Gartner Expert

Jonathan Schmidt

Sr Principal Analyst

Jonathan Schmidt is a Sr. Principal, Analyst within Gartner for Customer Service and Support Leaders. In this role, Mr. Schmidt is responsible for supporting and partnering with senior executives at member organizations to identify and apply insights to their most critical challenges. He provides advice and develops content for executives in talent management to help them achieve their business objectives. He joined Gartner in 2012 after spending 5 years in consulting and operations for organizations across a variety of industries including supply chain/logistics, retail, and hospitality. He earned both his B.A. in Criminology/Law and M.S. in Business Administration/Management from the University of Florida.

For over 10 years, Mr. Schmidt has supported clients and served in leadership roles focused on driving client outcomes in organizations across the retail, hospitality, logistics, and professional services industries. Throughout his career, Mr. Schmidt has always been fascinated with developing and implementing strategies to enhance organizational efficiencies, including talent hiring/development/retention, operations, and client experience efforts. Using research to develop solid recommendations, he continuously strives to push himself and his clients further to ensure their strategies are effectively impacting the overall goals and priorities. He's passionate about creating solutions that drive measurable engagement and impact. Within his 12 years of B2B and B2C operations and customer delivery experience, Mr. Schmidt spent over 9 years supporting customers across multiple industries while leading, scaling, developing teams and managing change in a high-growth B2B customer success organization. He also become a passionate advocate, collaborator and leader within the businesses he has supported throughout his career.

Previous experience

Prior to his role as an Analyst, Jonathan spent several years in client success as an individual contributor focused on product development/innovation and leadership, where his focus turned to talent development, operational excellence, and client experience.

Areas of coverage

Service and Support Talent and Operations


B.A., Criminology and Law - University of Florida

M.S., Business Administration, Management - University of Florida

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Top Issues That I Help Clients Address

1How do I hire the right talent?

2What skills should I look for in future employees?

3How do I coach and develop our employees?

4How do I keep our teams engaged?

5What can I do to retain our frontline staff?