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Senior Operations Associate, Compliance

Description

What makes Gartner Digital Markets a GREAT fit for you?     

       

Gartner Digital Markets is a business unit within Gartner. Our mission is to help small businesses make the right technology decisions and find the tools they need to grow, optimize, and become more effective at what they do. The business is comprised of three leading brands—Capterra, Software Advice, and GetApp. For candidates interested in taking their next career step in the technology space, Gartner Digital Markets offers the fast pace and excitement of working for a startup, the stability and resources of a large, established organization, and the opportunity to be on the front lines of innovation in an industry that is always growing and transforming.

About this role:

The Senior Operations Associate, Compliance is responsible for addressing client support questions pertaining to the Gartner Digital Markets reviews platform, and managing the contract administration process for Gartner Digital Markets vendor agreements. Responsibilities will include answering review-related questions from both software vendors and software reviewers, ensuring review decisions are in check with Gartner’s guidelines and moderating reviews content. Additional responsibilities include the processing of incoming requests from internal sales teams, processing order agreements through internal systems,  and ensuring data accuracy. The ideal candidate will have previous experience working in a client-facing support role, have experience dealing with contract matters, and working with sales, legal & procurement departments. Strong communications skills, both written and verbal, are a must, as well as experience working with data, especially client support and/or legal systems. 

What you’ll do: 

Reviews Compliance Administration:

  • Provide best in class customer support.  The associate will be responsible for processing and responding to client inquiries in accordance with internal SLAs and communication standards.

  • Develop a complete understanding of site guidelines and legal policies, as well as product offerings and internal systems, to ensure accuracy when responding to client inquiries.

  • Prepare administrative reports and ad-hoc analysis, and suggest process and technology improvements to provide greater support and coverage for internal clients, while completing other tasks as required

  • Collaborate with the manager and global team to seek continuous improvement & innovation to team processes.

  • Problem solve and present on new ideas for tech and product teams to work upon to improve the reviews collection process.

Contract Administration:

  • Manage incoming service agreements and contracts for 100% compliance. This includes, but is not limited to: 1. Inputting metadata into internal systems, 2. Document comparison and confirm for approvals, 3. Process signature, & 4. Process for uploading into systems.

  • Responsible for entering product and pricing data into internal systems from client contract documents while recognizing non-standard terms that require modification or correction.

  • Liaise with internal associates in relation to client legal forms and requests.

  • Ensure compliance with Gartner corporate governance regarding document administration, including any non-standard items, such as legal term changes, non-standard SDs, non-standard pricing, and non-standard billing terms have been approved.

  • Consistently make processes more efficient, automate repetitive tasks and enhance ease of work for everyone within the team

  • Support of manager in providing first line of support to Sales on all issues relating to sales contracts and requests for contracts, escalating to senior staff as required 

  • Prepare instructive communications to and liaise with Legal, Sales, and Financial teams in fulfillment of above responsibilities.

Business Acumen:

  • Suggest process and technology improvements to provide greater support and coverage for internal clients, while completing other tasks as required.

  • Train and onboard junior associates, auditing work to track performance and ensure 100% accuracy. 

  • Fair, honest, professional, friendly and collaborative approach with all stakeholders including remote team members and manager (Sales, Legal, Operations, Corporate, etc.)

  • Execute any and all special ad hoc projects initiated to fulfill business requirements.

  • High work ethic and integrity

  • Effective communicator, with exceptionally strong verbal and written skills in the English language.

  • Ability to manage adapt to the use of multiple technology solutions 

Impact of Role and Expectations:

  • Protect the Gartner Brand while balancing the requirements of the business against the Company’s requirements to ensure protection of its core business policies.

  • Ability to handle pressure from management in relation to processing agreements and responding to support tickets within company policy guidelines.

  • Ability to take a “hands-on” approach, willing to tackle to any task assigned in the spirit of helping the broader team

  • Understanding when to escalate appropriately to management.

  • Effectively process high volume and variety of incoming requests by multi-tasking and creative problem-solving.

Relationships: Internal/External

  • Internal: Collaborative approach with Sales, Sales Leadership, Corporate Billing & Financial Services, Product Management, Corporate Legal, while ensuring compliance with business policies on contracts as well as reviews.

  • External: Direct positive and effective client interactions with site users as well as client software vendors to answer any queries as it relates to our reviews program.   

What you’ll need:

  •  Bachelor’s degree is required; Masters or advanced degree a plus

  • Willingness to maintain or obtain skills necessary to be proficient on department systems

  • Strong understanding of contracts or policy creation/enforcement in a service driven environment is preferred .

  • Excellent communication skills developed in a service driven environment, including excellent English skills (written and verbal)

  • Ability & eagerness to work with small-to-large sets of data, analyze and generate insights to identify trends and patterns

  • At least 2-5 years in a professional work environment, focused on client support and/or dealing with contract and legal matters. Experience with helpdesk systems and/or contract management software is a plus. 

  • Highly proficient with Web research.

  • Effective public speaking, organizational, prioritization and problem-solving skills.

  • Experience analyzing data (Excel or other data analytics tools). Power BI/SQL knowledge is a differentiator

  • Client-facing experience with commercial awareness. As the first point of contact for many clients, it is imperative this position be handled in an extremely professional and customer service oriented manner in order to ensure a positive client experience. 

Who you are:

  • Strong and effective communicator

  • Process-driven, methodical, organized and pays strong attention to detail.Unwilling to let even minor issues slide without correction. Comfortable working with data and able to adapt to new technology easily

  • Willingness to assume responsibility and adaptability for the role, while displaying a sense of urgency to the business.

  • Ability to bootstrap ideas into projects and execute them efficiently in timed manner

  • Consistently high achiever marked by perseverance, humility and a positive outlook in the face of challenges

  • Ability to work in a high performing team and take ownership of your work

  • Ability to work autonomously (i.e., high degree of self-reliance/self-starter within a remote team (a multinational company experience would be preferred)

  • Proactive approach to problem-solving to Improve the processes on an on-going basis 

  • Embrace Gartner Core Values: Integrity, Objectivity, Results, No-Limits Mindset, Collaboration

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

#LI-SY1

#LI-Hybrid

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 +1 (203) 964-0096 or by sending an email to  ApplicantAccommodations@gartner.com .

Job Requisition ID:74666

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