Senior Client Relationship Manager

Posted 7 February by Gartner Featured

The opportunity:

The Senior Client Relationship Manager is an experienced service professional who understands the business drivers of our C-Level client base and their executive teams.  

Key responsibilities:

  • Provide clients a personalized, proactive, concierge-level service to help the team leverage the most relevant Gartner resources proactively
  • Serves as the single point of contact within Gartner. 
  • Facilitates a coordinated service approach for both the client team as well as the internal team   
  • Ensure client satisfaction, account retention, individual retention, operational efficiency and quality across service lines.
  • Partners with the Senior IT Expert to ensure our C–level client base and their teams receives value against the services they’ve purchased.  

Key Deliverables:

  • Conducts phone calls with all clients in the team at least once every quarter. 
  • Identifies their most urgent initiatives and links those initiatives with the best resources in Gartner or community in a timely manner
  • Delivers an excellent service, ensures all Leaders and Partners use the service monthly. 
  • Partner with internal research department on all research requests and inquiries from assigned clients and Senior IT Expert. 
  • Supports timely on-boarding of new clients and renewal on-boarding of existing clients
  • Delivers on-site member support at annual Symposium events or other Gartner events as requested
  • Scheduling and coordination of quarterly internal meetings aligned with Sales led client value meetings, including information dissemination to internal associates (Impact Assessment, Value Statements)
  • Participates in most client value planning and quarterly review calls.  
  • Participation in Service Delivery Kick-off meeting with Team Leader, Team Members, Service & Sales Associates

Job Requirements:
  • Fluency in English and an additional European language required (German, Dutch, French, or Swedish preferred
  • Bachelors degree preferred
  • IT industry experience required, preferred experience as a business/technology advisor and/or client manager.
  • Highly collaborative, strong interpersonal, listening and relationship building skills; demonstrated customer focus mentality
  • Organization planning, and time management skills. 
  • Demonstrated excellence in proactive service (e.g., reaching hard to get clients)
  • Demonstrated excellence (e.g., top 10% performer) in a service role
  • Comfortable with being accountable for specific service level delivery (e.g., quarterly interaction with clients)
  • Demonstrated ability to interact with C-suite members and senior leadership teams
  • Ability to prioritize and handle multiple requests concurrently; Ability to problem solve and bring timely resolution to issues.
  • Knowledge and understanding of major technology areas
  • Ability to adapt to a dynamic work environment.

Reference: 33460544

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