Sr Director Analyst - CRM (Sales, Marketing, and Customer Service & Support) (RE

The Sr Director Analyst - CRM (Sales, Marketing, and Customer Service & Support) role involves creating innovative insights, leading research and analysis, and providing clients with actionable advice. The ideal candidate will have deep expertise in CRM platforms, customer engagement architectures, and market trends.

Requirements

• Bachelor's degree or equivalent experience; Graduate degree preferred
• 12+ years of relevant field or industry experience
• Deep expertise in CRM platforms and customer engagement architectures, with hands-on experience across sales, marketing, and customer service domains.
• Proven ability to analyze and anticipate CRM market trends, including the integration of AI and agentic technologies into customer-facing processes.
• Demonstrated experience advising or leading CRM functions at technology vendors, system integrators, or consulting firms, with a strong understanding of competitive dynamics.
• Comprehensive knowledge of the global CRM landscape, including the interplay between established providers, new entrants, disruptive players, and outsourced service vendors.
• Demonstrate executive presence; can immediately establish credibility with executives and additional stakeholders
• Strong organizational skills; ability to work under tight deadlines and produce high quality deliverables
• Demonstrate excellence in research and writing ability
• Strong written and verbal proficiency, analytical and presentation skills; ability to engage clients and respond effectively to questions
• Proficient in analyzing and synthesizing data; can effectively apply patterns and frameworks while drawing and defending conclusions to client challenges
• Strong communication skills - able to explain complex concepts concisely and simply
• Subject matter expertise; comfortable presenting at large and small-scale speaking engagements
• Strong business and financial acumen
• Deep knowledge of the global and competitive landscape within subject area as well as the interplay in that market
• Ability to work independently, while also being intrinsically motivated to collaborate across teams and support the workflow of others, in a multicultural global team
• Learning agile and adept with navigating highly matrixed environments
• Ability to represent Gartner's research methodology and strategies effectively at all levels
• Willingness and ability to travel up to 25%

Benefits

• Generous Paid Time Off
• 401k Matching
• Annual Bonus Plan