Customer Service Manager

1 month ago

Surrey, United Kingdom Gartner Full time

As a key member of our Global Business Solutions team, you will play a pivotal role in delivering exceptional customer service and tailored solutions to our premium clients. Your leadership skills and strategic thinking will be instrumental in driving business growth and client retention.

Key Responsibilities:

  • Lead and inspire a team of customer service professionals to provide world-class service to our premium clients.
  • Develop and implement strategic plans to establish and grow the GBS business unit, ensuring alignment with company goals and Customer Excellence standards.
  • Manage, coach, and develop a team of specialists to ensure exceptional customer service and tailored solutions.
  • 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.

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.
  • You are 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.

Gartner is 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.

By submitting your information and application, you confirm that you have read and agree to the country or regional recruitment notice linked below applicable to your place of residence.

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