Research Engagement Services Team Lead

Description

Job Responsibilities

• Lead, manage, and develop a team of Research Engagement Specialists, accountable for team performance

• Manage team members’ workload to ensure the needs of internal and external clients are met in a timely manner and daily service level targets are attained.

• Lead a strong RES team in APAC by

  • Involve in the hiring process of building a strong RES team in APAC

  • Define and communicate goals and objectives in alignment with the RES vision.

  • Ensure team members understand their contribution to and impact on the wider Gartner business

  • Lead and develop team members through individual development planning, performance management, and fostering an inclusive and productive working environment.

  • Promote a team culture of collaboration, open communication, creative thinking, and integrity

• Clear understanding of Research and RES service tools, applications, and processes along with the ability to discuss and articulate these to other business units.

• Recognize potential service impacts to the business before they occur and take proactive measures to ensure business continuity.

• Manage client escalations; potentially manage all complex queries for clients and internal stakeholders directly.

Job Qualifications

• 4+ years in client/customer service management experience, prior leadership experience is highly preferred.

• Excellent verbal and written communication skills, in English and Chinese would be preferred to manage stakeholders across APAC region (Greater China included)

• Excellent computer skills and knowledge MS Office

• Client/Customer/Stakeholder management experience 

• Process-driven, data-driven, methodical, and high attention to detail.

• Strong Interpersonal relationship Building skills, negotiation skills, and collaboration skill

• Ability to prioritize and handle multiple requests concurrently.

• Ability to problem solve and bring timely resolution to issues.

• Ability to work under pressure and in a fast-paced work environment

• Ability to coach, motivate and guide individuals to high performance.

• Ability to effectively prepare, conduct, participate in and follow up on business meetings.
  
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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 mission-critical priorities. We’ve grown exponentially since our founding in 1979 and we're proud to have over 19,500 associates globally that support over 15,000 client enterprises 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 diversity 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.

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