About Gartner Digital Markets:

Gartner Digital Markets is a business unit within Gartner. Our mission is to empower organizations to accelerate growth by helping them embrace the right technology and services.

Gartner Digital Markets is the world’s largest platform for finding software and services. With more than 100 million annual visitors across four buyer destinations—Capterra, GetApp, Software Advice, and UpCity—and 70 localized sites, Gartner Digital Markets helps software and service providers build their brand, capture demand, and understand their market. As the only destination for software and services driven by independent, objective research and verified customer reviews, we help connect providers with in-market buyers to fuel growth across the full funnel.

About The Job:

The Buyer Success Manager will be responsible for improving the experience of software buyers and GDM site visitors. The Buyer Success Team’s mission is to help every person they can to strengthen our brands and make GDM the go-to destination for buyers shopping for software.

What You Will Do:

Manage a team of associates responsible for incoming GDM (Capterra, GetApp, and Software Advice) email responses and passback tickets under strict deadlines to respond, resolve, and close out:Strive to help every buyer with their inquiry by directly assisting with questions and limiting the amount of pass-offs to other people or departmentsRe-engage with select buyers as neededResolve 100+ tickets daily within strict timeframesManage direct unsubscribe requestsWork directly with Advisors and Advocates when passing a new opportunity to ensure follow-up and resolution:Identify revenue opportunities to pass to our advisor teamEscalate issues to Advisor Managers as neededHelp us understand the buyer journey and build areas for improvements:Log buyer behaviors to help us understand the buyer journeyAssist with NPS survey feedback as neededReview call recordings and chat transcripts for buyer insights and process improvementsBuild knowledge management content to help our team provide a better ongoing experienceEnsure insights buyers are providing are collected and leveraged in building strategy to improve our product and training for our Sales teamLog buyer insights to help us understand how the buyer experience can continue to be improved. 

What You Will Need:

Attention to customer experience. We want to respond to customer inquiries quickly and ensure they’re getting the support they need in their software buying journeyEfficiency and multi-tasking. We help hundreds of buyers per day, and we need to provide an outstanding experience to each one of them. Work quickly to leverage GDM’s resources, provide a great experience to each buyer and ensure you’re hitting your daily targets.Amazing resolution and communication skills. You know how to “read a room.” You’ll be helping buyers with all inquiries that happen after they can connect with our advisor team. Use your skills to respond professionally and be able to smooth over any challenging buyer situations, but also recognize when an issue needs to be escalated or when to insert your personality into a response.A deep knowledge of our business. You’ll need to learn the markets and the vendors we serve as well as what other departments do so that you can quickly resolve any issue that comes your way.Flexibility. This is a new team and the processes that go with it may need to change in order to improve efficiency and provide the best experience for our buyers and users. You fear no change and are open to offering suggestions for improvement.

Requirements:

Bachelor's degree from an institute of repute4-6 years of professional experience in customer support, ticket management, buyer experience management or client support 1-2 years of people leadership experience, demonstrated ability to lead, mentor and motivate in a global workplace environmentExperience managing team based in different geographies is a plusExcellent written and oral communication skillsMaturity, confidence and a growth mindset with the ability to learn new concepts quicklyIntermediate to advanced Excel skillset is a mustExperience working on a CRM (preferably Sugar CRM) is good to have

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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.

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:95314

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