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, you are responsible for the value delivered to Forrester’s largest clients. You will guide Forrester’s user clients to their desired outcomes, while driving great value in their partnership with Forrester.
Job Description:
Strengthens the client relationship health post-sale by understanding the client business initiatives and mapping to Forrester’s products and services, to drive high engagement, strong renewal rates & higher wallet share, & lead to additional enrichment opportunities.
Executes client engagement strategy, informed by Sales Representative's overall account strategy. The first step in this process is delivering an impactful web demo and ensuring that appropriate alerts have been set up. During formal Success Plan delivery and informal check ins the CSM will drive readership, appropriate use of Inquiry, Webinars, Event tickets and Service Units for all seat holders (as applicable).
Contributes to the onboarding, partnership reviews and renewal decks developed and delivered by the Sales Rep.
Aligns with the sales representatives on the account strategy & maintains regular contact to discuss account health, value capture, engagement levels and opportunities captured.
Orchestrates the quality and timely delivery of products or services purchased by working with the relevant ecosystem partners in Product, Research, or Consulting, to ensure the client success measures are met and value gained from Forrester is maximized.
Job Requirements:
Experience balancing the needs of multiple stakeholders and working to tight timelines with resource constraints.
Proven track record in a client-facing role, interacting with clients by phone and leading client meetings, preferably with some F2F experience.
Experience in driving client engagement, handling difficult situations and challenges, and delivering exceptional client service e.g., within a professional services organization.
Working in a high energy, fast paced environment and collaborating with other functions to achieve results as a high performing, inter-dependent team.
Successful navigation of business processes
Demonstrated a high degree of organization and proficiency leveraging internal systems.
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.
Explore #ForresterLife on:
Glassdoor
Here 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].
Data Protection
The information provided by you in this application will be used for the purposes of recruitment and, for successful applicants only, for personnel administration and management purposes and to comply with the employer’s obligations regarding the retention of employee records. If your application is unsuccessful, Forrester Research, Inc., its subsidiaries, affiliates, and/or service providers (collectively “Forrester”) will retain your personal information on secure file solely to consider you for future recruitment opportunities.
By submitting your resume/CV, you consent to Forrester’s retention of the information provided on a secure file for personnel administration and management purposes and/or in order to consider you for future employment opportunities and to the transfer of the information provided to: Forrester’s offices in the US and other countries outside the European Economic Area; and Service providers engaged by Forrester for the purposes of processing applications for employment who may be located outside the European Economic Area.
Similar Jobs
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
