Sr. Director, Analyst, CRM Customer Engagement Center and Digital Service Platforms

The provided job description is quite detailed and comprehensive, but it can benefit from improved formatting for clarity and readability. I will organize it using appropriate HTML tags, such as headings and lists, to enhance user engagement and comprehension. Here is the refined version: Job Title Sr. Director, Analyst, CRM Customer Engagement Center and Digital Service Platforms, Barcelona Client Gartner Location Barcelona, Spain Job Category Other EU Work Permit Required Yes Job Views 2 Posted 27.04.2025 Expiry Date 11.06.2025 Job Description About the Role We’re looking for a Senior Research Director with expertise in CRM Customer Engagement Center and Digital Customer Service vendors, platforms, markets, and technologies to join our Customer Service and Support Technology research team. Experience with or deep knowledge of CRM Customer Engagement Center vendors like Salesforce, Microsoft, Oracle, Pegasystems, ServiceNow, Zendesk, SAP, eGain, Freshworks, Appian, SugarCRM, and Zoho is required. Gartner Analysts are recognized as industry thought leaders responsible for creating essential research, market predictions, vendor evaluations, and best practices. A Senior Director Analyst is expected to identify problems and create solutions within their market. You will produce research and advise clients on CRM capabilities, application, and market trends, helping executives make better decisions and implement effective practices. This role involves writing and publishing insights, participating in client interactions via calls, webinars, events, and face-to-face meetings. You will help clients solve complex business and technology issues related to CRM Customer Engagement Centers. Responsibilities Deliver high-quality, actionable advice to executive clients through various media. Create clear, evidence-based content and deliver presentations at webinars and events. Monitor vendors, market trends, and emerging technologies to stay ahead in the CRM customer service space. Support sales and service efforts to retain and grow Gartner’s business. Build credibility as an industry expert representing Gartner’s research and methodology. Participate in research discussions, collaborate with peers, and suggest process improvements. Mentor and coach junior team members. Requirements Expertise in customer service vendors, technologies, and use cases related to CRM Customer Engagement Centers and digital platforms. Strong familiarity with solutions from vendors like Salesforce, Microsoft, Oracle, Pegasystems, ServiceNow, Zendesk, SAP, eGain, Freshworks, Appian, SugarCRM, and Zoho. Experience working with CRM products in a support role, or evaluating CRM vendors for support needs. Deep understanding of customer service initiatives and goals. Excellent organizational, research, writing, and communication skills. Ability to work remotely, collaborate globally, and travel up to 10% as needed. Bachelor’s Degree with 8 years of experience. Ideal Candidate Profile You are an analytical, confident communicator with hands-on experience in CRM technologies, capable of presenting complex ideas clearly to executives, and a collaborative team player willing to challenge norms and drive innovation. Why Gartner? Recognized as a leader in the industry, Gartner offers opportunities for professional growth, a collaborative and inclusive culture, and competitive compensation and benefits, including flexible work arrangements and a comprehensive benefits package. J-18808-Ljbffr

Location: barcelona, ES

Posted Date: 5/16/2025