Senior Director, CRM, Customer Experience and Enterprise Applications - Remote North America

We are looking for a senior CRM and Customer Experience (CX) thought leader to join our highly collaborative and diverse team who is passionate about helping our clients leverage CRM technologies to support enterprise-wide CRM and Customer Experience initiatives that build stronger customer relationships across the entire organization. Analysts produce research that answers the most pressing questions for IT Leaders across a number of industries and business domains. An analyst is an articulate thought-leader as well as an inquisitive student who enjoys continually learning. The ideal candidate will have hands on experience with numerous CRM technologies across multiple business domains (e.g., sales, customer service, marketing and digital commerce) and how these technologies come together to create an enterprise-wide CRM architecture that delivers an integrated customer experience across the organization.

As a Senior Director Analyst, you will:

• Develop thought leading research on CRM strategies and technologies.

• Work with clients on strategic and tactical CRM technology challenges.

• Deliver presentations at Gartner events, including Summits, and Symposia.

• Work with major CRM technology providers on product and industry direction.

• Collaborate with the team on Customer Experience strategy and how CRM technology supports the implementation of customer journeys to deliver a more seamless customer experience.

• Attain industry leadership by responding to press inquiries and speaking at industry events.

• Support Gartner sales with proof of concepts and consultation on becoming a Gartner client and how we can help them with their CRM strategy and technology.

• Contribute to research and agenda planning for customer strategies and technologies.

Requirements:

• We are seeking an experienced CRM professional who has knowledge across a variety of CRM applications, business domains, and industries. Qualified candidates should demonstrate expertise in the following areas:

  • Subject matter expertise in enterprise CRM architecture and the technologies that support it. Knowledge of the enterprise landscape, and the competitive interplay between established CRM vendors, emerging providers, disruptors and industry partnerships.

  • Building a CRM architecture and roadmap for implementation of CRM applications across business domains within the enterprise.

  • How to leverage CRM technologies to build customer journeys that support the customer experience across business domains.

  • Creating an enterprise CRM strategy with practical steps for the implementation of cross-industry CRM technologies that support a variety of CRM and customer experience use cases.

  • Knowledge and experience with CRM applications from major vendors such as Salesforce, Microsoft Dynamics, Oracle and SAP preferred.

• The successful candidate has substantial expertise and is likely to be viewed as an evangelist for these topics in the industry or within an enterprise.

• Minimum of 10 to 15 years of experience in a research or technology related role preferably in the CRM and Customer Experience areas

• Candidates may come from an end user environment, software vendor in the product team, implementation partner, and/or a consulting background in this space.

• While technical knowledge and experience is critical, it is equally important that the successful candidate has the ability to see beyond technology to meet customer-focused business objectives.

• Excellent writing and research skills, coupled with strong analytical skills.

• Excellent presentation skills, including small to large audiences (500+ people)

• Ability to take a position, based on facts, and support that position to clients, both external and internal, with clear analysis. Willingness to openly consider new information.

• Broad knowledge of industry trends and emerging technologies that support CRM.

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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 ApplicantAccommodations@gartner.com.

Job Requisition ID:88317

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