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About This Role:
As a member of Forrester’s customer success organization, the Customer Success Manager is responsible for the engagement value delivered to Forrester’s largest clients. The successful candidate will orchestrate the customer journey through proactive engagement strategies and guide clients to their desired outcomes, while driving great value in their partnership with Forrester. By monitoring the health of customer relationships, this individual will also predict and navigate through challenges and offer solutions that drive satisfaction, retention, and additional enrichment opportunities.
Job Description:
• Strengthen the client’s relationship health postsale by deeply embedding in the accounts to drive high engagement.
• Serve as a client advocate and drive strong renewal rates and higher enrichment by understanding the client’s business initiatives and mapping to Forrester’s portfolio of products and services.
• Create, execute, and deliver a strong client engagement strategy informed by the client executive’s overall account strategy. This includes the execution of services provided to the client, formal and informal client check-ins, onboarding, partnership reviews, and the delivery of other value-added services based on the mutually agreed engagement plan with the client.
• Align with the client executive on the account strategy; meet regularly to discuss account health, value capture, and engagement levels and to share potential new enrichment opportunities.
• Leverage support of the customer success specialist to ensure the largest impact on client engagement and value delivered while efficiently servicing the account.
• Orchestrate the quality and timely delivery of products or services purchased by working with the relevant ecosystem partners in the product, research, and/or consulting organizations to ensure that client success measures are met, and value is maximized.
Job Requirements:
• Experience in driving successful solution-oriented client engagement, handling difficult internal and external business challenges, and delivering exceptional client service resulting in high client retention.
• Experience in managing projects with multiple stakeholders and systems, sometimes globally, and working within tight project and client timelines with resource constraints.
• Experience in building successful senior-level business relationships and facilitating conversations at all levels, including the C-suite.
• The ability to work in a high-energy, fast-paced environment and collaborate with other divisions to achieve strong results.
• Relevant business experience in demonstrating a commercial mindset and an understanding of selling moments.
• Relevant industry experience in working in a B2B setting and a familiarity with the typical challenges faced by clients in leading change.
• A high degree of organization and proficiency in leveraging internal systems.
• Successful navigation of business systems and processes to obtain high client advocacy and business results.
• Strong storytelling, verbal and written communication, and social skills.
• Technology proficiency.
We’re a network of knowledge and experience leading to richer, fuller careers. Here, we’re always learning. Whether you want to hone your strengths or discover new ones, Forrester is the place to go for it. It’s a place where everyone is given the tools, support, and runway they need to go far. We’ll be right there beside you, every step of the way.
Let’s be bold, together.
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Here at Forrester, we welcome people from all backgrounds and perspectives. Our aim is for all candidates to be able to fully participate in Forrester’s recruitment process. If you would like to discuss a reasonable accommodation, please reach out to accommodationrequest@forrester.com.
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The information provided by you in this application will be used for the purposes of recruitment and, for successful applicants only, for personnel administration and management purposes and to comply with the employer’s obligations regarding the retention of employee records. If your application is unsuccessful, Forrester Research, Inc., its subsidiaries, affiliates, and/or service providers (collectively “Forrester”) will retain your personal information on secure file solely to consider you for future recruitment opportunities.
By submitting your resume/CV, you consent to Forrester’s retention of the information provided on a secure file for personnel administration and management purposes and/or in order to consider you for future employment opportunities and to the transfer of the information provided to: Forrester’s offices in the US and other countries outside the European Economic Area; and Service providers engaged by Forrester for the purposes of processing applications for employment who may be located outside the European Economic Area.
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