Customer Success, Team Lead

SG-Singapore
Job Category
Sales

Overview

Fuel your intellectual curiosity and professional growth. Forrester is an idea company, where smart, motivated, curious people bring a diversity of opinions and the courage of their convictions to collaborate on ideas that change the course of business. Most of all, bring a point of view; here, every voice has value. At Forrester, you’ll work with innovative clients at emerging and established brands; these are the business and technology leaders we inspire and who inspire us. The Forrester experience is built on a singular, powerful purpose: to challenge thinking and lead change.

 

About This Role:

The Team Lead, Customer Success manages a team of two to three customer success professionals focused on delivering value to Forrester’s largest user accounts by orchestrating customer journeys, driving engagement strategies, and managing the health and retention of these clients. The Team Lead balances the requirements of their own book of business while guiding others.

Responsibilities

  • Manages, leads, mentors, and trains a team of two to three customer success managers, providing real-time, detailed guidance and feedback.
  • Takes a disciplined approach to process and operations through high levels of direct observation, inspection, and analytics to maintain internal and external SLAs and is accountable for metrics and KPIs.
  • Understands Forrester’s sales process and utilizes Forrester’s sales support systems and sales methodologies to execute on account engagement plans and collaborate with customer engagement partners.
  • Acts as a role model and leader within the customer success organization. Promotes a can-do culture and positive environment, advises customer success managers on account engagement strategy, answers questions, and provides assistance when necessary.
  • Maintains full fluency in Forrester’s suite of products and services and how they are sold to deliver customer value in the marketplace.
  • Reports progress and areas for growth to the customer success leadership team.
  • Develops team members for current and future growth opportunities.

Qualifications

  • 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 (eight to 10-plus years). Internal candidates must be in a senior customer success manager role to be eligible to apply.
  • Experience serving as a successful mentor to other team members.
  • Direct or indirect sales fluency and understanding of what drives sales organizations and how sales organizations are measured.
  • Strong business acumen and professional demeanor; leads by example.
  • Strong, high-level relationship skills. Able to thrive in a team environment, interact with peers, and understand executive vision and the internal Forrester ecosystem.
  • Exceptional attention to detail. Strong discipline with processes and operations.
  • Experience providing guidance and feedback to build a high-performance culture through the development of the individuals that they mentor.
  • The ability to absorb and grasp new concepts quickly (such as rapid advancements in the business technology industry) and enable others based upon the understanding.
  • Agile with a demonstrated ability to manage through ambiguity and coach team members through change. 

 

 

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Forrester Research is an equal opportunity employer and is committed to providing a work environment that is free from all forms of discrimination, including sexual harassment.

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.

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