At a Glance
- Tasks: Support VIP clients with personalised experiences and high-touch engagement.
- Company: Join Forrester, a leader in tackling critical business and technology challenges.
- Benefits: Collaborative culture, professional growth, and opportunities to make an impact.
- Other info: Exciting career growth in a vibrant, inclusive environment.
- Why this job: Be part of a dynamic team that connects C-level clients with expert insights.
- Qualifications: Strong communication skills and a passion for client management.
The predicted salary is between 30000 - 40000 £ 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. The confidence and drive to be bold at work. Join us and build an extraordinary future.
The VIP Program Associate plays a crucial role in supporting the FD VIP tier by enabling personalized experiences for senior clients through collaboration with executive partners. This position involves high‑touch client engagement, program management, and fostering internal connectivity to maximize client value and program success. The role supports clients in the FD Tech Executive and Customer Experience services. The VIP tier of service connects C‑level clients with former practitioners (executive partners) to deliver the power of Forrester’s research combined with practical expertise to accelerate time to impact. The VIP Program Associate works directly with executive partners to ensure that their clients are receiving value and achieving their outcomes by leveraging the full breadth and depth of their Forrester relationship.
Job Description
- Client Engagement Support: Support onboarding VIP clients through the guidance kickoff process (join account kickoff meetings, prepare assets, attend call, take notes, and add initiatives/outcomes/recommended actions). Work with executive partners to ensure their clients get value from the entire spectrum of entitlements and make progress toward identified outcomes of key initiatives.
- Initiatives Dashboard: Maintain initiatives dashboard at the direction of the executive partner (EP).
- Executive Partner Guidance Sessions: Attend sessions when applicable to take notes, and assist with client delivery and follow‑up. Assist the EP to manage cases in Salesforce.
- VIP Strategy Sessions: Act as project manager for sessions including coordinating scoping, prep, delivery, and follow‑up. This includes Salesforce case maintenance, communication across stakeholders, tracking logistics, and asset development. Maintain repository of off‑the‑shelf session assets.
- Analyst Guidance Sessions: Assist the EP to initiate requests for guidance sessions, benchmarks, or other data. Assist with communication of context between stakeholders. Attend analyst sessions when applicable to take notes/assist with follow‑up.
- Access To Research: Assist the EP in identifying relevant reports, tools, and data that can benefit a VIP client’s initiatives.
- Internal Connectivity: Develop domain expertise to ask thoughtful questions and add perspective to conversations. Foster strong, collaborative relationships with the internal Forrester ecosystem to support clients’ outcomes (research, customer success, sales, consulting, and events). Use internal relationships to deeply understand the delivery model and identify factors that drive successful engagements. Use these to identify what “great” looks like as a model and try to replicate it with others.
- Account Health: Assist EPs with designing and implementing client reengagement strategies. Analyze past readership, inquiries/guidance sessions, and/or advisory for “topics” that may resonate for proactive outreach; conduct desk research on organization challenges, recent events, etc., to inform plan; and connect with account team to understand overall health.
- Program Management: Maintain EP-client alignment. Monitor primary attribute and entitlements and flag issues to CS when necessary. Reinforce and support logging of EP guidance sessions.
- Program Health: Partner with team leads to build and maintain a consistent, repeatable approach for identifying “low‑engagement” clients and those “slipping” as well as proactively flag them to EPs and account teams. Support team lead and senior manager with regular monthly program reporting and circulation. Partner with team lead and senior manager to support events. Drive summit attendance and curated agendas. Manage VIP client communication calendar. Assist EPs with summit logistics and delivery onsite. Facilitate peer‑to‑peer connections and communication about peer discussions.
- Program Communications: Curate biweekly newsletter for VIP clients that details upcoming research, peer discussions, webinars, recently published reports, and ongoing research initiatives. Maintain a closed‑loop feedback process with the research team. Share client feedback on research (e.g., potential gaps, inconsistency) and facilitate interview/contribution. Build and maintain SharePoint folders for the VIP program including a library of reusable assets for onboarding, EP guidance sessions, and strategy sessions.
Job Requirements:
- BA/BS degree with a strong academic record; two to three years in a professional client‑facing role preferred.
- The ability and willingness to actively engage with senior colleagues, such as executive partners, and C‑level clients.
- Strong communication and presentations skills.
- Interest in client or account management.
- Extremely professional presence.
- Highly collaborative and eager to build strong partnerships across functional teams.
- Strong time and project management skills.
- Demonstrates creative problem‑solving and intellectual curiosity.
- Proactive and self‑directive.
Equal Employment Opportunity: 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.
Data Protection: The information provided by you in this application will be used for the purposes of recruitment and, for successful applicants only, for personnel administration and management purposes and to comply with the employer’s obligations regarding the retention of employee records. If your application is unsuccessful, Forrester Research, Inc., its subsidiaries, affiliates, and/or service providers (collectively “Forrester”) will retain your personal information on secure file solely to consider you for future recruitment opportunities. By submitting your resume/CV, you consent to Forrester’s retention of the information provided on a secure file for personnel administration and management purposes and/or in order to consider you for future employment opportunities and to the transfer of the information provided to: Forrester’s offices in the US and other countries outside the European Economic Area; and Service providers engaged by Forrester for the purposes of processing applications for employment who may be located outside the European Economic Area.
VIP Program Associate in London employer: Forrester
Forrester is an exceptional employer that fosters a vibrant work culture where curiosity, courage, and customer obsession drive success. As a VIP Program Associate, you will have the opportunity to engage with senior clients and executive partners, enhancing your professional growth while contributing to meaningful client outcomes. With a commitment to collaboration and innovation, Forrester provides a supportive environment that empowers employees to excel and build an extraordinary future.
StudySmarter Expert Advice🤫
We think this is how you could land VIP Program Associate in London
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Forrester. 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 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 VIP Program Associate in London
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:Your cover letter is your chance to shine! Tell us why you want to work at Forrester 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!
How to prepare for a job interview at Forrester
✨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.
