduling skills with Outlook
  • Advanced skills using Teams, Webex and other collaboration tools
  • Intermediate Excel skills
  • Comfortable understanding data, and representing it for senior leaders
  • Excellent stakeholder presence and ability to convey insights in a group meeting

Who you are:

  • Collaborating with others to overcome challenges whilst working in a fast-paced and dynamic environment
  • Planning and organizing your time effectively
  • Building strong working relationships with partner teams over emails, calls in a global setting
  • Driving continuous improvement for better outcomes and ROI for business
  • Delivering customer service and passionate about delivering value to clients
  • Communicating a clear and concise message verbally or via email

What we offer:

In addition to an outstanding work environment with rapid advancement potential, Gartner associates enjoy exceptional compensation and benefits, including:

  • Competitive base salary
  • Flexible work environment
  • A great work culture



 

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 affirmatively 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 203-964-0096 or by sending an email to  ApplicantAccommodations@gartner.com .

Job Requisition ID:58008

By submitting your information and application, you confirm that you have read and agree to the country or regional recruitment notice linked below applicable to your place of residence.

Gartner Applicant Privacy Link: https://jobs.gartner.com/applicant-privacy-policy

Who are we?

Gartner delivers actionable, objective insight to executives and their teams. Our expert guidance and tools enable faster, smarter decisions and stronger performance on an organization’s most critical priorities. We’ve grown exponentially since our founding in 1979 and we're proud to have nearly 16,000 associates globally that support our 14,000+ clients in more than 100 countries.

What makes Gartner a great place to work?

Our teams are composed of individuals from different geographies, cultures, religions, ethnicities, races, genders, sexual orientations, abilities and generations. We believe that a variety of experiences makes us stronger—as individuals, as communities and as an organization. That’s why we're recognized worldwide as a great place to work year after year. We've been recognized by Fortune as one of the World’s Most Admired Companies, named a Best Place to Work for LGBTQ Equality by the Human Rights Campaign Corporate Equality Index and a Best Place to Work for Disability Inclusion by the Disability Equality Index. Looking for a place to turn your big ideas into reality? Join #LifeAtGartner

What we offer:

Our people are our most valuable asset, so we invest in them from Day 1. When you join our team, you’ll have access to a vast array of benefits to help you live your life well. These resources are designed to support your physical, financial and emotional well-being. We encourage continued personal and professional growth through ongoing learning and development opportunities. Our employee resource groups, charity match and volunteer programs keep you connected to your internal Gartner community and causes that matter to you.

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 affirmatively 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 203-964-0096 or by sending an email to  ApplicantAccommodations@gartner.com .

Job Requisition ID:60878

By submitting your information and application, you confirm that you have read and agree to the country or regional recruitment notice linked below applicable to your place of residence.

Gartner Applicant Privacy Link: https://jobs.gartner.com/applicant-privacy-policy

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