Client Value Manager

Gartner • Arlington, VA

2d • $72,000 - $100,000 • Hybrid

About The Position

The Client Value Manager (CVM) conducts client interviews to capture objective, first-hand statements and feedback about realized value and opportunities for improvement. The role produces high-quality, actionable Voice of Client (VoC) insights to strengthen value articulation, inform renewal strategies, position accounts for retention and growth, and improve the overall client experience. By capturing client perspectives for SAP accounts, the CVM contributes to individual and account-level retention and growth, identifies risks, and supports mitigation efforts that help elevate organizational standards.

The CVM develops partnerships with internal stakeholders to embed VoC in decision-making and workflows. The role collaborates with Sales and Service teams on risk mitigation and participates in cross-functional initiatives within the Strategic Accounts Program. It also supports continuous improvement of program execution and the visibility of client feedback across the organization.

Requirements

• Bachelor's degree or equivalent.
• 2–4 years of professional experience in services.
• At least 1 year of experience conducting technical, needs-based discussions with clients at major organizations.
• At least 1 year of experience completing analysis or problem-solving work.
• Demonstrated interpersonal and communication skills, including collaborative work with clients and a variety of stakeholders.
• Excellent client focus and ability to build rapport.
• Ability to probe on value delivery and capture value through active listening and rapid, diligent note-taking.
• Strong organizational skills, including the ability to prioritize multiple items and work across multiple team members.
• Strong problem-solving and analytical skills, with the ability to translate analysis into actionable plans.
• Ability to conceptualize solutions and influence different stakeholders.
• Ability to work with, influence, and manage resources from different organizations.
• Ability to synthesize ideas into concise statements and clearly present and articulate ideas.
• Proficiency in Microsoft Office, including Excel and PowerPoint.
• Strong critical thinking, analytical, and problem-solving skills.
• Collaborative approach and strong team-player skills.

Nice To Haves

• A master's degree.
• Experience working in the IT industry.
• Knowledge of information technology and/or Gartner's product portfolio.

Responsibilities

• Work with Strategic Accounts Programs to schedule and conduct client interviews, prioritizing C-Level and Guided interactions.
• Identify the top three C-Level priorities for SAP accounts.
• Innovate interview approaches to align with organizational priorities, including C-Level, New to Role, and unengaged clients, and synthesize insights to help establish trust-based, value-added relationships with C-Level executives.
• Identify and escalate individual and account-level risks.
• Partner with Sales and Service teams to drive risk mitigation and use learnings to elevate organizational standards.
• Create high-quality, actionable Voice of Client insights for internal stakeholders.
• Meet program service-level agreements, emphasizing data quality and governance.
• Participate in continuous-improvement pilots by ideating, testing, and deploying mechanisms to increase VoC visibility across the organization.
• Contribute to targeted VoC efforts supporting strategic initiatives and participate in cross-functional Strategic Accounts Program projects.

Benefits

• Generous paid time off (PTO).
• 401(k) match up to $7,200 per year.
• Opportunity to purchase company stock at a discount.
• World-class benefits and competitive compensation.
• Annual bonus plan based on company and individual performance, or a role-based, uncapped sales incentive plan, as applicable.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level