Senior Director Analyst, Customer Service and Support – AI Expert Remote - US
Gartner, Granite Heights, WI, United States
About the role
We’re seeking a Senior Director Analyst who is an expert in Agentic AI solutions within Customer Service and Support. As part of our Customer Service and Support expert team, you will advise customer service and support leaders in leveraging Agentic AI technology—AI agents, AI‑enabled chatbots, voice AI, and other employee or customer‑facing channels—to optimize customer service operations, enhance service experience, and achieve tangible business results.
The ideal candidate will have experience applying Agentic AI and Generative AI (GenAI) technologies (such as LLM‑powered agents, advanced chatbots, and agent orchestration platforms) within customer service and support environments. Candidates must also be comfortable creating written, customer‑facing deliverables and must be able to clearly communicate their insights and recommendations to an executive client audience.
Gartner Analysts are recognized as industry thought leaders, responsible for creating must‑have research, market predictions, and best practices for a wide array of world‑leading organizations. A Senior Director Analyst is expected to have a keen eye for problem diagnosis and solution creation within their respective focus‑function.
What you will do
Author high quality, consumable, actionable “must‑have” insights 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
Lead research projects requiring the coordination of colleagues and resources
Meet with clients and prospects regularly to provide actionable advice aligned to their designated content area via virtual or face‑to‑face interactions
Create and deliver presentation materials for Gartner 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 Gartner business
Build credibility as a domain or industry expert to represent Gartner research, methodology and strategy
What you will need
Demonstrated experience with Agentic AI solutions, including the application of autonomous or semi‑autonomous AI agents and advanced GenAI‑powered conversational AI, specifically in customer service and support settings
Subject matter expertise, with demonstrated knowledge of customer service and support Agentic AI use cases and implementation, and automating customer service interactions and processes
Experience with Agentic AI offerings from vendors such as Salesforce, Genesys, NiCE, AWS, Five9, Microsoft, ServiceNow, etc.
Deep knowledge of Heads of Customer Service and Support initiatives, goals, objectives
12+ years of relevant function experience
Executive presence; 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 complex research projects and/or programs
Who are we At Gartner, Inc. (NYSE: IT), we guide the leaders who shape the world. Our mission relies on expert analysis and bold ideas 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 make a difference. The bar is unapologetically high. So is the impact you can have here.
What makes Gartner a great place 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 singular, 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 place to work.
What do we offer Gartner 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 thrive — working virtually when 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 Gartner? Join us.
Earnings and benefits Base salary range: $172,000 – $202,500 USD (actual salaries may vary). In addition to base salary, employees may participate in an annual bonus plan or a role‑based, uncapped sales incentive plan. We also offer market‑leading benefit programs including generous PTO, a 401(k) match up to $7,200 per year, the opportunity to purchase company stock at a discount, and more.
Equal Employment Opportunity 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. 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.
Job Requisition ID: 108817
By submitting your information and application, you confirm that you have read and agree to the country or regional recruitment notice applicable to your place of residence.
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The ideal candidate will have experience applying Agentic AI and Generative AI (GenAI) technologies (such as LLM‑powered agents, advanced chatbots, and agent orchestration platforms) within customer service and support environments. Candidates must also be comfortable creating written, customer‑facing deliverables and must be able to clearly communicate their insights and recommendations to an executive client audience.
Gartner Analysts are recognized as industry thought leaders, responsible for creating must‑have research, market predictions, and best practices for a wide array of world‑leading organizations. A Senior Director Analyst is expected to have a keen eye for problem diagnosis and solution creation within their respective focus‑function.
What you will do
Author high quality, consumable, actionable “must‑have” insights 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
Lead research projects requiring the coordination of colleagues and resources
Meet with clients and prospects regularly to provide actionable advice aligned to their designated content area via virtual or face‑to‑face interactions
Create and deliver presentation materials for Gartner 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 Gartner business
Build credibility as a domain or industry expert to represent Gartner research, methodology and strategy
What you will need
Demonstrated experience with Agentic AI solutions, including the application of autonomous or semi‑autonomous AI agents and advanced GenAI‑powered conversational AI, specifically in customer service and support settings
Subject matter expertise, with demonstrated knowledge of customer service and support Agentic AI use cases and implementation, and automating customer service interactions and processes
Experience with Agentic AI offerings from vendors such as Salesforce, Genesys, NiCE, AWS, Five9, Microsoft, ServiceNow, etc.
Deep knowledge of Heads of Customer Service and Support initiatives, goals, objectives
12+ years of relevant function experience
Executive presence; 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 complex research projects and/or programs
Who are we At Gartner, Inc. (NYSE: IT), we guide the leaders who shape the world. Our mission relies on expert analysis and bold ideas 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 make a difference. The bar is unapologetically high. So is the impact you can have here.
What makes Gartner a great place 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 singular, 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 place to work.
What do we offer Gartner 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 thrive — working virtually when 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 Gartner? Join us.
Earnings and benefits Base salary range: $172,000 – $202,500 USD (actual salaries may vary). In addition to base salary, employees may participate in an annual bonus plan or a role‑based, uncapped sales incentive plan. We also offer market‑leading benefit programs including generous PTO, a 401(k) match up to $7,200 per year, the opportunity to purchase company stock at a discount, and more.
Equal Employment Opportunity 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. 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.
Job Requisition ID: 108817
By submitting your information and application, you confirm that you have read and agree to the country or regional recruitment notice applicable to your place of residence.
#J-18808-Ljbffr