Service Operations Associate – (Global Strategy & Operations), Location: Fort Myers, Florida, USA

What makes Gartner a GREAT fit for you?

When you join Gartner, you’ll be part of a fast-growing team that helps the world become smarter and more connected. We’re the leader in our industry, achieving double-digit growth by helping clients make the right decisions with business and technology insights they can’t find anywhere else. Our associates enjoy a collaborative work environment, exceptional training, and career development — as well as unlimited growth potential. If you like working with a generous, supportive, high-performing team, Gartner is where you want to be.

About this role:

The Global S&O arm of Gartner is currently seeking talented individuals to join its Service Advisors team based in Fort Myers, Florida.  As a member of this team, you will get an opportunity to work on some of the key programs under operations which aims at driving client engagement, retention and service productivity across client value chain. This stint involves leading operations for one or more units in Client Outreach Optimization (COO) program. The key goal of this function is to collaborate with and enable Service Delivery Associates to secure service calls (aka R&P – Review & Planning calls) with the right clients at the right frequency.

Client service call is a key vehicle through which services teams deliver value to our clients. In collaboration with services teams, you will work on securing these service calls with each client. In order to do that you will be managing End-to-End Client call scheduling operation in partnership with service delivery associates. You will also build operational processes and email campaigns/reminders to reach clients on behalf of services associate.

What you’ll do:

Core Operations/ End-to-End client service call scheduling: 

In this role, you will have the opportunity to work directly with Gartner’s service delivery group and respective leaders with the central goal of driving productivity of the service associates, and to enable process efficiency in the way the service team delivers value to the clients.Own and accountable for boosting R&P coverage by running scheduling operations for a large portfolio of clients. Partner and enable services teams on client outreach operation.Sending scheduling/campaign outreaches through a campaign management toolManaging calendars of the service delivery team for effective time utilization & processing client requests using an automated scheduler toolCreating Validation trackers in google sheets, incorporating client details and inputs required by the Services delivery associates for scheduling

Iterate to increase business impact and drive process optimization 

Work with managers and leaders in the team towards improving and optimizing current processes and push service productivity/efficiency to better levels  Report on the KPIs based on the automated Power BI dashboard to the service leaders Proactive support on aligned operational/pilot projects, drive and implement initiatives leading to scheduling call with 100% of client base, maximize acceptance on the invites and show rate of the calls  Apply LEAN principles and identify process improvement opportunities for error-free scheduling, assignment and tracking. Support in problem solving for effectiveness of client scheduling, assignment process and ensure quality Identify opportunities to replace manual processes with right automation opportunity  

Collaboration and Stakeholder Management 

Building strong partnerships with service partners to understand varied territory and client nuances in their respective portfoliosCollaborate with team members and services leaders to continuously highlight any outliers and brainstorm on methods to enhance performance Own stakeholder management, relationship building with cross-functional units

What you’ll need:

Bachelor’s degree with 1+ yeaScience, Business/Economics, Operations graduate experience in process management, multi-team coordination management. Experience in service operations teams preferred.Excellent written, verbal communication skillsIntermediate excel & google sheet skillsComfortable understanding data, and deriving actionable insightsExcellent stakeholder presence and ability to convey insights in a group meeting

What you will 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 diversityProfessional 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.

Gartner believes in fair and equitable pay. A reasonable estimate of the base salary range for this role is 43,000 USD - 60,000 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:95838

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