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About This Role:
As a member of Forrester’s customer success organization, the Customer Success Manager II handles the engagement value delivered to Forrester’s largest clients postsale. This role orchestrates the customer journey through proactive engagement strategies and guides Forrester’s clients to their desired outcomes while driving great value in their partnership with Forrester. By monitoring the health of customer relationships, this individual predicts and navigates customer challenges and offers solutions that drive satisfaction, retention, and additional enrichment opportunities, in partnership with sales and the wider Forrester ecosystem.
Job Description:
• Partner with C-level executives postsale. Serve as a main point of contact and client advocate to help drive strong renewal rates and higher enrichment by delivering significant, measurable value through the understanding of the client’s business initiatives and desired outcomes to map them to Forrester’s portfolio of products and services.
• Orchestrate the quality and timely delivery of products or services purchased through regular engagement, in order to align Forrester resources to the client initiative and outcomes. Work with relevant ecosystem partners in the product, research, and/or consulting organizations to ensure that client success measures are met and value is maximized.
• Strengthen the client’s relationship health. Deeply embed in the accounts to drive high engagement through regular interactions, development of engagement plans, contributing to the retention lifecycle activities such as business reviews, and capture of value. Identify, manage, and mitigate seatholder risk.
• Work with internal ecosystem to mitigate risk and identify growth opportunities.
• Team up with the client executives on the account strategy. Meet regularly to discuss account health, seatholder risk, value capture, and engagement levels and to share potential new growth opportunities.
• Contribute to projects within the customer success organization to help enhance value delivery to clients.
Job Requirements:
• Experience in building successful senior-level business relationships.
• Success in managing projects with multiple stakeholders and systems, sometimes globally, and working within tight project and client timelines with resource constraints.
• The ability to lead client discussions and capture client initiatives, business requirements, and facilitating conversations at all levels, including the C-suite.
• Bold mindset demonstrating effective prioritization, tenacity, collaboration, innovation, communication, and stakeholder management.
• Communication and collaboration with key stakeholders across the organization, including sales, IT, research, and service organizations.
• The ability to demonstrate customer obsession.
• Must be able to work in both Italian and English.
• Based either in our Paris or London offices, or remote in Milan area would be considered.
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.
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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.
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