At a Glance
- Tasks: Drive client success and engagement for Forrester's premier clients through proactive strategies.
- Company: Join Forrester, a leader in tackling critical business and technology challenges.
- Benefits: Enjoy competitive salary, professional growth, and a supportive work environment.
- Other info: Be part of a vibrant community that values curiosity and collaboration.
- Why this job: Make a real impact by helping clients achieve their goals and drive satisfaction.
- Qualifications: 5-8 years in client-facing roles with strong project management 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 value delivered to Forrester’s largest clients. As a Customer Success Manager, you will orchestrate the customer journey through proactive engagement strategies. You will guide Forrester’s premier user 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, offering solutions that drive satisfaction, retention and lead to additional enrichment opportunities.
Job Description:
- Strengthens the premier client relationship health post-sale by deeply embedding themselves in their accounts to drive high engagement and serve as a client advocate which will drive strong renewal rates and higher wallet share, and generate additional enrichment opportunities.
- Creates and executes a premier client engagement strategy, informed by the Client Executive’s overall account strategy. This includes the execution of inquiry, briefings, and advisory services, formal and informal check-ins, on-boarding, partnership reviews, and delivery of other value added services e.g., research, client activity/usage reports, custom campaigns - based on the mutually agreed upon engagement plan with the client.
- Aligns with Client Executives on the account strategy, and maintains regular contact to discuss premier account health, value capture, engagement levels, and to share potential new enrichment opportunities.
- Leverages the support of the Customer Success Specialist to ensure largest impact on client engagement and value delivered while efficiently servicing the account.
- 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:
- Proven track record in a client-facing role, driving client engagement, handling difficult situations and challenges, and delivering exceptional client service e.g., within a professional services organization (5-8 years).
- Experience in project management balancing the needs of multiple stakeholders and working to tight timelines with resource constraints (3-5 years).
- Experience of successfully building senior level business relationships and facilitating conversations at all levels, including the C-suite.
- Working in a high energy, fast paced environment and collaborating with other functions to achieve results as a high performing, inter-dependent team.
- Relevant business experience demonstrating a commercial mind-set and an understanding of selling moments.
- Relevant industry experience working B2B and familiar with the typical challenges faced by premier clients in leading change and implementing new initiatives.
- Successful navigation of business processes.
- Demonstrated a high degree of organization and proficiency leveraging internal systems.
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. Let’s be bold, together.
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 III in Cambridge employer: Forrester Research
Forrester is an exceptional employer that fosters a vibrant work culture where curiosity, courage, and customer obsession drive success. Located in Cambridge, MA, we offer our employees ample opportunities for growth and development, ensuring they have the tools and support needed to excel in their careers. Join us to be part of a community that values collaboration and innovation, while making a meaningful impact on our clients' journeys.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Success Manager III 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 III 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.
