Manager, Client Success
2 weeks ago
About the role:
New Client Engagement (NCE) is an increasingly growing business unit within CSO focusing on a more client centric onboarding experience. In 2020, a pilot was launched within the NCE team to provide demos of gartner.com to prospects. Given its success, the team has grown, more than doubling in size, to support all sales regions.
The team utilizes Gartner assets coupled with gartner.com for a more valuable client experience that starts with a Insights Platform Walkthrough by a NCE Insights Platform Walkthrough (IPW) Specialist, moves to an extensive onboarding experience by an NCE Onboarding Specialist and transitions seamlessly to a service delivery associate for ongoing support. NCE directly executes on Gartner's vision of every prospect receiving a Insights Platform Walkthrough and every client receiving an onboarding experience.
What you will do:
- Lead a team of IPW Specialists on how to create value for prospects by understanding their initiatives and showcasing our assets through a gartner.com insights platform walkthrough.
- Collaborate with Sales leadership on how to effectively introduce Gartner products to prospective clients to increase likelihood of engaging and purchasing a license.
- Partner with our Global Product and Research & Advisory teams to ensure we are showcasing the latest assets, products and resources to our prospects.
- Coach, train, and develop individuals to achieve goals (i.e., calls per day, call quality and close/pipeline advancement rates)
- Create tailored development plans to further associates' career within the organization.
- Foster a 'client obsessed' team culture where learning and applying best practices is standard operating procedure.
- Build continuous improvement strategies that align with team, client, and organizational priorities.
- Build highly effective teams by recruiting, interviewing, and assessing talent for the organization.
What you will need:
- 3+ years relevant professional experience leading and/or mentoring others
- Proven track record of success fueled by a passion for delighting clients
- Strong communication, collaboration, prioritization, critical thinking, influencing, and change management skills
- Bachelor's degree preferred
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