Senior Director Analyst, Customer Service Technology

About the role

Gartner is looking for a Senior Director Analyst to join its Customer Service and Support Technology research team. The role leads the delivery of insights to clients through written publications, presentations and personalized interactions, advising customer service and support leaders and the technology leaders behind them. The position is listed as remote (#LI-Remote) and involves travel of up to 15% where applicable.

Key responsibilities

• Author content that gives technology leaders actionable insight on customer service and support initiatives
• Research, analyze and predict market demand and evaluate solutions to guide clients' technology decisions
• Develop a deep understanding of the technology market serving customer service organizations
• Engage clients directly, virtually and in person, on strategy, selection and optimization
• Create and deliver presentations for Gartner events and webinars
• Work with other analysts to define positions that guide clients, and review and pressure-test teammates' content and presentations
• Support retention and growth of Gartner's business, and represent Gartner's positions to external press and media
• Mentor and coach other analysts

Required profile

• Broad and deep knowledge of applications for customer service and support, centered on CRM for customer service, and including contact center platforms, knowledge management systems and conversational AI platforms
• Understanding of AI technologies, including generative and agentic AI, and their use in customer service
• Familiarity with modern application architecture, enterprise architecture, composability and integration
• Knowledge of the competitive vendor landscape (CRM, CCaaS, VoC, knowledge management)
• 12+ years of relevant field or industry experience; bachelor's degree or equivalent (graduate degree preferred)
• Willingness to travel up to 15%

Required skills

• Excellent critical writing and presentation skills
• Ability to analyze, synthesize and apply data
• Executive presence and ability to explain complex concepts simply
• Organizational skills to deliver multiple content pieces on tight deadlines

What we offer

• Base salary estimated between 172,000 and 202,500 USD, with possible variation
• Annual bonus or uncapped sales incentive plan
• Hybrid work, generous PTO and 401k match up to 7,200 USD per year