Program Manager, CX Index

US-MA-Cambridge
Category
Advisory - Data

Overview

 

Fuel your intellectual curiosity and professional growth. Forrester is an idea company, where smart, motivated, curious people bring a diversity of opinions and the courage of their convictions to collaborate on ideas that change the course of business. Most of all, bring a point of view; here, every voice has value. At Forrester, you’ll work with innovative clients at emerging and established brands; these are the business and technology leaders we inspire and who inspire us. The Forrester experience is built on a singular, powerful purpose: to challenge thinking and lead change. 

 

About This Role:

 

The Customer Experience Index (CX Index™) product team supports our clients with the most complete and powerful proprietary CX tool in the market today. The CX Index evaluates over 800 brands across 21 industries in North America, Europe, and Asia. It gives our clients a deep and actionable understanding of the quality of their customer experience; competitive benchmark data so that our clients know how they stack up against their peers; and the ability to model which improvements will have the biggest impact on our clients’ revenue.

 

The Program Manager is a critical member of the CX Index Product Team; his/her overarching goal is to facilitate the high-value engagements that Forrester’s CX Index product team delivers to our CX Index clients. The Program Manager ensures that CX Index clients receive a structured and personalized engagement experience that leverages our data insights and deep knowledge of the customer experience landscape – one of Forrester’s key marketing imperatives.

Responsibilities

  • Act as a program manager, partnering with the CX Index product team, research analysts, and consultants to deliver on all aspects of the CX Index Engagement Program. This includes:
    • Act as the main point of contact for our CX Index clients and ensure a smooth and engaging client experience.
    • Oversee a multimillion-dollar AV portfolio and actively engage with CX Index clients to drive account health and in turn CX Index client renewals and enrichment.
    • Have a thorough knowledge of and the ability to fluently articulate the CX Index framework and value proposition as well as understand a CX Index client’s needs to develop the most applicable CX Index Engagement Program experience.
    • Manage the CX Index Engagement program for CX Index clients: Identify, coordinate, and manage internal resources to create and deliver on each milestone of the program; develop the appropriate delivery cadence of the presentations; and maintain a pipeline report that tracks the status (and quality) of each phase of a CX Index client’s engagement experience.
    • Execute a client satisfaction program where you seek feedback and value stories from clients after each engagement and ensure that satisfaction levels are high. Where this may not be the case, take the necessary steps to improve the client experience.
    • Conduct periodic research on CX Index clients to stay abreast of major challenges and any major initiatives that may affect a client’s business or market and deliver relevant information to the CX Index product team to help enhance the engagements.
  • Promote and support the CX Index product offering. This includes:
    • Create, in partnership with the marketing team, informational collateral to support the product.
    • Champion the CX Index product to internal sales, research, and consulting teams as well as external clients and prospects.
    • Identify sales opportunities and support sales calls and presentations for new and existing clients on the CX Index product capabilities.
    • Develop and maintain strong collaborative relationships between the CX Index product team and research and consulting colleagues.

Qualifications

  • A strong track record of academic achievement; a B.A./B.S. degree at a minimum, with work experience ideally in a role that centers on account and client relationship management skills.
  • Someone who is extremely detail-oriented, highly organized, and a quick learner with the ability to manage and execute multiple delivery engagements simultaneously.
  • A proven track record of strong positive teamwork, proactive collaboration, and has a high degree of effective problem resolution skills.
  • Superior critical thinking, excellent communication, flexibility and time management skills, and excellent writing skills.
  • Strong presentation and meeting facilitation skills and strong Microsoft PowerPoint and Excel skills; knowledge of Tableau is a plus.
  • The ability to travel 5% to 10% of the time.

 

Explore #ForresterLife on:

YouTube

Twitter

Facebook

Instagram

LinkedIn

Glassdoor

FLSA Status:

Exempt

Forrester Research, Inc. is an Equal Opportunity/Affirmative Action Employer that is committed to equal employment opportunity for all qualified individuals without regard to race, color, religion, national origin, ancestry, sex, age, disability, sexual orientation, gender identity and expression, marital status, genetic information, military service, veteran status, or any other status protected by applicable law. Minorities, Women, Individuals with Disabilities, and Veterans are especially encouraged to apply.

Options

Sorry the Share function is not working properly at this moment. Please refresh the page and try again later.
Share on your newsfeed

Need help finding the right job?

We can recommend jobs specifically for you! Click here to get started.