• Customer Success Manager

    Job Locations US-MA-Cambridge
    Category
    Customer Success
  • Overview

    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:

    As a member of Forrester’s customer success organization, you are responsible for the engagement value delivered to Forrester’s largest clients. The Customer Success Manager will orchestrate the customer journey through proactive engagement strategies. You will guide Forrester’s premier vendor clients to their desired outcomes, while driving great value in their partnership with Forrester. Monitoring the health of customer relationships, you will predict and navigate customer challenges and offer solutions that drive satisfaction, retention, and additional enrichment opportunities.

    Responsibilities

    • Strengthen the premier vendor client’s relationship health post-sale by deeply embedding in the accounts to drive high engagement. Serve as a client advocate driving 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 premier vendor 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 upon 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.

    Qualifications

    • Three to five years of experience 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, collaborating with other divisions to achieve strong results.
    • Relevant business experience demonstrating a commercial mindset and an understanding of selling moments.
    • Relevant industry experience working in a B2B setting and a familiarity with the typical challenges faced by premier vendor clients in leading change.
    • Successful navigation of business processes.
    • A high degree of organization and proficiency leveraging internal systems.
    • Successful navigation of business systems and processes to obtain high client advocacy and business results.
    • Strong storytelling abilities, verbal and written communication, and social interactions and a proficiency with technology.

     

    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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