At a Glance
- Tasks: Engage with clients to enhance relationships and drive satisfaction through proactive strategies.
- Company: Forrester, a leader in customer success with a diverse and inclusive culture.
- Benefits: Competitive salary, professional development, and opportunities for career growth.
- Other info: Fast-paced environment with opportunities to collaborate across divisions.
- Why this job: Make a real impact by helping clients achieve their goals and maximise value.
- Qualifications: Experience in client engagement, project management, and strong communication skills.
The predicted salary is between 50000 - 65000 £ per year.
As a member of Forrester’s customer success organization, the Customer Success Manager will be responsible for the engagement value delivered to Forrester’s largest clients. The successful candidate will orchestrate the customer journey through proactive engagement strategies and guide clients to their desired outcomes, while driving great value in their partnership with Forrester. By monitoring the health of customer relationships, this individual will also predict and navigate through 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 and drive 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 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 client success measures are met and value is maximized.
Job Requirements
- Experience in 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.
- Successful navigation of business systems and processes to obtain high client advocacy and business results.
- Ability to work in a high‑energy, fast‑paced environment and collaborate with other divisions to achieve strong results.
- Relevant business experience demonstrating a commercial mindset and an understanding of selling moments.
- Relevant industry experience in working in a B2B setting and a familiarity with the typical challenges faced by clients in leading change.
- A high degree of organization and proficiency in leveraging internal systems.
- Strong storytelling, verbal and written communication, and social skills.
- Technology proficiency.
- French fluency is preferable.
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 us.
Customer Success Manager II (French Speaking) in London employer: Forrester UK
Forrester is an exceptional employer that prioritises employee growth and engagement, particularly in the role of Customer Success Manager II. With a vibrant work culture that fosters collaboration and innovation, employees are encouraged to develop their skills while making a meaningful impact on client relationships. Located in a dynamic environment, Forrester offers unique opportunities for professional advancement and a commitment to diversity and inclusion, ensuring that every team member feels valued and empowered.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Success Manager II (French Speaking) in London
✨Tip Number 1
Network like a pro! Reach out to current employees at Forrester or in similar roles on LinkedIn. A friendly chat can give you insider info and might even lead to a referral, which is always a bonus!
✨Tip Number 2
Prepare for the interview by researching Forrester’s values and recent projects. Tailor your answers to show how your experience aligns with their mission. We want to see that you’re not just a fit for the role, but also for the company culture!
✨Tip Number 3
Practice your storytelling skills! Be ready to share specific examples of how you've driven client engagement and tackled challenges in past roles. This will help us see your problem-solving abilities in action.
✨Tip Number 4
Don’t forget to follow up after your interview! A quick thank-you email reiterating your enthusiasm for the role can leave a lasting impression. Plus, it shows that you’re proactive and genuinely interested in joining the team!
We think you need these skills to ace Customer Success Manager II (French Speaking) in London
Some tips for your application 🫡
Tailor Your Application:Make sure to customise your CV and cover letter for the Customer Success Manager role. Highlight your experience in client engagement and how you've driven successful outcomes in previous roles. We want to see how you can bring value to our team!
Showcase Your Communication Skills:Since this role involves a lot of interaction with clients, it's crucial to demonstrate your strong verbal and written communication skills. Use clear and concise language in your application to reflect your ability to convey complex ideas simply.
Highlight Relevant Experience:Focus on your past experiences that align with the job requirements. If you've managed projects with multiple stakeholders or navigated challenging client situations, make sure to include those examples. We love seeing how you've tackled similar challenges!
Apply Through Our Website:We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it shows your enthusiasm for joining our team at StudySmarter!
How to prepare for a job interview at Forrester UK
✨Know Your Client Engagement Strategies
Before the interview, brush up on various client engagement strategies. Be ready to discuss how you would strengthen client relationships and drive high engagement, as this is crucial for the role. Think of specific examples from your past experiences where you successfully navigated challenges and delivered exceptional client service.
✨Showcase Your Project Management Skills
Prepare to talk about your experience managing projects with multiple stakeholders. Highlight any instances where you worked under tight timelines or resource constraints. This will demonstrate your ability to handle complex situations, which is key for a Customer Success Manager.
✨Build Rapport with the Interviewers
During the interview, focus on building a connection with your interviewers. Use your storytelling skills to share relevant experiences that showcase your ability to facilitate conversations at all levels, including senior executives. This will help them see you as a potential advocate for their clients.
✨Demonstrate Your Commercial Mindset
Be prepared to discuss how you understand the business initiatives of clients and how you can map those to the company's offerings. Show that you have a commercial mindset by discussing how you've identified enrichment opportunities in previous roles, which aligns perfectly with the expectations for this position.
