VP, Digital Product Management (Salesforce)

Vice President, Product Management, Global Service Strategy and Operations

About Global Service Strategy & Operations:

Service Strategy & Operations is a division within Gartner which encompasses Service Technology and Data Science, and other core functions to supporting Gartner's Service Delivery teams. As Vice President, you will manage some of our important products and technology initiatives as well as set stage for strategic guidance on technology investments (such as implementation of new CRM: Salesforces) to drive higher client engagement and retention. This position can be based in Stamford, CT, Arlington, VA, or Dallas, TX and will report into Managing Vice President, Service Technology and Data Science. This fast-paced role will continue to build products and enable our service teams to engage our clients leading to retention.

Role Purpose:

This a critical role in pursuing ongoing innovation and transformation, supporting product leadership, management of our transitioning our technology to Salesforce as the new CRM platform; the position will directly impact Service Delivery org's retention and growth goals.

We are seeking an experienced leader that can help us drive Service Delivery organization's productivity through innovative technology solutions that will streamline the client engagement and retention processes, generate targeted and accurate use of CRM platform and lead product management and migration of ~2000 Service Delivery associates.

The role will also be responsible for leading a team of product directors and owners to drive fast-paced execution of new CRM implementation goals, while working cross-functionally with IT org, Transformation org, and other functions such as Sales, Research & Advisory.

What will you focus on in this role?

• Be responsible for partnering on, and building an end-to-end strategy for the Service Delivery team's technology and innovation initiatives on CRM
• Work with a team of product directors and owners, who are directly responsible for end-to-end implementation of several Services and Enterprise-level capabilities.
• Collaborate with Engineering, Design, Data Science, Data Analytics, BI, Sales, Service Operations, and Business Leaders to grow and advance initiative success, and craft a product vision against it
• Build and launch products and features in an Agile methodology and at scale, through continuous prioritization, A/B testing, pivoting and designing for scale and robustness

• Continue to integrate our tools to create a unified and seamless experience for our service associates in the new CRM
• Partner with the product and business leaders on the team to decide resources, tools, systems and training will be necessary for our service teams to support migration to new CRM.
• Partner with all service leaders to understand their needs in order to drive client engagement and build that into the backlog prioritization
• Identify systemic issues affecting clients and work with internal organizations to identify and implement fixes, process modification or changes to client's expectations.

You're extraordinary at:

• Driving high-performance initiatives while operating under the lean product principle framework and agile delivery
• Analytical problem solving and using fact-based decision making to solve business problems
• Leading product management for technology initiatives, developing a robust testing framework and faster time to market
• Disciplined Scrum knowledge for different products in order to continuously increase velocity

• Collaborating with cross-functional teams including products, services and sales in order to empower our client service delivery teams by fully leveraging state-of-the-art technologies to improve efficiency, growth, profitability, and client retention

You would have:

• A proven understanding of information technology, knowledgeable in disruptive technologies
• Minimum of 3-4 years of delivering and supporting B2B Sales or Service technology solution on a major CRM platform (e.g. Salesforce, Siebel, Microsoft Dynamics, etc.).

• Top-notch problem-solving skills leveraging systems and tools, optimized processes and ability to leverage Lean Product Principles to A/B test, measure success and continuously improve
• Hands on experience in implementing CRM processes and practices within an organization
• Agile ability to anticipate need, be responsive and adapt to change
• Very strong project and program management skills; demonstrated track record leading cross-functional initiatives
• Experience with user journeys and product development life cycle

• Strong interpersonal and relationship skills, ability to influence decisions and gain consensus
• Excellent time and project management skills, ability to prioritize the most important projects to create business impact
• 7-8 years' experience in the Information Technology Industry preferred

Who are we?

Gartner delivers actionable, objective insight to executives and their teams. Our expert guidance and tools enable faster, smarter decisions and stronger performance on an organization's most critical priorities. We've grown exponentially since our founding in 1979 and we're proud to have nearly 16,000 associates globally that support our 14,000+ clients in more than 100 countries.

What makes Gartner a great place to work?

Our teams are composed of individuals from different geographies, cultures, religions, ethnicities, races, genders, sexual orientations, abilities and generations. We believe that a variety of experiences makes us stronger-as individuals, as communities and as an organization. That's why we're recognized worldwide as a great place to work year after year. We've been recognized by Fortune as one of the World's Most Admired Companies, named a Best Place to Work for LGBTQ Equality by the Human Rights Campaign Corporate Equality Index and a Best Place to Work for Disability Inclusion by the Disability Equality Index. Looking for a place to turn your big ideas into reality? Join #LifeAtGartner

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.

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.

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Job Requisition ID:71677

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