Client Success Manager

About the role:

In the Client Success Manager (CSM) role, associates are responsible for solving sophisticated and complex business problems by applying logic to large client projects and develop creative approaches to solve those tough client problems leveraging the entire breadth of Gartner resources. In addition to these complex job duties, the associate will also collect feedback to write a roadmap for IT development of an application or tool, interview their clients within an assigned territory about the value they are getting and investigate opportunities to gain more value from their Gartner service, as well as study growth and retention by working with large data sets to identify insights. You’ll be successful as a Client Success Manager if you possess a passion for client service, value-added engagement with problem solving approach, work well in teams, and communicate clearly and effectively.

What you will do:

• Work with Senior and C-Level clients of tech companies in SEA, ANZ & South Korea in a client service role while identifying opportunities to improve the role and client experience.

• Bring product management expertise and link how Gartner can help clients throughout their product lifecycle.

• Understand and capture how the client measures value and ensure this is over delivered throughout the life of the contract.

• Drive continues client partnership by understanding client’s mission critical priorities, map to Gartner’s best resource capabilities and prioritize immediate needs.

• Provide proactive engagement with client at strategic level; owning and maintaining forward-looking engagement plans by leveraging Gartner’s deliverables and product capabilities.

• Liaise between Gartner and all members of the client’s team to ensure the seamless support of team-level strategic initiatives

• Collaborate with other service delivery teams to handle the most difficult situations to ensure we deliver significant value to clients
   

What you will need:

• 5+ years’ work experience in account management, business analytics or product management role

• Preferably experience in remote delivery and phone interaction with clients

• Strong communication, collaboration, prioritization, critical thinking, and influencing skills

• Full proficiency in both English and Korean to manage clients from South Korea and internal stakeholders

• Proven track record in excellence