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Buyer Success Specialist
Gartner
·
2-5 years
₹ 6 - 11.75L/yr (AmbitionBox estimate)
This is an estimate of the average salary range for this
position. It has not been reviewed by the company, and
the actual salary may differ.
Gurgaon / Gurugram
1 vacancy
Buyer Success Specialist
Gartner
posted 2d ago
Job Role Insights
Flexible timing
Key skills for the job
Job Description
The Buyer Success Specialist will be responsible for improving the experience of software buyers and GDM site visitors. The Buyer Success Team s mission is to help every person they can to strengthen our brands and make GDM the go-to destination for buyers shopping for software.
What You Will Do:
Manage incoming GDM (Capterra, GetApp, and Software Advice) email responses and pass back tickets under strict deadlines to respond, resolve, and close out:
- Strive to help every buyer with their inquiry by directly assisting with questions and limiting the amount of pass-offs to other people or departments
- Re-engage with select buyers as needed
- Resolve 100+ tickets daily within strict timeframes
- Manage direct unsubscribe requests
Work directly with Advisors and Advocates when passing a new opportunity to ensure follow-up and resolution:
- Identify revenue opportunities to pass to our advisor team
- Escalate issues to Advisor Managers as needed
- Help us understand the buyer journey and build areas for improvements:
- Log buyer behaviors to help us understand the buyer journey
- Assist with NPS survey feedback as needed
- Review call recordings and chat transcripts for buyer insights and process improvements
- Build knowledge management content to help our team provide a better ongoing experience
What You Will Need:
- Attention to customer experience. We want to respond to customer inquiries quickly and ensure they re getting the support they need in their software buying journey
- Efficiency and multi-tasking. We help hundreds of buyers per day, 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 buyer and ensure you re hitting your daily targets.
- Amazing resolution and communication skills. You know how to read a room. You ll be helping buyers with all inquiries that happen after they can connect with our advisor team. Use your skills to respond professionally and be able to smooth over any challenging buyer 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 vendors 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 buyers with their inquires. You will need to think critically in order to find the best solution in each specific situation.
- Flexibility. This is a new team and the processes that go with it may need to change in order to improve efficiency and provide the best experience for our buyers and users. You fear no change and are open to offering suggestions for improvement.
Requirements:
- Bachelors degree from an institute of repute
- 2+ years of professional experience in customer support
- Maturity, confidence and a growth mindset with the ability to learn new concepts quickly
- Excellent written and oral communication skills
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.
Employment Type: Full Time, Permanent
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What people at Gartner are saying
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Brilliant culture, company takes great care of their campus hires
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Nothing specific. Compensation maybe
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What Gartner employees are saying about work life
based on 501 employees
Flexible timing
Monday to Friday
No travel
Day Shift
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