Process, track and schedule internal & external client, prospect or vendor requests for Analyst’s time; ensuring the appropriate Analyst is aligned with the requested engagement. Accountable for content knowledge expertise in assigned technology area(s) Collaborate with internal business partners such as Sales and Research analyst community to better understand client/prospect/vendor needs. Adhere to internal RES processes to ensure a positive experience for the client/prospect/vendor and increased operational efficiencies. Remain abreast of updates to assigned core topics, published research and analyst agendas to enhance ability to service Inquires, Proof of Concepts (POC) and Vendor Briefing (VB) requests. Responsible for verifying that the client/prospect/vendor requests meet the minimum criteria for service and support in adherence to standard Gartner policies. Maintain a clearly documented audit trail of all analyst engagements to ensure proper usage reporting and analyst utilization. Provide the Research Team Manager and/or the analyst with detailed insight in advance of the client/prospect/vendor engagement to ensure they are prepared and set up for success. Build and maintain strong relationships with analysts, Sales, Client Partner Group and Vendor/Analyst Relations community to increase effectiveness in the role. Utilizes Senior RCS and RES Managers as a point of escalation for problematic requests or unknown topical coverage areas. Job Requirements Bachelor degree, Major in Business or IT preferred 3-5 years experience in a fast paced customer service environment, preferably in the information technology industry Strong research and analytical skills. Ability to take initiative, ownership and accountability in processing client /non client requests. Excellent written and verbal communication skills. Ability to manage multiple tasks simultaneously and prioritize workload. Capacity to work as part of a virtual global team. Strong interpersonal and relationship building skills. Ability to problem solve and bring timely resolution to escalation. Process-driven, methodical and pays strong attention to detail
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