At a Glance
- Tasks: Engage with clients to ensure their success and satisfaction with Forrester's services.
- Company: Join a vibrant team at Forrester, tackling critical business challenges.
- Benefits: Competitive salary, career growth, and a supportive learning environment.
- Other info: Dynamic workplace with opportunities for professional development and AI adoption.
- Why this job: Make a real impact by helping clients achieve their goals and drive value.
- Qualifications: 3-5 years in client engagement and project management, with strong communication skills.
The predicted salary is between 49500 - 60500 £ per year.
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.
As a member of Forrester’s customer success organization, you are responsible for the engagement value delivered to Forrester’s largest clients. The Customer Success Manager II will orchestrate the customer journey through proactive engagement strategies. You will guide Forrester’s clients to their desired outcomes, while driving great value in their partnership with Forrester. Monitoring the health of customer relationships, you will predict and navigate customer challenges and offer solutions that drive satisfaction, retention, and additional enrichment opportunities.
Job Description:
- Strengthen the client’s relationship health post-sale by deeply embedding in the accounts to drive high engagement.
- Serve as a client advocate driving strong renewal rates and higher enrichment by understanding 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 client executive’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 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:
- Three to five 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 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 senior-level business relationships and facilitating conversations 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 experience demonstrating a commercial mindset and an understanding of selling moments.
- Relevant industry experience working in a B2B setting and a familiarity with the typical challenges faced by clients in leading change.
- Successful navigation of business processes.
- A high degree of organization and proficiency leveraging internal systems.
- Strong storytelling abilities, verbal and written communication, and social interactions and a proficiency with technology.
- Demonstrates comfort with AI tools and proactively drives AI adoption with customers to enhance value realization.
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 Employment Opportunity Employer. As a federal contractor, Forrester encourages veterans and individuals with disabilities to apply for employment.
Customer Success Manager II in Cambridge employer: Forrester Research
At Forrester, we pride ourselves on fostering a dynamic work culture that champions curiosity, courage, and customer obsession. As a Customer Success Manager II in Cambridge, you'll be part of a vibrant community dedicated to empowering each other and our clients, with ample opportunities for professional growth and development. Our commitment to employee well-being is reflected in our supportive environment, where you can thrive and make a meaningful impact while enjoying competitive benefits and a collaborative atmosphere.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Success Manager II in Cambridge
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Forrester Research. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Forrester Research before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Customer Success Manager II in Cambridge
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Forrester Research:Your cover letter is your chance to shine! Tell us why you want to work at Forrester Research specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Forrester Research!
How to prepare for a job interview at Forrester Research
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
