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Senior Director, CRM and Customer Experience - Remote North America


What makes Gartner Research a GREAT fit for you?

  • You are a team player who values expert insights, bold ideas and intellectual courage.

  • You are always learning and looking to discover what’s next in technology.

  • You believe that good technology needs to be balanced with good governance, planning and process.

  • You pursue personal excellence through team collaboration and consensus.

If this describes you, Gartner is looking for you! Gartner is an upbeat culture based on collaboration, teamwork, integrity, and objectivity that values creativity and innovation. As a Gartner analyst, you’ll not only help clients solve complex challenges and deliver on key initiatives, but you’ll also grow your career and the scope of your impact across industries. We work hard — and we reward success with exceptional opportunity.

About the role:

We are looking for a senior CRM analyst and thought leader to join our highly collaborative and diverse team who is passionate about helping our clients leverage CRM technologies to support enterprise CRM initiatives that build stronger customer relationships and deliver an outstanding customer experience. Analysts produce research that answers the most pressing questions for IT Leaders across a number of industries and business domains. An analyst is an articulate thought-leader as well as an inquisitive student who enjoys continually learning. The ideal candidate will have hands-on experience with numerous CRM technologies (e.g., sales, customer service, marketing and digital commerce) and how these technologies come together to create a CRM architecture and customer technology platform.  

What you will do:

  • Develop thought leading research on CRM strategies and technologies.

  • Work with clients on strategic and tactical CRM technology challenges.

  • Deliver presentations at Gartner events, including Summits, and Symposia.

  • Work with major CRM technology providers on product and industry direction.

  • Attain industry leadership by responding to press inquiries and speaking at industry events.

  • Support Gartner sales with proof of concepts and consultation on becoming a Gartner client and how we can help them with their CRM strategy and technology.

  • Contribute to research and agenda planning.

What you will need:

We are seeking an experienced CRM professional who has knowledge across a variety of CRM applications, business domains, and industries. Qualified candidates should demonstrate expertise in the following areas: 

  • Subject matter expertise in enterprise CRM architecture and technologies. Knowledge of the enterprise landscape, and the competitive interplay between established CRM vendors, emerging providers, disruptors and industry partnerships.

  • Demonstrated understanding of cross-industry enterprise CRM applications and opportunities in that market.

  • Building a CRM architecture and roadmap for implementation of CRM applications across business domains within the enterprise. 

  • Experience with CRM applications that support sales, customer service, marketing and digital commerce and how these integrate to build an enterprise customer technology platform that supports the customer experience.

  • Creating an enterprise CRM strategy with practical steps for the implementation of cross-industry CRM applications that support a variety of CRM and customer experience use cases. 

  • Knowledge and experience with CRM applications from major vendors such as Salesforce, Microsoft Dynamics, Oracle and SAP preferred.

  • 12+ years of experience in a CRM-related role. 

  • Candidates may come from an end user environment, software vendor in the product team, implementation partner, and/or a consulting background in this space. 

  • While technical knowledge and experience is critical, it is equally important that the successful candidate can see beyond technology to meet business objectives. 

  • Excellent writing and research skills, coupled with strong analytical skills. 

  • Excellent presentation skills, including small to large audiences (500+ people). 

  • Excellent collaboration skills, able to graciously give and receive constructive feedback.

  • Ability to take a position, based on facts, and support that position to clients, both external and internal, with clear analysis. Willingness to openly consider new information. 

  • Broad knowledge of industry trends and emerging technologies that support CRM. 

What We Offer:

In addition to our competitive base salary, our benefits are first class.  We offer:

  • Comprehensive medical plan options with low employee contributions, including prescription drug coverage as well as Dental and Vision plans. 

  • 401K with company contribution and aggressive vesting schedule 

  • Company paid life insurance, long-term disability pays, short-term disability pay, and optional supplemental insurance 

  • Employee Stock Option Purchase Plan 

  • Competitive Paid Time Off plan with additional paid holidays

This position is remote and will be based in the USA.



Who are we?

At Gartner, Inc. (NYSE: IT), we deliver actionable, objective insight that drives 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.

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 .

Job Requisition ID:81290

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