The primary purpose of this role is to drive revenue growth through tactical execution of retention programs to drive higher retention across Global Technology Sales (GTS). This will encompass planning and development activities such as program design and execution, process improvement and the world-class execution of existing programs to new areas. This role will lead execution with support from BU partners and sales leaders. The role will focus on quantitative and qualitative analysis to identify actionable insights, measure progress, and impact (ROI) to make necessary ongoing enhancements. The role should fulfil all requirements of planned and ad-hoc activities to meet the needs of a specific region(s) in GTS.
Co-Lead and Manage the end to end execution for GTS’s retention plays (Forward Looking Impact Assessment and Service as One Gartner) to achieve 86%+ Retention Goal
Help define and scope the current retention programs, processes, and tools. Understand the need for enhancements for future versions based on feedback and analytics. Work closely with Continental Ops, Sales Leaders and Service/Delivery teams to determine current effectiveness and drive ongoing world-class execution Create and drive change management efforts based on current state and future desired state Maintain and enhance existing tools/processes/communication and create new tools/processes/communication as needed
Support execution of Retention Life Cycle (RLC) in GTS Non-Prioritized Accounts:
Partner with LOB leaders and resources to execute the full retention lifecycle (RLC - SKO, QBR 90, QBR 180, QBR 270) Improve RLC execution by ensuring these critical milestones are delivered on pace, and supported by a high-quality impact assessments (IA) Address drivers of low non-auto retention rates (CRRx) – support cross-functional efforts led by service team Enable Sales teams to leverage and adopt tools to improve client engagement – focusing on driving High-Value Engagement (HVE) Support channel-specific needs e.g. MSE Retention Playbook, Government programs, HT Team etc. Provide cross-functional program support on these retention programs to sales teams in collaboration with service and Prioritized Accounts (PA) Teams Collaborate and coordinate with various Lines of Business (Continental Ops, GRP Team, EU & HT Products & Services) to help AEs/SMs drive higher retention in Non-PA accounts Collaborate with Sales Learning and Development (SL&D) for delivering ongoing training and development
Other specific activities:
Be an advocate for change and drive improvements with Sales leadership Effectively communicate the "WHY" for the programs, and ensure sales buy-in. This will include not just general communication, but delivery to groups and 1:1 sessions with influencers Drive execution with Sales teams by using proven sales practices - the "HOW" to do it. Work with SL&D to create and deliver effective coaching/training sessions Monitor and track progress to ensure that specific activities (the "WHAT") related to the program are being executed effectively across the channel Create and manage roadmap of enhancements for each program/process. Execute these enhancements for ongoing improvement. Lead iterative program improvement plans with Sales Ops Leaders and Line-of-Business partners (EU/HT Product Management, Research, EXP, EITL, etc) Communicate effectively at all levels up to, and including, EVP level. For S/GVPs of Sales in regular sessions and in response to ad-hoc requests Support sales S/GVP and Sales Ops Leaders in carrying out various sales operations related activities
Analytics, Reporting and Continuous Improvement:
Capture and share retention best practices on a regular basis Establish processes to collect and conduct key analytics to drive Sales business initiatives Analyze leading and lagging indicator data to identify gaps and opportunities, and evaluate possible solutions for implementation Capture and Analyze impact and ROI of programs to drive future enhancements Make prioritized recommendations based on estimated return and/or benefit to the business. Train, mentor/coach and collaborate with peers
Bachelor’s Degree or equivalent, master’s degree preferred 5+ years total business experience. 2+ years of sales management experience in a business-to-business sales environment. 2+ years of internal Gartner experience Demonstrated proficiency in successfully managing retention initiatives Strong facilitation, communication, leadership and influence skills Ability to develop strong credibility with Sales leadership and become a trusted advisor Proven ability to understand business initiatives and challenges, and to recommend business solutions using fact-based analytics Ability to build partnerships and collaborate across lines of businesses Excellent program management and communications skills Excellent analytical, critical thinking and problem-solving skills Executive presence, facilitation, and leadership qualities Strong ability and desire to build credibility and develop trusted relationships Highly skilled in using tools and technical knowledge to Analyze data to develop insights, and make decisions and drive actions based on those insights Curiosity, can-do attitude, conviction, confidence, coachability
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