Buyer Success Specialist

About Gartner Digital Markets:

Gartner Digital Markets (GDM) is a business unit within Gartner. Our mission is to help small businesses make the right technology decisions and find the tools they need to grow, optimize, and become more effective at what they do. The business comprises three leading brands—Capterra, Software Advice, and GetApp. For candidates interested in taking their next career step in the technology space, Gartner Digital Markets offers the fast pace and excitement of working for a startup, the stability, and resources of a large, established organization, and the opportunity to be on the front lines of innovation in an industry that is always growing and transforming.

About The Job:

The Buyer Success Specialist will be responsible for improving the experience of software buyers and GDM site visitors. The Buyer Success Team’s mission is to help every person they can to strengthen our brands and make GDM the go-to destination for buyers shopping for software.

What You Will Do:

Manage incoming GDM (Capterra, GetApp, and Software Advice) email responses and pass back tickets under strict deadlines to respond, resolve, and close out:

• Strive to help every buyer with their inquiry by directly assisting with questions and limiting the amount of pass-offs to other people or departments
• Re-engage with select buyers as needed
• Resolve 100+ tickets daily within strict timeframes
• Manage direct unsubscribe requests

Work directly with Advisors and Advocates when passing a new opportunity to ensure follow-up and resolution:

• Identify revenue opportunities to pass to our advisor team
• Escalate issues to Advisor Managers as needed
• Help us understand the buyer journey and build areas for improvements:
• Log buyer behaviors to help us understand the buyer journey
• Assist with NPS survey feedback as needed
• Review call recordings and chat transcripts for buyer insights and process improvements
• Build knowledge management content to help our team provide a better ongoing experience

What You Will Need:

• Attention to customer experience. We want to respond to customer inquiries quickly and ensure they’re getting the support they need in their software buying journey
• Efficiency and multi-tasking. We help hundreds of buyers per day, and we need to provide an outstanding experience to each one of them. Work quickly to leverage GDM’s resources, provide a great experience to each buyer and ensure you’re hitting your daily targets.
• Amazing resolution and communication skills. You know how to “read a room.” You’ll be helping buyers with all inquiries that happen after they can connect with our advisor team. Use your skills to respond professionally and be able to smooth over any challenging buyer situations, but also recognize when an issue needs to be escalated or when to insert your personality into a response.
• A deep knowledge of our business. You’ll need to learn the markets and the vendors we serve as well as what other departments do so that you can quickly resolve any issue that comes your way.
• A resourceful mindset. You will utlize a our knowledgebase system, CRM, and additional resources to assist buyers with their inquires. You will need to think critically in order to find the best solution in each specific situation. 
• Flexibility. This is a new team and the processes that go with it may need to change in order to improve efficiency and provide the best experience for our buyers and users. You fear no change and are open to offering suggestions for improvement.

Requirements:

• Bachelor's degree from an institute of repute
• 2+ years of professional experience in customer support
• Maturity, confidence and a growth mindset with the ability to learn new concepts quickly
• Excellent written and oral communication skills

Who We Are:

• Action Oriented - Deliver fast, get great results. We embrace the vision, roadmap to success and the action it takes to make it happen.
• Intellectually Curious - Seek to learn, love to teach. We’re humble and embrace respectful, radical candor with a mindset of ongoing professional and personal development.
• Collaborative - One team, shared mission. We welcome feedback and understand the value of working together to accomplish more than what is possible individually.

#digitalmarket #LI-AS12

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 insight, helping enterprise leaders and their teams succeed with their mission-critical priorities.

Since our founding in 1979, we’ve grown to more than 20,000 associates globally who support ~15,000 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 sustained success creates limitless opportunities for you to grow professionally and flourish personally. We have a vast, virtually untapped market potential ahead of us, providing you with an exciting trajectory long into the future. 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.

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 and to affirmatively seek to advance the principles of equal employment opportunity.

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 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 [email protected].

Job Requisition ID:95317

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 place of residence.

Gartner Applicant Privacy Link: https://jobs.gartner.com/applicant-privacy-policy

For efficient navigation through the application, please only use the back button within the application, not the back arrow within your browser.