• Customer Success Manager, I

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

    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 customers’ 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

    • Strengthens the premier vendor clients’ relationship health post-sale by deeply embedding in the accounts to drive high engagement. Serves 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.
    • Creates, executes, and delivers a strong premier vendor client engagement strategy in partnership with the client executive’s overall account strategy.
    • Aligns with the client executive on the account strategy and meets regularly to discuss account health, value capture, and engagement levels and to share potential new enrichment opportunities.
    • Leverages support from the customer success specialist to ensure that the largest impact on client engagement and value are delivered while efficiently servicing the account.
    • Orchestrates 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.
    • Demonstrates high degree of organization and proficiency in leveraging internal systems.
    • Has a proven track record in a client-facing role, driving client engagement, handling difficult situations both internally and externally, and delivering exceptional client service.
    • Experience in managing projects, balancing the needs of multiple stakeholders, sometimes globally, and working on tight timelines even 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.
    • Has relevant business experience in demonstrating a commercial mindset and an understanding of selling moments.
    • Has relevant industry experience working in a B2B setting and familiarity with the typical challenges faced by premier vendor clients in leading change.
    • Successful navigation of business processes.

    Qualifications

    • Two to four years of experience in driving successful solution-oriented client engagement, handling internal and external business challenges, and delivering exceptional client service resulting in high client retention.
    • Experience in balancing multiple stakeholders and systems and working within tight project and client timelines even with resource constraints.
    • Comfortable working in a high-energy, fast-paced environment, while collaborating with other divisions to achieve strong business results.
    • The ability to successfully navigate business systems and processes to obtain high client advocacy and business results.
    • Detail oriented with strong organizational and project management skills.
    • Has strong storytelling abilities, verbal and written communications, social interactions, and a proficiency with technology.

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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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