Sr. Manager, Client Experience and Registration

Gartner Conferences delivers world-class conferences across the globe, attracting tens of thousands of attendees and exhibitors each year. The Registration Experience team is focused on shaping a world class registration experience for all clients and delegates who attend Gartner Conferences.

As an ideal candidate, you would support the registration team by ensuring swift execution and strategic thinking to aid client retention and business growth while delivering world class service aligned with Gartner's global standards.

What you will do:

• Lead customer services strategy and drive a culture of constant improvement.
• Manage and Partner with the registration/call center vendor on day-to-day operations as well as future initiatives.
• Focus team on performance to achieve the highest customer satisfaction; Manage, coach, and develop a team of 1-4 planners/coordinators
  • Provide Direction and Meaning
  • Set the Stage for Success
  • Build Greater Capability at Scale
  • Know where they stand.
• Create and manage on-site and/or virtual requirements for registration initiatives at Global Conferences
• Develop and standardize employee skillset training
• Support strategy for segmented attendee experiences
• Data management and reporting/analytics
• Serve as a liaison to internal and vendor teams on customer issues
• Work with internal registration and technology teams to manage priorities for system enhancements, ensuring the highest level of attendee experience
• Travel to events and provide support onsite as determined by leader

What you will need:

• Bachelor's degree in any field
• 7+ years of customer service experience
• 3+ years in project management, Business Analytics and/or process improvement
• Bring out the best in your team
• Provide a clear call to action that inspires others towards success
• Demonstrate what success looks like and clearly link personal, team and organizational goals
• Maintain a clear focus on priorities
• Fully competent in Microsoft Office, strong Excel skills needed
• Ability to manage multiple tasks simultaneously and prioritize workload
• Experience with leading teams and/or cross-functional projects
• Experience with troubleshooting and escalation resolution
• Strong business writing, and communications skills

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What we offer:

Our people are our most valuable asset, so we invest in them from Day 1. When you join our team, you'll have access to a vast array of benefits to help you live your life well. These resources are designed to support your physical, financial and emotional well-being. We encourage continued personal and professional growth through ongoing learning and development opportunities. Our employee resource groups, charity match and volunteer programs keep you connected to your internal Gartner community and causes that matter to you.

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Job Requisition ID:76951

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