Service Operations Associate

Company: Gartner, Inc.
Location: Fort Myers
Posted on: May 23, 2023

Job Description:

About this role:
This role involves working with Services teams (Executive Partners (EPs), Member Acquisition (MA), G.com Specialist and Sales teams (AEs and BDs) to drive and streamline proof of concept calls thereby impacting higher deal conversions and win rates across geographies. 'POC or Proof of Concept Call' is a key vehicle to showcase Gartner capabilities and drive higher new business to our clients. To deliver value and drive new business, securing POC Calls, assigning the right services support to the POC calls and scheduling the POC calls is the first and the most critical step which also is the primary responsibility of this role.

In this role, you will also work directly with Gartner's service delivery group, sales group, and respective leaders with the central goal of driving higher new business and ensuring streamlined operations for both sales and service teams/leaders, and to enable process efficiency in the way the service team delivers value to the clients.

What you'll do:

• Act as an enabler to services, sales and other groups to drive operational initiatives
• Own and account for scheduling POC prep calls (including internal sales support calls) for a sizable portfolio of clients
• Assign the right service EP/MA/ G.com Specialist support for POC call/ Internal Sales Support requests coming from sales teams
• Seek continued guidance from managers and service leaders to improve the scheduling and assignment process across the territories. Suggest and drive ideas which have the potential to drive business indicators
• Report on the POC prep call/ sales support/ POC and other key numbers based on the automated Power BI dashboard to the service leaders
• Document process steps, guidelines, process maps to maintain the project repositories. Participate in training new members of the team as and when needed
• Be the quality custodian of the POC requests coming via submission form and ensure all quality rubrics criteria is met
• Own communication and relationship with clients, sales teams, and services teams to drive business objectives
• Collaborate with internal GS&O team members and services leaders to continuously highlight any outliers and brainstorm on methods to enhance performance
• Proactive support on POC/ sales support request management to drive and implement initiatives leading
• Scheduling call with 100% of client base requesting for POC/ Sales support calls
• Ensure accurate assignment based on mapping sheets
• 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
• Work with managers and leaders in the team towards improving and optimizing current processes and push service productivity/efficiency to better levels
• Identify opportunities to replace manual processes with right automation opportunity
  What you'll need
  
  • Bachelor's degree with 1-3 years of experience in process management, and service delivery team's workflow management, multi-team coordination management
  • Excellent written, verbal communication skills
  • Expert-level scheduling skills with Outlook
  • Advanced skills using Teams, Webex, and other collaboration tools
  • Beginner to Intermediate Excel skills
  • Comfortable understanding data, and representing it for senior leaders
  • Excellent stakeholder presence and ability to convey insights in a group meeting
    Who you are:
    
    • Collaborating with others to overcome challenges whilst working in a fast-paced and dynamic environment
    • Planning and organizing your time effectively
    • Building strong working relationships with partner teams over emails, calls in a global setting
    • Driving continuous improvement for better outcomes and ROI for business
    • Delivering customer service and passionate about delivering value to clients
    • Communicating a clear and concise message verbally or via email
      
      What we offer:
      In addition to an outstanding work environment with rapid advancement potential, Gartner associates enjoy exceptional compensation and benefits, including:
      
      • Competitive base salary
      • Flexible work environment
      • A great work culture
        
        About Gartner:
        Gartner, Inc. (NYSE: IT) is the world's leading information technology research and advisory company. We deliver the technology-related insight necessary for our clients to make the right decisions, every day. We work with every client to research, analyze and interpret the business of IT within the context of their individual role. Founded in 1979, Gartner is headquartered in Stamford, Connecticut, U.S.A. Visit gartner.com to discover more
        
        #LI-TK3
        
        Who are we?
        
        Gartner delivers actionable, objective insight to executives and their teams. Our expert guidance and tools enable faster, 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.
        
        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:77646
        
        By submitting your information and application, you confirm that you have read and agree to the country or regional recruitment notice linked below applicable to your place of residence.
        
        Gartner Applicant Privacy Link: https://jobs.gartner.com/applicant-privacy-policy
        
        For efficient navigation through the application, please only use the back button within the application, not the back arrow within your browser.

Keywords: Gartner, Inc., Fort Myers , Service Operations Associate, Other , Fort Myers, Florida