About this role:
The Global S&O arm of Gartner is currently seeking talented people to join its Strategy & Operations team in India. As a member of this team you will drive client engagement and service productivity programs across Gartner. You will work towards driving integrated approach across Gartner’s key functions – Business units under Global Service & Delivery (GS&D), Sales, R&A and Products and their leaders with the central goal of improving client retention through high value engagement mechanisms. You will also get an opportunity to work on some of the high impacting strategic projects to drive key organizational goals, operational & economic productivity of the overall operations and service associates.
What you’ll do:
This stint involves driving some of the high business impacting strategic initiatives which aim to drive key business priorities of GS&O with an ultimate focus towards client engagement and retention. You will drive efficiency and productivity across the client value chain through key functions of the services operations team – Client insights, Service Advisors and Events CoE. The ultimate goal will be to drive client engagement and retention by actively working with the Service Delivery Teams across geographies. You will also help in crafting high impact outreach campaigns, content review, Mission critical priority (MCP)/ Client Initiative (CI) led value delivery campaigns, securing valuable client feedback through surveys and come up with insights and recommendations for course correction.
Core Operations:
- Drive client retention and engagement by collaborating with and empowering Global service delivery groups across client retention life cycle
- Own and accountable for a large portfolio of clients across various key initiatives of Service Operations function. Partner and enable services teams on this portfolio to drive seamless value delivery to clients.
- Partner with services teams to identify clients’ C level priorities by analyzing multiple data sources and synthesizing them to identify the most impactful client priorities
- Drive Events CoE to increase client registrations, engagement and other operational metrics leading to higher client retention for the organization
- Conceptualize, design and implement initiatives that have a direct impact on KPIs
- Work on content review for client marketing campaigns, developing valuable suggestions for client marketing assets
- Drive operational excellence – incremental improvement of overall operational engine – reduced process steps and complexity by developing intuitive and simpler process design/interfaces and automate it.
- Implement best practices/tested solutions across Service Delivery Associates to maximize effectiveness of key levers
- Analyzing lagging/leading business KPIs across all stages of the client value chain in order to generate actionable insights, develop implementation plans and ensure execution of all changes
- Continuously improve quality of processes & deliverables by establishing a regular process check and measurement mechanism.
Iterate and Evolve to increase Business Impact
- Push self to innovate on productivity and efficiency drivers. Implement those innovation end to end based on ROI impact and measure the success.
- Build and drive stakeholders to implement strategic initiatives to drive R&P and client engagement – process improvement ideas, A/B testing and leveraging various sources of information to make it useful for continuous improvement
- Work on process analytics to analyze client responses, coming up with actionable insights to improve process governance
- Drive structured problem solving on various projects as needed. Provide guidance on data driven hypothesis testing and scale up approaches. Influence decision making on next big bet.
- Discover innovative levers/best practices (escp. Focusing on right MCPs/KIs of client) within Gartner or outside aiming to boost effectiveness of outreaches – higher R&Ps, usage, retention
- Continue to evolve on funneling approach of outreach mechanism by leveraging client’s footprints and persona
- Provide active support as and when needed during development and execution of strategic initiatives within GS&O, GS&D and across Sales, R&A and Product; lead some of these projects independently.
Continuous Process Optimization
- Identify process improvement opportunities and apply LEAN principles to boost efficiency and productivity of processes & people
- Keeping in mind ‘One Gartner’ approach to serve clients, integrate and standardize all possible elements of the process. Also, aim for economy of scale by integrating all process touch points (Sales, onboarding, servicing, client surveys) of client’s journey in order to map the client behavior better to deliver client value.
- Conduct time & motion diagnostics to explore opportunities of process redesign. Establish process excellence to operate in a Lean way including maximization of automation for all tasks and process
- Continue to re-engineer and optimize the instrumentation (dashboards, reports, tools) designed to measure and alert SDAs/Leadership on lagging/leading KPIs
Collaboration and Stakeholder Management
- Own stakeholder management, relationship building with team members and with cross-functional units. Ensure right communication and positioning of the vision and priorities to team members.
- Communicating and presenting analytical insights to internal stakeholders and to senior management
- Partnering with internal stakeholders to learn, ideate, and recommend automation alternatives to service delivery associates’ manual work streams
- Delivering strong support to the stakeholders with a no-limits mindset to do everything to increase retention
- Drive problem solving via story boarding and driving discussions in various forums
- Actively Improve collaboration and close-coordination with global teams across time-zones
What you’ll need:
- MBA with 0-4 years of work experience
- Strong leadership skills to build capability within the team and collaborate with other team leads to ensure the larger goals are met
- Good command of knowledge related to Information technology, product development and its application to business
- Knowledge/experience on analytical problem solving, analytical tools
- Exposure and understanding of lean six sigma, lean diagnostics, T&M and other process improvement techniques would be a big plus
- Developing professionals with strong business acumen, problem solving leadership (qualitative & quantitative).
- High on champion mindset and a quick learner
- Strong orientation towards operational and business excellence
- Strong communication and collaboration skills
- Innovative mindset and inclination to solve business problems
- Analytical thinker with experience deriving business insights from data analytics
- Detail-oriented with high personal standard for quality
- Comfortable in working with cross-functional teams
- Skillful in managing expectations of varying stakeholders (internal & external)
What you'll get:
- Competitive salary, generous paid time off policy, charity match program, Group Medical Insurance, Parental Leave, Employee Assistance Program (EAP) and more!
- Collaborative, team-oriented culture that embraces diversity
- Professional development and unlimited growth opportunities
Who are we?
At Gartner, Inc. (NYSE:IT), we guide the leaders who shape the world.
Our mission relies on expert analysis and bold ideas to deliver actionable, objective insight, helping enterprise leaders and their teams succeed with their mission-critical priorities.
Since our founding in 1979, we’ve grown to more than 20,000 associates globally who support ~15,000 client enterprises in ~90 countries and territories. We do important, interesting and substantive work that matters. That’s why we hire associates with the intellectual curiosity, energy and drive to want to make a difference. The bar is unapologetically high. So is the impact you can have here.
What makes Gartner a great place to work?
Our sustained success creates limitless opportunities for you to grow professionally and flourish personally. We have a vast, virtually untapped market potential ahead of us, providing you with an exciting trajectory long into the future. How far you go is driven by your passion and performance.
We hire remarkable people who collaborate and win as a team. Together, our singular, unifying goal is to deliver results for our clients.
Our teams are inclusive and composed of individuals from different geographies, cultures, religions, ethnicities, races, genders, sexual orientations, abilities and generations.
We invest in great leaders who bring out the best in you and the company, enabling us to multiply our impact and results. This is why, year after year, we are recognized worldwide as a great place to work.
What do we offer?
Gartner offers world-class benefits, highly competitive compensation and disproportionate rewards for top performers.
In our hybrid work environment, we provide the flexibility and support for you to thrive — working virtually when it's productive to do so and getting together with colleagues in a vibrant community that is purposeful, engaging and inspiring.
Ready to grow your career with Gartner? Join us.
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.
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Job Requisition ID:85718
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