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Sr. Director Analyst, CRM Customer Engagement Center and Digital Platform Service (Remote - US)


Senior Director Analyst, CRM Customer Engagement Center and Digital Service Platforms

About the Role:

We’re looking for a Senior Research Director with expertise in CRM Customer Engagement Center and Digital Customer Service vendors, platforms, markets, and technologies to join our Customer Service and Support Technology research team. Experience with or deep knowledge of CRM Customer Engagement Center vendors like Salesforce, Microsoft, Oracle, Pegasystems, ServiceNow, Zendesk, SAP, eGain, Freshworks, Appian, SugarCRM, and Zoho required.

Gartner Analysts are recognized as industry thought leaders and are responsible for creating must-have research, market predictions, vendor evaluations, and best practices for a wide array of world-leading organizations. A Senior Director Analyst is expected to have a keen eye for problem identification and solution creation within their respective market. In this role, you will create research and provide advice to Customer Service and Support leaders, technology leaders, and vendors on CRM Customer Engagement Center capabilities, application, and market direction. You will use your knowledge and conduct research to generate insights that help executives make better decisions, solve complex issues, and execute new practices to achieve key business objectives.

A Senior Director Analyst is tasked with writing and publishing their insights as best practices, market and vendor trends and their market evaluations as Magic Quadrants for Gartner clients.  In addition, Analysts meet with clients every day: on the phone, in a videoconference, via webinars, from the stage at a Gartner event or face-to-face during a sales support visit. In every client interaction you will help Gartner clients solve difficult business and technology decisions that lead to better performance.

Ideal candidates must possess expertise in supporting the Customer Service and Support function from a technology perspective. Specifically, applications used by customer service and support functions to intelligently engage customers, both proactively and reactively, by answering questions, solving problems, and giving advice. They should have practical experience with CRM Customer Engagement Center capabilities like omnichannel orchestration, case and ticket management, workflow automation, knowledge base management, customer analytics and reporting, self-service and customer portals, integration and compatibility, customer feedback and surveys, and collaboration and team management. Candidates must also be comfortable creating written, customer-facing deliverables and must be able to clearly communicate their insights and recommendations to an executive client audience.

If you have spent your career designing, managing, and/or deploying CRM Customer Engagement Center, omnichannel solutions, and/or digital customer service platforms and are excited about sharing your experience through written research and advice for Customer Service and Support leaders, then this role is for you.

What you will do:

  • Deliver high-quality actionable advice to an executive client audience through a variety of media.

  • Write evidence-based content that is clear and actionable.

  • Create and deliver presentations for webinars and other client-facing Gartner events.

  • Track and work closely with vendors, market trends, emerging technologies and practices to remain ahead of the curve within the CRM Customer Engagement Center and digital customer service technology space

  • Deliver outstanding sales and service support to retain and grow the Gartner business.

  • Build credibility as an industry expert to represent Gartner research, methodology and strategy.

  • Actively participate in innovation, ideation, and research discussions and collaborate effectively with peers in our research community.

  • Identify research process improvements or develop new processes that help the team and Research & Advisory provide excellent service delivery.

  • Be a mentor and a coach by supporting more junior team members.

What you will need:

  • Subject matter expertise, with demonstrated knowledge of various customer service vendors, technologies, and use cases associated with CRM Customer Engagement Centers, omnichannel solutions, and digital customer service platforms

  • Strong familiarity with CRM Customer Engagement Center solutions from vendors like Salesforce, Microsoft, Oracle, Pegasystems, ServiceNow, Zendesk, SAP, eGain, Freshworks, Appian, SugarCRM, and Zoho required.

  • Experience working for CRM vendors on products for customer service and support; working with CRM vendors in a customer service and support role; implementing, using or applying CRM solutions for customer service and support use cases;or evaluating CRM vendors for customer service and support needs

  • Deep knowledge of Heads of Customer Service and Support initiatives, goals, objectives.

  • Strong organizational and project management skills: ability to work under tight deadlines and produce high quality deliverables.

  • Demonstrated excellence in research and writing ability.

  • Strong written and verbal proficiency, analytical and presentation skills; ability to engage clients and respond effectively to questions.

  • Ability to work in a remote work environment, collaborating with global colleagues and serving clients across time zones.

  • Proactivity and self-motivatation, ability to self-direct and work independently.

  • Willingness and ability to travel up to 10% (where applicable).

  • Bachelor's Degree, with 8+ years of direct experience

Who you are:

  • You deeply understand CRM technologies and vendors as well as related needs of the Customer Service or Support function and have hands-on, real-world experience with these solutions.

  • You are an analytical thinker with the ability to process information quickly and make actionable recommendations.

  • You enjoy learning and being challenged intellectually on new topic areas and previously held beliefs.

  • You are a strong, confident communicator who can explain complex concepts concisely and simply.

  • You are a subject matter expert who is comfortable presenting at large and small-scale speaking engagements.

  • You can demonstrate executive presence and can immediately establish credibility with executives and additional stakeholders.

  • You are an excellent teammate and collaborator with the ability to quickly build rapport and co-create with peers.

  • You willingly and productively challenge conventional norms and views.

What makes Gartner a GREAT fit for you?

  • You want to be recognized as an expert in your field.

  • You want to help others succeed by sharing your knowledge and expertise.

  • You love learning and discovering what’s next in technology.

  • You love to discuss ideas and collaborate with others to bring those ideas to fruition..

  • You want a healthy work/life balance.



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.

Gartner believes in fair and equitable pay. A reasonable estimate of the base salary range for this role is 150,000 USD - 190,000 USD. Please note that actual salaries may vary within the range, or be above or below the range, based on factors including, but not limited to, education, training, experience, professional achievement, business need, and location. In addition to base salary, employees will participate in either an annual bonus plan based on company and individual performance, or a role-based, uncapped sales incentive plan. Our talent acquisition team will provide the specific opportunity on our bonus or incentive programs to eligible candidates. We also offer market leading benefit programs including generous PTO, a 401k match up to $7,200 per year, the opportunity to purchase company stock at a discount, and more.

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:87865

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