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Client Success Specialist


About the role:

The team directly works with Gartner’s clients and prospects to address their needs or problems either by assisting in the moment or connecting the clients with the most appropriate group or individual. Associates seek to understand and surface client’s business priorities, breakdown challenges, apply logic, and identify the most effective ways to support the client.

What you will do:

  • Providing a central, immediate point of contact for Gartner’s clients and prospective clients to submit requests/issues via phone, e-mail or web;

  • Actively support our Sales and Marketing teams in their efforts to sell, serve, and market to both existing and prospective clients

  • Managing and analyzing inbound volume by documenting and tracking requests or issues via case management technology; and

  • Actively support our services people in their efforts to engage and retain our existing clients by ensuring the issues are prioritized and resolved

  • Help educate clients and prospects in the moment regarding our website, services available, how we are organized for our customers, etc.

  • Improve processes and innovate: Identify root causes of client issues, suggest best possible solutions, create new processes or simplify existing processes to ensure issues don’t recur, and collaborate with the corresponding BUs in Gartner to implement those solutions and processes

  • Execute against and resolve broader product and service inquiries (how to find specific research on our website, explain specific products or services available for a given topical area, articulate Gartner value, etc.…)

  • Assist conferences group through inbound support for ensuring users can attend conferences without any problems

  • Assist Interactive Client Services Management in documenting, tracking, and analyzing request trends, issues with inbound process, request fulfilment metrics, and inbound volume patterns to improve service execution

What you will need:

  • 1-5 years relevant professional experience in customer services

  • Superior customer/clients service ethic

  • Willingness to work in shifts

  • Superior interpersonal skills

  • Problem solving, issue resolution skills; ability to improve processes and implementing practical solutions collaboratively with multiple BUs

  • Proven track record of success fueled by a passion for delivering value to clients

  • Exceptional communication, collaboration, prioritization, problem solving, critical thinking, and influencing skills

What you will get:

  • Competitive salary, generous paid time off policy, charity match program, Group Medical Insurance, Parental Leave, Employee Assistance Program (EAP)

  • Collaborative, team-oriented culture that embraces diversity

  • Professional development and unlimited growth opportunities


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:84999

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