Retention Programs Manager

**Description**:
**Major Responsibilities/ Accountabilities**
- Leads Prioritized Accounts teams: responsible for leading team and strategy for program; this may include guiding sales strategy and working with team to innovate client-facing documents and client account strategy to deliver a strong ROI to Gartner clients and in turn, increase retention and growth of business with existing clients
- Manages team to drive actions through influence; team members will need to operate cross-functionally to mitigate risk on the largest renewals for the clients their teams serve (i.e. EU, HT, or GBS portfolio) and geography their teams work with (i.e. Americas, Europe, APAC)
- Leads critical cross-functional and retention projects, programs and key initiatives to drive retention across Gartner
- Responsible for coaching team on deep quantitative and qualitative analysis to understand patterns in the business and future actions to take to increase client retention.
- Coaches team on how to leverage insight and best practices on client strategy based on experience working with Gartner clients and previous experience.
- Coaches team on skills necessary to build Gartner leaders including prioritization and influential leadership
- Drives action with cross functional partners including Sales, Service delivery, Product, and our Operating Committee to ensure Gartner is delivering a strong return on investment to Gartner clients and following data-informed company best practices
- Leads continuous operational improvements - focused on efficiency and quality.
- Manages team activities in solving problems and retention issues.
- Determines various developmental activities to fit unique needs of business and team.
- Communicates clear direction, structure and information needed for the team to perform at its best.

**Impact of Role: Expected Results**
- Achieve 90% retention on priority accounts and growth 10 points higher than company average
- Improved growth to the business through stronger alignment to client priorities and strong client-facing business cases (Impact Assessments) to show the client how we have delivered value in the past and how we plan to deliver value moving forward
- Provide recommended actions guided by analysis and data to improve retention
- Make recommendations targeted at material long-term performance improvement
- **Relationships: Internal/External**:

- Internal: This role will hold regular interactions with OC-1 and OC members, various roles across Gartner including Sales, Services, Research and Product teams who are aligned to the business they support, as well as the account teams aligned to the client accounts their teams will support. External: potential interactions with Gartner clients as needed including participating in regular reviews with clients, getting feedback from clients for specific analysis, and coaching their team members on best practices for client meetings.

**Education**
- Bachelor's Degree or Equivalent; Masters preferred

**Professional Experience**
- Seasoned professional within knowledge area or across multiple functions
- 10+ yrs of business experience preferred, ideally working with retention strategy and account priorities
- At least 5 years’ experience within Products or Services preferred
- Experience in leading a cross functional project and programs
- Experience with product, project or program management processes and in making decisions on complex issues and on how to solves operational problems
- At least 2 years of indirect/direct management experience preferred

**Technical/ Professional Skills & Competencies**
- Seasoned professional with applied experience in Products and Services and/or Account Retention
- Ability to lead, coach and develop to build strong teams
- Demonstrated ability to deliver presentations and influence resources from different organizations
- Strong in providing feedback, influencing others and to distill large amounts/complex information into a concise message
- Ability to prioritize and handle multiple requests concurrently
- Strong ability to work on complex problems and manage cross-functional projects or programs in a distributed organization
- Demonstrated strategic leadership skills and ability to problem-solve complex issues and opportunities
- Applies understanding of Gartner's business and competitive environment to train, coach and develop team
- Skillfully adapts to change

**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,