Job Information
Forrester Customer Success Manager II in Cambridge, Massachusetts
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 delivers engagement value to Forrester’s clients by orchestrating the customer journey through proactive engagement strategies and guiding said clients to their desired outcomes while driving great value in their partnership with Forrester. This individual monitors the health of customer relationships; predicts and navigates customer challenges; and offers solutions that drive satisfaction, retention, and additional enrichment opportunities.
Job Description:
Strengthen the client’s relationship health postsale. Deeply embed in the accounts to drive high engagement.
Serve as a client advocate driving strong renewal rates and higher enrichment. Understand 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 sales rep’s overall account strategy. This includes services provided to the client; formal and informal client check-ins; onboarding; executive business review; and the delivery of other value-added services based on the mutually agreed-upon engagement plan with the client.
Align with sales on the account strategy. Conduct regular meetings to discuss account health, initiatives and outcomes, and engagement levels and to share potential new enrichment opportunities.
Orchestrate the quality and timely delivery of purchased products or services. Work with the relevant ecosystem partners to ensure that client success measures are met and value is maximized.
Job Requirements:
Three to five years’ success in solution-oriented client engagement, handling difficult internal and external business challenges and delivering exceptional client service resulting in high client retention.
Background in managing projects with multiple stakeholders and systems, sometimes globally, and working within tight project and client timelines with resource constraints.
History of building successful senior-level business relationships and facilitating conversations at all levels, including the C-suite.
Willingness to work in a high-energy, fast-paced environment and collaborate with other divisions toward achieving strong results.
A commercial mindset and an understanding of selling moments.
Relevant industry experience in a B2B setting; familiarity with the typical challenges faced by premier clients in leading change.
A high degree of organization and proficiency in leveraging technology and internal systems.
Successful navigation of business systems and processes to obtain high client advocacy and business results.
Excellent verbal and written communication skills.
Strong social and storytelling abilities.
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:
Exempt
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 accommodationrequest@forrester.com .
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.
Benefits at a Glance (https://go.forrester.com/wp-content/uploads/2024/04/Forrester-2024-Benefits-at-a-Glance-US-locations-non-Cambridge.pdf)
Benefits at a Glance - Cambridge
At Forrester, we’re bold. We make big moves, transform businesses, and define the future. We’re the people who challenge, who innovate, who dare to discover. We’re a community of smart people and vibrant voices coming together to do what’s right by our clients and each other. Our success is driven by curiosity, courage, and customer obsession. Here you can be bold at work. Join us and build an extraordinary future.
With you, we’re not just bold. We’re bold, together.