Customer Success Manager II
Customer Success Manager II
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Job Description
At Forrester were trusted to work on trailblazing mission critical problems that business and technology leaders face today. Thats why were always looking to empower talented individuals to perform at their best every single day. Were proud of our community of smart people and vibrant voices who come together to do whats 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 Forresters customer success organization the Customer Success Manager is responsible for the engagement value delivered to Forresters largest 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 clients relationship health postsale 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 clients business initiatives and mapping to Forresters portfolio of products and services.
Create execute and deliver a strong client engagement strategy informed by the client executives overall account strategy. This includes the of services provided to the client formal and informal client checkins onboarding partnership reviews and the delivery of other valueadded 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 solutionoriented 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 seniorlevel business relationships and facilitating conversations at all levels including the Csuite.
The ability to work in a highenergy fastpaced environment and collaborate with other divisions to achieve strong 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.
A high degree of organization and proficiency in leveraging internal systems.
Successful navigation of business systems and processes to obtain high client advocacy and business results.
Strong storytelling verbal and written communication and social skills.
Technology proficiency.
Were a network of knowledge and experience leading to richer fuller careers. Here were always learning. Whether you want to hone your strengths or discover new ones Forrester is the place to go for it. Its a place where everyone is given the tools support and runway they need to go far. Well be right there beside you every step of the way.
Lets be bold together.
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Here at Forrester we welcome people from all backgrounds and perspectives. Our aim is for all candidates to be able to fully participate in Forresters recruitment process. If you would like to discuss a reasonable accommodation please reach out to.
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 employers 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 Forresters 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: Forresters 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.
Required Experience:
Manager
Employment Type
Full Time
