• Associate Customer Success Manager

    Job Location(s) UK-London | FR-Paris
    Job Category
    Customer Success
  • 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:

    As a member of Forrester’s Customer Success organization, you are responsible for the value delivered to Forrester’s largest clients. You will guide Forrester’s user clients to their desired outcomes, while driving great value in their partnership with Forrester.

     

    Responsibilities

    • Strengthens the client relationship health post-sale by understanding the client business initiatives and mapping to Forrester’s products and services, to drive high engagement, strong renewal rates & higher wallet share, & lead to additional enrichment opportunities.
    • Creates & executes client engagement strategy, informed by Sales Representative's overall account strategy. The first step in this process is delivering an impactful web demo and ensuring that appropriate alerts have been set up. During formal Success Plan delivery and informal check ins the ACSM will drive readership, appropriate use of Inquiry, Webinars, Event tickets and Service Units for all seat holders (as applicable).
    • Contributes to the onboarding, partnership reviews and renewal decks developed and delivered by the Sales Rep.
    • Aligns with the sales representatives on the account strategy & maintains regular contact to discuss account health, value capture, engagement levels and opportunities captured.
    • Orchestrates the quality and timely delivery of products or services purchased by working with the relevant ecosystem partners in Product, Research, or Consulting, to ensure the client success measures are met and value gained from Forrester is maximized.

    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.
    • Experience balancing the needs of multiple stakeholders and working to tight timelines with resource constraints (1-2 years). 
    • Working in a high energy, fast paced environment and collaborating with other functions to achieve results as a high performing, inter-dependent team.
    • Successful navigation of business processes
    • Demonstrated a high degree of organization and proficiency leveraging internal systems.
    • Fluent French language skills are desirable.

     

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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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