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Client Engagement Manager II

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 plays a crucial role in ensuring the value delivered to our most significant clients.

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

By assessing 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 comprehensively understanding the client's business goals and aligning them with Forrester's offerings.
  • Develop, implement, and execute a robust client engagement strategy, guided by the overall account strategy.
  • Conduct formal and informal client check-ins, onboarding, partnership reviews, and deliver additional value-added services as per the mutually agreed engagement plan.
  • Collaborate with the client executive to discuss account health, value capture, engagement levels, and explore potential new enrichment opportunities.
  • Utilize the support of customer success specialists to maximize client engagement and value delivery 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, adeptly managing complex internal and external business challenges, and delivering exceptional client service that results in high retention rates.

Experience in managing projects with multiple stakeholders, 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 high-energy, fast-paced environment, collaborating across divisions to achieve outstanding results.

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

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

Strong organizational skills and proficiency in navigating internal systems to achieve high client advocacy and business outcomes.

Excellent verbal and written communication skills, along with strong social and storytelling abilities. Proficiency in technology is essential.