• Client Manager, CX Index

    Job Locations 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 they know how they stack up against their peers; and the ability to model which improvements will have the biggest impact on their revenue.

     

    The Program Manager is a critical member of Forrester’s CX Index product team; their overarching goal is to facilitate the high-value engagements that the 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

    • Partner with the CX Index product team, research analysts, and consultants to deliver on all aspects of the CX Index engagement program.
    • Be 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 CX Index clients to drive the portfolio’s health and, in turn, CX Index client renewals and enrichment.
    • Have a thorough and comprehensive knowledge of and ability to fluently articulate the CX Index framework and value proposition and to understand CX Index clients’ needs to develop the most applicable CX Index engagement program experience.
    • Manage the CX Index engagement program for CX Index clients. This includes identifying, coordinating, and managing internal resources to create and deliver on each milestone of the program; developing the appropriate delivery cadence of the presentations; and maintaining a pipeline report that tracks the status (and quality) of each phase of the CX Index client’s engagement experience.
    • Execute a client satisfaction program that seeks feedback and value stories from clients after each engagement and ensures that satisfaction levels are high. Where this may not be the case, take the necessary steps to improve the client experience.
    • Conduct periodic research with CX Index clients to stay abreast of their major challenges and any major initiatives that may affect a client’s business or market; deliver relevant information to the CX Index product team to help enhance the engagements.
    • Promote and support the CX Index product offering. In partnership with the marketing team, create 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 on the CX Index’s product capabilities with new and existing clients.
    • 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 as a minimum
    • Three to five years of 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 highly effective problem resolution skills.
    • Superior critical thinking, excellent communication, flexibility, time management skills, and excellent writing skills.
    • Strong presentation and meeting facilitation skills as well as strong Microsoft PowerPoint and Excel skills.
    • The ability to travel 5% to 10% of the time.

     

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    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.

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