Customer Success Manager II

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 you are responsible for the value delivered to Forresters largest clients. You will guide Forresters 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 Forresters 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 Representatives 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.

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