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Senior Director Analyst, Customer Service and Support – B2B Customer Experience, Customer Success & Value Realization - Remote US

Gartner, Inc.

Job Overview

Location

Remote - Texas

Job Type

Full-time

Full Job Description

📋 Description

• Senior Director Analyst role focused on B2B customer experience, customer success strategy, and value realization, providing expert research and advisory services to enterprise clients.
• Day-to-day responsibilities include authoring actionable research content, delivering executive-level advice via virtual and in-person engagements, leading research projects, presenting at industry events, and supporting commercial teams to drive client outcomes.
• Part of Gartner’s Business and Technology Insights (BTI) group, a global thought leader serving over 13,000 client enterprises across 90 countries with objective, actionable insights.
• Opportunity to establish credibility as a trusted advisor, shape industry best practices, and grow expertise in AI-driven business transformation while working with a diverse, inclusive global team.

🎯 Requirements

• Senior leadership experience in customer success, customer experience, or post-sales operations, preferably in B2B SaaS or technology sectors
• Proven expertise in customer journey mapping, onboarding, retention strategies, and value realization frameworks
• 12+ years of relevant functional experience with executive presence and strong written/verbal communication skills

🏖️ Benefits

• Hybrid work environment with flexibility to work remotely and collaborate in purposeful office communities
• Market-leading benefits including generous PTO, 401k match up to $7,200/year, and discounted employee stock purchase
• Access to unmatched AI resources, research tools, and opportunities to innovate at the forefront of the AI revolution

Skills & Technologies

Senior

Remote

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Gartner, Inc.

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About Gartner, Inc.

Gartner is a global research and advisory firm providing insights, analysis, and advisory services to business leaders across IT, finance, HR, customer service, and supply chain functions. It delivers strategic guidance through research reports, benchmarking data, and access to expert advisors, helping organizations make informed decisions, reduce risk, and drive performance. Founded in 1979 and headquartered in Stamford, Connecticut, Gartner serves more than 15,000 organizations worldwide, including corporations, government agencies, and investment firms. Its offerings include conferences, consulting, and subscription-based research, supporting clients in navigating complex markets and technological change.

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