At Forrester, we’re trusted to work on trailblazing, mission critical problems that business and technology leaders face today. That’s why we’re always looking to empower talented individuals to perform at their best every single day. We’re proud of our community of smart people and vibrant voices who come together to do what’s right by our clients and each other. Our success is driven by curiosity, courage and customer obsession. The confidence and drive to be bold at work. Join us and build an extraordinary future.
About This Role:
As a member of Forrester’s customer success organization, the Customer Success Manager I will be responsible for the engagement value delivered to Forrester 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 post sale 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 meetings, 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, 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.
- Successful navigation of business systems and processes to obtain high client advocacy and business 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.
- The ability to work in a high-energy, fast-paced environment and collaborate with other divisions to achieve strong results.
- A high degree of organization and proficiency in leveraging internal systems.
- Strong storytelling, verbal and written communication, and social skills.
Technology proficiency.
Please note that the base salary range indicated here is inclusive of all applicable US geographies listed in this requisition. This salary range is based upon the position as described in the job listing. The offered compensation may vary within this range and is dependent upon the successful candidate’s primary work location, experience, training, education, and credentials.
Base salary range: $59,000 - $95,000
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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FLSA Status:
ExemptHere 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 [email protected].
Forrester Research, Inc. is an Equal Employment Opportunity Employer. As a federal contractor, Forrester encourages veterans and individuals with disabilities to apply for employment.
Benefits at a Glance
Benefits at a Glance - Cambridge
Skills Required
- Experience in driving successful solution-oriented client engagement
- Experience in managing projects with multiple stakeholders
- Experience in building successful senior-level business relationships
- Relevant business experience demonstrating a commercial mindset
- Relevant industry experience in B2B settings
- Ability to work in a high-energy, fast-paced environment
- Strong verbal and written communication skills
What We Do
Forrester is one of the most influential research and advisory firms in the world. We help business and technology leaders use customer obsession to accelerate growth by putting their customers at the center of their leadership, strategy, and operations. Through Forrester’s proprietary research, consulting, and events, leaders from around the globe are empowered to be bold at work — to navigate change and chart new paths. Our unique insights are grounded in annual surveys of more than 675,000 consumers, business leaders, and technology leaders worldwide; rigorous and objective methodologies, including Forrester Wave™ evaluations; over 52 million real-time feedback votes; and the shared wisdom of our clients
