Svcs Business Analyst

Service Operations Center Of Excellence Role

The Service Operations Center of Excellence in Fort Myers is responsible for ensuring global client retention. The Client Insights team works directly with Gartner's service delivery group with the central goal of improving end user retention, driving productivity and value addition for service associates, and to enable process efficiency in the way the service team delivers value to clients.

What you'll do :

Drive client retention, value and engagement by collaborating with and empowering Global service delivery groups across client growth and retention life cycle

Strategizing, executing and delivering against service group's performance expectations

Innovate through analytical methods to improve productivity of service associates

Co-owning business territories / account portfolio of around 25 accounts & driving improvements on retention / conversion indicators

Continuously partnering with the team managers and Executive Partners (EPs) to improve clients' engagement and retention

Partner with Service Delivery Team (EPs) to identify clients' C level priorities by analyzing multiple data sources and synthesizing them to identify the most impactful client priorities

Develop client-facing collaterals to support sales & services to save time and to help them have effective client conversations and renewal discussions. Provide support on various strategic deliverables such as value plans, Outside-in analysis to EPs and providing value against the clients' MCPs throughout their lifecycle

Drive operational excellence- Identify process improvement opportunities and apply LEAN principles to boost efficiency and productivity of processes & people

Problem solve by collaborating with services and Ops partners to identify key levers of retention / conversions and work on related solutions

Own stakeholder management with team members and with cross-functional units. Ensure right communication and positioning of the vision and priorities to team members

Provide active support as and when needed during development and execution of strategic initiatives within GS&O, GS&D and across Sales, R&A and Product; lead some of these projects independently

Continue to re-engineer and optimize the instrumentation (dashboards, reports, tools) designed to measure and alert SDTs / Leadership on lagging / leading KPIs

Continuously innovate by deriving insights, keeping client-focus in mind to improve existing process, tools, new business growth and retention

Team with your manager to drive insights, ideate, and deliver high impact

Act as a service enabler to the services and partners and other groups to drive operational initiatives

Demonstrate business ethics of highest order and percolate the culture of collaboration, team ethics in the best possible manner.

What you'll need : Being a US citizen

Residing in the US

Bachelors degree

Possess qualitative and quantitative problem-solving skills

Practical, intuitive problem solving and the ability to translate analysis into actionable insights

Good business acumen / orientation to understand client's priorities from a CXO lens

Excellent oral and written communications skills. Able to communicate & collaborate with senior leaders, manage multiple stakeholders and build relationships with them

Strong Microsoft Office expertise Advanced Excel, PowerPoint

Ability to create scalable solutions and drive implementation across the organization

Drive continuous improvement (process, automation etc.), new ideas and innovations consistently