Relationship/Customer Account Manager (non-sales)

Gartner, Inc. is the world's leading information technology research and advisory company. We deliver the technology-related insights necessary for our clients to make the right decisions, every day.

From CIOs and senior IT leaders in corporations and government agencies, to business leaders in high-tech and telecom enterprises and professional services firms, to technology investors, we are the indispensable partner to 60,000 clients in 10,000 distinct organizations.

Through the resources of Gartner Research, Gartner Executive Programs, Gartner Consulting and Gartner Events, we work with every client to research, analyze and interpret the business of IT within the context of their individual role.

Founded in 1979, Gartner is headquartered in Stamford, Connecticut, U.S.A., and has 4,000 associates, including 1,200 research analysts and consultants in 80 countries.

The Executive Client Manager (ECM) is a senior client service professional in the Executive Programs (EXP) department of Gartner. The ECM provides Information Technology advice, analysis and Gartner research to Chief Information Officers and Heads of IT in Blue Chip and Public Sector Organizations. The ECM must be able to analyse and handle all research requests and inquires, while building a trusting relationship with the most senior IT professionals in the region.

The role is non quota bearing (not a sales role)

POSITION ACCOUNTABILITIES AND SPECIFIC DUTIES 

• Partners with Senior Gartner Advisors (Executive Partners and Executive Advisors) to deliver high value service according to the client’s initiatives.
• Actively manages the relationship with the client according to Gartner’s Service Delivery Excellence guidelines
• Compiles customized research and actively sends relevant research and information based on customer profile.
• Handles all research requests and inquiries from assigned clients. This involves interpreting, researching and delivering responses customized to the clients’ expectations. 
• Works with Gartner analysts to coordinate and facilitate telephone conferences and analyst meetings with clients.
• Jointly responsible with Executive Partners and Executive Advisors to ensure client satisfaction and client retention.
• Collaborates with Executive Partners and Executive Advisors to manage local roundtable events
• Participates in and documents most client calls with analysts
• Collaborates with Research to further develop knowledge in particular technology areas or verticals.
• Works with EXP Analysts to gather case study participants for EXP reports.
• Assist Sales with pre-sales activities and renewal opportunities.
• Delivers on-site member support at annual Symposium events. 

REQUIREMENTS

• Bachelors degree preferred.
• Fluency in English.
• Experience in the information technology industry.
• Knowledge of major technology areas.
• Strong interpersonal, facilitation, listening and relationship building skills.
• Understanding of market research, data collection and analysis.
• Excellent verbal and strong communication skills.
• Ability to prioritize and handle multiple requests concurrently.
• Ability to problem solve and bring timely resolution to issues.