Customer Success Manager II

About This Role:

As a member of Forrester’scustomersuccess organization, youare responsible forthe engagement value delivered to Forrester’s largest clients. The Customer Success ManagerIIwill orchestrate thecustomerjourney through proactive engagement strategies. You will guide Forrester’s clients to their desired outcomes, while drivinggreat valuein their partnership with Forrester. Monitoring the health of customer relationships, you will predict and navigate customer challenges and offer solutions that drive satisfaction, retention,andadditionalenrichment opportunities.

Job Description:

• Strengthen theclient’s relationship health post-sale bydeeply embedding in the accountsto drive high engagement. Serve as a client advocate driving strong renewal rates and higher enrichment by understanding the client’s business initiatives andmappingtoForrester’s portfolio of products and services. 

• Create, execute,and deliver a strong client engagement strategy, informed by theclientexecutive’s overall account strategy. This includes the execution of services provided to the client; formal and informal client check-ins; onboarding; partnership reviews;and the delivery of other value-added services based on the mutually agreed upon engagement plan with the client.

• Align with theclientexecutive on the account strategy.Meet regularly to discuss account health, value capture,andengagement levels and to share potential new enrichment opportunities. 

• Leverage supportofthecustomersuccessspecialist to ensure the largest impact on client engagement and value delivered while efficiently servicing the account.

• Orchestrate the quality andtimelydelivery of products or servicespurchasedby working with the relevant ecosystem partners in the product, research, and/or consulting organizations to ensure that client success measures aremetand value is maximized.

Job Requirements:

• Threetofive years of experience driving successful solution-oriented client engagement; handling difficult internal and external business challenges; and delivering exceptional client service resulting in high client retention.

• Experience inmanagingprojects withmultiple stakeholders and systems, sometimes globally, and working within tight project and client timelines with resource constraints.

• Experience in building successful senior-level business relationships andfacilitatingconversations at all levels, including the C-suite.

• The ability to work in a high-energy, fast-paced environment, collaborating with other divisions to achieve strong results.

• Relevant business experiencedemonstratinga commercial mindset and an understanding of selling moments.

• Relevant industry experience working in a B2B settingandafamiliaritywith the typical challenges faced byclients in leading change.

• Successful navigation of business processes.

• Ahigh degree of organization andproficiencyleveraginginternal systems.

• Successful navigation of business systems and processes to obtain high client advocacy and business results.

• Strong storytelling abilities,verbal and writtencommunication, andsocialinteractionsanda proficiencywith technology.

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.