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 II handles the engagement value delivered to Forresters largest clients postsale. This role orchestrates the customer journey through proactive engagement strategies and guides Forresters clients to their desired outcomes while driving great value in their partnership with Forrester. By monitoring the health of customer relationships this individual predicts and navigates customer challenges and offers solutions that drive satisfaction retention and additional enrichment opportunities in partnership with sales and the wider Forrester ecosystem.
Job Description:
Partner with Clevel executives postsale. Serve as a main point of contact and client advocate to help drive strong renewal rates and higher enrichment by delivering significant measurable value through the understanding of the clients business initiatives and desired outcomes to map them to Forresters portfolio of products and services.
Orchestrate the quality and timely delivery of products or services purchased through regular engagement in order to align Forrester resources to the client initiative and outcomes. Work with relevant ecosystem partners in the product research and/or consulting organizations to ensure that client success measures are met and value is maximized.
Strengthen the clients relationship health. Deeply embed in the accounts to drive high engagement through regular interactions development of engagement plans contributing to the retention lifecycle activities such as business reviews and capture of value. Identify manage and mitigate seatholder risk.
Work with internal ecosystem to mitigate risk and identify growth opportunities.
Team up with the client executives on the account strategy. Meet regularly to discuss account health seatholder risk value capture and engagement levels and to share potential new growth opportunities.
Contribute to projects within the customer success organization to help enhance value delivery to clients.
Job Requirements:
Experience in building successful seniorlevel business relationships.
Success in managing projects with multiple stakeholders and systems sometimes globally and working within tight project and client timelines with resource constraints.
The ability to lead client discussions and capture client initiatives business requirements and facilitating conversations at all levels including the Csuite.
Bold mindset demonstrating effective prioritization tenacity collaboration innovation communication and stakeholder management.
Communication and collaboration with key stakeholders across the organization including sales IT research and service organizations.
The ability to demonstrate customer obsession.
Must be able to work in both Italian and English.
Based either in our Paris or London offices or remote in Milan area would be considered.
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
