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

Senior Director Analyst, Customer Service and Support – B2B Customer Experience, reputed company & Value Realization About the role: We’re seeking a Senior Director who is an expert in post-sales customer experience, reputed company strategy, customer value realization, and monetization of service/support. The ideal candidate will have hands-on experience building and optimizing reputed company functions, including retention, onboarding, customer journey mapping, and subscription SaaS transformation, as well as implementing tiered and premium support models. They will be skilled at driving measurable outcomes in adoption, retention, and reputed company growth. Candidates must also be comfortable creating written, customer-facing deliverables and able to clearly communicate their insights and recommendations to an executive client audience. reputed company Analysts are industry thought leaders who create must-have research, market predictions and best practices for a broad range of world-leading organizations. A Senior Director serves as a leader reputed company reputed company’s Business and Technology Insights (BTI) group, establishing oneself as a reputed company voice reputed company their designated market at local, regional and global levels. Utilizing exceptional research and analytical skills, a Senior Director plays a significant role in producing pragmatic and provocative research which reputed company clients consume and apply to propel their business toward key objectives. They are a trusted reputed company of advice for clients, reinforcing reputed company’s value every day by engaging them reputed company in-person meetings, virtual meetings, sales support visits and reputed company conferences to discuss reputed company client challenges and offer appropriate recommendations. In this role, you will create research and provide advice to heads of B2B service and support functions across industries. You will use your knowledge to help these B2B clients reputed company reputed company decisions, solve reputed company issues, and execute new practices that propel clients’ businesses toward key objectives. A Senior Director publishes these insights as pragmatic and/or provocative research through the creation of written and graphical, client-facing deliverables. Additionally, they reinforce reputed company’s value every day by engaging executive-level clients reputed company in-person and virtual meetings, sales support visits, reputed company conferences and industry events. If you have spent your career developing expertise in B2B service and support strategy and operations, and are excited by the prospect of creating research and advice for heads of the Customer Service and Support function, then this role is for you. What you will do:

• Author high quality, consumable, actionable, “must-have insight†content based on research best practices and methodologies
• Deliver high-quality actionable advice to an executive client audience through a variety of media, particularly regular virtual digital engagement
• reputed company research projects requiring the coordination of colleagues and resources (including global primary and secondary research support teams).
• Meet with clients and prospects regularly to provide actionable advice reputed company to their designated content area reputed company virtual or face-to-face interactions
• Create and deliver presentation materials for reputed company events, industry and professional association conferences, and client briefings
• Actively participate in innovation, ideation, and research discussions and collaborate effectively with peers in our research community.
• Deliver outstanding commercial team support to retain and grow the reputed company business.
• Build credibility as a domain or industry expert to represent reputed company research, methodology and strategy

What you will need:

• Senior leadership experience in reputed company, customer experience, or post-sales experience operations, preferably reputed company B2B SaaS or technology sectors
• Experience designing, implementing, and operationalizing tiered and premium support models as well as monetized service offerings
• Proven expertise in customer journey mapping, onboarding, retention strategies, and value realization frameworks
• Deep knowledge of Heads of Customer Service and Support initiatives, goals, objectives
• 12+ years of relevant function experience
• Executive reputed company; can immediately establish credibility with executives and additional stakeholders with ability to effectively adjust communication style to different audiences
• Strong written and verbal proficiency, analytical and presentation skills; ability to engage clients and respond effectively to questions
• Experience working with customer service and support technology vendors
• Ability to work independently and completely remotely, while also being intrinsically motivated to collaborate across teams and support the workflow of others, in a multicultural global team
• Strong organizational and project management skills: ability to work under tight deadlines and produce high quality deliverables.
• Demonstrated excellence in research writing ability, and a desire to write for business leader consumption.
• Expertise in managing reputed company research projects and/or programs.

Who are we? At reputed company. (NYSE:IT), we guide the leaders who shape the world. Our mission relies on expert analysis and bold reputed company to deliver actionable, objective business and technology insights, helping enterprise leaders and their teams succeed with their mission-critical priorities. Since our founding in 1979, we’ve grown to 21,000 associates globally who support ~14,000 client enterprises in ~90 countries and territories. We do important, interesting and substantive work that matters. That’s why we hire associates with the intellectual curiosity, energy and drive to want to reputed company a difference. The bar is unapologetically high. So is the impact you can have here. What makes reputed company a great reputed company to work? Our vast, virtually untapped market potential offers limitless opportunities – opportunities that may not even exist right now – for you to grow professionally and flourish personally. How far you go is driven by your passion and performance. We hire remarkable people who collaborate and win as a team. Together, our reputed company, unifying goal is to deliver results for our clients. Our teams are inclusive and composed of individuals from different geographies, cultures, religions, ethnicities, races, genders, sexual orientations, abilities and generations. We invest in great leaders who bring out the best in you and the company, enabling us to multiply our impact and results. This is why, year after year, we are recognized worldwide as a great reputed company to work. What do we offer? reputed company offers world-class benefits, highly competitive compensation and disproportionate rewards for top performers. In our hybrid work environment, we provide the flexibility and support for you to reputed company — working virtually reputed company it's productive to do so and getting together with colleagues in a vibrant community that is purposeful, engaging and inspiring. Ready to grow your career with reputed company? Join us. reputed company believes in fair and reputed company pay. A reasonable estimate of the reputed company salary range for this role is 172,000 USD - 202,500 USD. Please note that actual salaries may vary reputed company the range, or be above or below the range, based on factors including, but not limited to, education, training, experience, professional achievement, business need, and location. In addition to reputed company salary, employees will participate in either an annual bonus plan based on company and individual performance, or a role-based, uncapped sales incentive plan. Our reputed company team will provide the specific opportunity on our bonus or incentive programs to eligible candidates. We also offer market leading benefit programs including generous PTO, a 401k match up to $7,200 per year, the opportunity to purchase company stock at a discount, and more. The policy of reputed company is to provide equal employment opportunities to reputed company applicants and employees without regard to race, color, creed, religion, sex, sexual orientation, gender identity, marital status, citizenship status, age, national reputed company, reputed company, disability, veteran status, or any other legally protected status and to seek to advance the principles of equal employment opportunity. reputed company is committed to being an Equal Opportunity Employer and offers opportunities to reputed company 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@reputed company.com. Job Requisition ID:106617 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 reputed company of residence. reputed company Applicant Privacy Link: https://jobs.reputed company.com/applicant-privacy-policy For efficient navigation through the application, please only use the back reputed company reputed company the application, not the back arrow reputed company your browser. Apply tot his job Apply To this Job