Post Deal Order Support Specialist at Ext — Fort Myers, FL

About the role

We are a team of highly motivated and talented professionals responsible for supporting Sales after a customer deal has been activated. As part of the Post Deal Order Support (PDOS) team, you will serve as a strategic partner supporting all post‐deal order inquiries, providing end‐to‐end ownership, proactive communication, and high‐quality partnership with Sales and internal stakeholders. This role emphasizes issue resolution, collaboration, and driving a seamless seller and client experience.

What you’ll do

End‐to‐End Issue Ownership & Resolution

• Provide specialized support for all post‐deal order inquiries, acting as the primary owner for order corrections and complex scenarios.
• Ensure timely, accurate, and transparent issue resolution, eliminating unnecessary handoffs and reducing ambiguity.
• Conduct root‐cause analysis, identify trends, and recommend operational improvements
• Take initiative in communicating with Sales by scheduling meetings, reducing email volume, and accelerating case resolution.
• Serve as a subject matter expert (SME) in order workflows, policies, and sales processes to equip Sales with accurate coaching and guidance.
• Partner closely with GRO and RDO teams, Finance+, and other NCVI teams to align on shared goals, KPIs, and process flows.
• Participate in joint training, cross‐functional reviews, and process refinements to increase efficiency and reduce handoffs.
• Maintain accurate documentation and contribute to an evolving knowledge repository.
• Review order packages and agreement documentation for accuracy and compliance before and after booking; ensure alignment with pricing policies, SOX, and contract requirements.
• Ensure that client data flows accurately into all downstream systems, contributing to Gartner’s data integrity and revenue recognition accuracy.
• Reduce escalations by applying a first‐contact resolution mindset and resolving issues before they grow.
• Highlight improvements and solicit seller feedback to continuously refine the PDOS experience.
• Leverage technology and analytics to monitor accuracy and operational efficiency.

What you’ll need:

• Associates degree or equivalent work experience preferred
• 3 or more years of related office experience in one of the following areas: Administrative Sales Support, Finance Operations or Customer Service
• Excellent time management skills and ability to meet tight deadlines
• Excellent verbal and written communication skills, in particular, the ability to convey
• complex requests in a clear, concise, timely fashion; the ability to convey difficult
• messaging; and the proven ability to drive teamwork
• Ability to communicate with a diverse audience at various levels and all countries and cultures within the organization
• Demonstrated ability to effectively use active listening skills to understand Sales’s needs
• Strong initiative with the ability to work in a fast paced, high-pressure environment
• Ability to adapt to a constantly changing environment
• Proven ability to build strong cross-functional partnerships and effectively in complex hybrid business organization
• Consistently high achiever marked by perseverance, humility and a positive outlook in the face of challenges
• Advanced expertise in Microsoft Excel
• CRM (Salesforce based platform) and Oracle experience strongly preferred

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Who are we?

Gartner is the world authority on AI

What do we offer?

Gartner believes in fair and equitable pay. A reasonable estimate of the base salary range for this role is 56,000 USD - 78,000 USD. Please note that actual salaries may vary within the range, or be above or below the range, based on factors including, but not limited to, education, training, experience, professional achievement, business need, and location. In addition to base salary, employees will participate in either an annual bonus plan based on company and individual performance, or a role-based, uncapped sales incentive plan. Our talent acquisition team will provide the specific opportunity on our bonus or incentive programs to eligible candidates. We also offer market leading benefit programs including generous PTO, a 401k match up to $7,200 per year, the opportunity to purchase company stock at a discount, and more. The policy of Gartner is to provide equal employment opportunities to all applicants and employees without regard to race, color, creed, religion, sex, sexual orientation, gender identity, marital status, citizenship status, age, national origin, ancestry, disability, veteran status, or any other legally protected status and to seek to advance the principles of equal employment opportunity.

Job Requisition ID:112076