About Gartner Digital Markets:

Gartner Digital Markets is a business unit within Gartner. Our mission is to empower organizations to accelerate growth by helping them embrace the right technology and services.

Gartner Digital Markets is the world’s largest platform for finding software and services. With more than 100 million annual visitors across four buyer destinations—Capterra, GetApp, Software Advice, and UpCity—and 70 localized sites, Gartner Digital Markets helps software and service providers build their brand, capture demand, and understand their market. As the only destination for software and services driven by independent, objective research and verified customer reviews, we help connect providers with in-market buyers to fuel growth across the full funnel.

For candidates interested in taking their next career step, Gartner Digital Markets offers the best of two worlds—the stability and resources of a large, established organization combined with the fast pace and excitement of working for a dynamic growth business. Our team is on the front lines of innovation in an industry that is always transforming, providing an incredible opportunity for you to grow and learn throughout your career.

About the Job:

The Client Success Specialist, Refund Team will be responsible for providing omni-channel support to our clients. The team’s mission is to help quickly respond and resolve vendor refund requests, while ensuring client needs are met with both speed and empathy.

Shift Timings:

2:00PM IST – 11:00 PM IST (3 times a week)11:00AM IST-8:00 PM IST 

What you will do:

Manage incoming vendor refund tickets under strict deadlines to respond, resolve, and close out:Utilize outlined workflows and saved replies to ensure consistent messaging.Investigate refunds through call advisor call review and utilization of software market knowledge. Resolve incoming support tickets in a timely and efficient manner.Help us understand the buyer journey and build areas for improvements:Log vendor feedback to help us understand the vendor experience.Identify trends in incoming requests to help us continue to improve our PPL product. Collaborate with internal colleagues to maximize the value Gartner delivers to vendors and achieve team targets and goals.Address client needs, escalating to the account management team as needed to update account details.  ·Work with the advisor leadership team to escalate refund review as neededTake ownership in your training and development by being proactive, asking questions and identifying areas for growth.

What You Will Need:

Attention to client experience. We want to respond to vendors inquiries quickly and ensure they’re getting the support they need require. Efficiency and multi-tasking. We work directly with our vendor partners, 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 vendor and ensure.Amazing resolution and communication skills. You know how to “read a room.” You’ll be helping vendors with all refund inquiries after speaking to our advisor team. Use your skills to respond professionally and be able to smooth over any challenging vendor 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 software markets 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 vendors with their inquires. You will need to think critically in order to find the best solution in each specific situation. 

Requirements 

 6 months to 2 years of relevant sales or customer support experience. Maturity, confidence and a growth mindset with the ability to learn new concepts quicklyExcellent written and oral communication skillsBA or BS preferred

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.

What We Offer:

Limitless growth and learning opportunities.A collaborative and positive culture — Your team will be as smart and driven as youOutstanding compensation — Plus competitive benefits and generous time offA chance to make an impact — Your work will contribute directly to our strategy

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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 21,000 associates globally who support ~14,000 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 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 ApplicantAccommodations@gartner.com.

Job Requisition ID:99563

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