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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.
About This Role:
As a member of Forrester’s customer success organization, the Customer Success Manager handles the engagement value delivered to Forrester’s largest clients, post-sale. 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 offer solutions that drive satisfaction, retention, and additional enrichment opportunities, in partnership with sales and the wider Forrester ecosystem.
Job Description:
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Partner with C-level executives post-sale. 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.
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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 EBRs, and creation of value scorecards. Identify, manage, and mitigate seatholder risk.
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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 enrichment opportunities.
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Orchestrate the quality and timely delivery of products or services purchased. 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.
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Work with internal ecosystem to mitigate risk and identify growth opportunities.
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Contribute to projects within the customer success organization to help enhance value delivery to clients.
Job Requirements:
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Success in managing projects with multiple stakeholders and systems, sometimes globally, and working within tight project and client timelines with resource constraints.
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Experience in building successful senior-level business relationships.
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The ability to lead client discussions and capture client initiatives, business requirements, and facilitating conversations at all levels, including the C-suite.
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Bold mindset demonstrating effective prioritization, tenacity, collaboration, innovation, communication, and stakeholder management.
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Communication and collaboration with key stakeholders across the organization, including sales, IT, research, and service organizations.
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Customer obsession.
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Ability to work and reside in Singapore independently.
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 [email protected].
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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.
