Customer Service Director

1 month ago

Surrey, United Kingdom Gartner Full time

Lead a Team of Customer Service Professionals

As a Customer Service Manager at Gartner, you will be responsible for leading a team of customer service professionals who support conferences by managing the GBS premium clients vertical. Your team will ensure swift execution and strategic thinking to aid client retention and business growth while delivering world-class service aligned with Gartner's global standards.

Key Responsibilities

  • Lead and inspire a team of customer service professionals to deliver exceptional customer service and tailored solutions to meet the unique needs of GBS premium clients.
  • Manage, coach, and develop a team of specialists and planners to ensure they have the skills and knowledge needed to succeed in their roles.
  • Develop and implement strategic plans to establish and grow the GBS business unit, ensuring alignment with company goals and Customer Excellence standards.
  • Make decisions on complex inquiries, reducing the need for further escalation to leadership roles.
  • Identify and lead opportunities to optimize response templates, process documents, and exception criteria to respond to inquiries more effectively and efficiently.
  • Monitor and analyze key performance indicators (KPIs) to identify areas for improvement and ensure the highest level of Customer Excellence.
  • Perform data quality audits, investigations, and remediations, as well as leverage data to structure problems, analyze performance, uncover insights, and generate compelling presentations.
  • Provide data entry, administrative, configuration, contract reviews, contract processing, and process support for Gartner Conferences, while aligning appropriate resources, documenting plans, and tracking timelines.
  • Lead ad-hoc project requests and assignments, while continuing to provide quality assurance testing, and updating of documentation/training guides.
  • Act as a liaison between the team and senior management, providing regular updates on progress, challenges, and achievements.
  • Interact with conference attendees and Gartner associates while onsite at a conference to troubleshoot challenges; both remotely and onsite across all conferences globally.
  • Up to 20% of travel to provide support onsite as determined by Manager.

Requirements

  • Bachelor's degree in any field.
  • 7+ years of experience working with operational/sales/administrative procedures, customer support platforms, troubleshooting, and customer service management.
  • Able to solve complex problems, think creatively, collaborate cross-functionally, and use data to tell a story. Exceptional escalation management skills are a must.
  • Passionate about experiences, communications, and delivering uncompromising quality. Self-motivated & accountable, with a high level of commitment to responsibility.
  • Ensure premium Customer Excellence in all verbal and written communications, both in person and via email. You offer personalized, attentive, and proactive service to meet and exceed client expectations.
  • You've demonstrated a proven track record of excellent attention to detail, accuracy, and customer service skills with the ability to provide proactive coaching to direct reports and peers.
  • You must demonstrate a high level of cross-functional collaboration.
  • Extremely organized with strong time-management skills.

About Gartner

Gartner is a leading research and advisory company that helps business leaders make informed decisions by providing actionable insights and advice. Our mission is to guide the leaders who shape the world.

We are committed to being an Equal Opportunity Employer and offer 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.

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