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Premier Client Relationship Manager

2 months ago

Oklahoma City, Oklahoma, United States Forrester Full time
About the Role:

As a vital member of Forrester's customer success team, the Customer Success Manager is accountable for delivering exceptional engagement value to our most significant clients.

The ideal candidate will navigate the customer journey through proactive engagement strategies, guiding Forrester's top-tier clients towards their desired outcomes while maximizing the value of their partnership with us.

By closely monitoring the health of customer relationships, this individual will anticipate and address customer challenges, providing solutions that enhance satisfaction, retention, and opportunities for further enrichment.


Key Responsibilities:
  • Enhance the relationship health of premier clients post-sale by deeply integrating into their accounts to foster high engagement.
  • Act as a client advocate to drive strong renewal rates and increased enrichment by understanding the client's business objectives and aligning them with Forrester's offerings.
  • Develop, implement, and execute a robust client engagement strategy, informed by the overall account strategy.
  • Conduct formal and informal client check-ins, onboarding, partnership reviews, and deliver other value-added services as per the mutually agreed engagement plan.
  • Collaborate with the client executive on account strategy by regularly discussing account health, value capture, engagement levels, and potential new enrichment opportunities.
  • Utilize the support of customer success specialists to maximize client engagement and value delivered while efficiently managing the account.
  • Ensure the timely and quality delivery of products or services purchased by coordinating with relevant partners in product, research, and consulting to meet client success metrics and maximize value.

Qualifications:

Three to five years of experience in fostering successful solution-oriented client engagement, managing complex internal and external business challenges, and delivering outstanding client service resulting in high retention rates.

Experience in overseeing projects with multiple stakeholders and systems, often on a global scale, while adhering to tight timelines and resource constraints.

Proven ability to build successful senior-level business relationships and facilitate discussions at all organizational levels, including the C-suite.

Ability to thrive in a dynamic, fast-paced environment, collaborating across divisions to achieve exceptional results.

Relevant business experience demonstrating a commercial mindset and understanding of key selling moments.

Industry experience in a B2B context, with familiarity regarding the typical challenges faced by premier clients in leading change.

Proficient in navigating business processes to achieve high client advocacy and business outcomes.

Excellent verbal and written communication skills, with strong social and storytelling capabilities.

Proficiency in technology and a high degree of organizational skills.