The Team Client Manager (TCM) is an experienced service professional who understands the business drivers of our C-Level client base and their teams. The TCM provides our clients a personalized, proactive, concierge-level service to help the team leverage the most relevant Gartner resources proactively, and serves as the single point of contact within Gartner. The TCM facilitates a coordinated service approach for both the client team as well as the internal team including Sales, Executive Partners, and Leadership Partners. The TCM will also be responsible for collaborating with appropriate LCMs, ECMs and CPs when the clients Team is located in multiple countries and local language support is required. Ensure client satisfaction, account retention, individual retention, operational efficiency and quality across EXP and EUP service lines. Cultivate and expand existing business relationships through frequent communication and regular client interactions to ensure the clients’ needs align to their value plans. Partners with the Executive Partners (EP) and Leadership Partners (LP) to ensure our C –level client base and their teams receives value against the services they’ve purchased. The TCM partners with the EP and LP to identify the value drivers of the client and provides solutions to ensure we meet their business needs. Key Deliverables: • Conducts phone calls with all clients in the team at least once every quarter. Involved as required with the Members supported by the LP and EP • Identifies their most urgent initiatives and links those initiatives with the best resources in Gartner or community in a timely manner • Delivers excellent service. All Leaders and Partners to use the service monthly. All other clients to use the service at least quarterly. • Partner with RES on all research requests and inquiries from assigned clients, Executive Partners or Leadership Partners. The TCM will receive requests, interpret and deliver to meet the client’s expectations. • Supports timely on-boarding of new clients and renewal on-boarding of existing clients • Delivers on-site member support at annual Symposium events or other Gartner events as requested • Scheduling and coordination of quarterly internal meetings aligned with Sales led client value meetings, including information dissemination to internal associates (Impact Assessment, Value Statements) • Participates in most Executive Partner and Leadership Partner client value planning and quarterly review calls. Also, participates in client inquiry calls when necessary for EP and LP supported clients • Accountable for delivery and execution on Team Solutions: • Personalized Intro of all Service Associates • Internal Planning meeting with Service and Sales Associates • Participation in Service Delivery Kickoff meeting with Team Leader, Team Members, Service & Sales Associates Job Requirements Bachelors degree required, major in Business or IT Discipline preferred. IT industry experience preferred, preferred experience as a business/technology advisor and/or client manager. Prior experience as a high performing Gartner CP, ECM, LCM or ICM is desirable
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