Sr. Digital Engagement Manager

Forrester • Washington, DC

1d • $96,000 - $156,000

About The Position

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: We are looking for a customer success professional who can assist us in growing our existing account base in the US public sector market with experience at the Federal level preferred. As a member of Forrester’s digital customer success organization, the Senior Digital Engagement Manager is responsible for the value delivered to Forrester’s largest clients. The successful candidate will orchestrate the customer journey through proactive engagement strategies. This individual will onboard Forrester’s clients and ensure their adoption and ongoing engagement with digital products, while driving great value in their partnership with Forrester. Monitoring the health of customer relationships, this role will predict and navigate customer challenges, offering solutions that drive satisfaction, retention, and lead to additional enrichment opportunities.

Requirements

• Proven track record of more than seven years 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 in project management balancing the needs of multiple stakeholders and working to tight timelines with resource constraints.
• Proven track record working with government or defense clients.
• Excellent communication, leadership, and stakeholder management skills.
• Military service experience or deep familiarity with DoD culture
• Expertise in working in a high-energy, fast-paced environment and collaborating with other functions to achieve results as a high performing, interdependent team.
• Relevant business experience demonstrating a commercial mindset and an understanding of selling moments.
• Demonstrated a high degree of organization and proficiency leveraging internal systems.
• Willingness to travel up to 30% to client sites, including secure government facilities.
• US Citizenship is required as this role is working with a US Government client.

Responsibilities

• Strengthens the client relationship health postsale by deeply embedding themselves in their accounts to drive high engagement and serve as a client advocate which will drive strong renewal rates and generate additional enrichment opportunities.
• Creates and executes a hybrid digital engagement strategy, informed by mission needs. In addition to digital motions, this includes the execution of scaled onboarding, office hours, support webinars, on-site product demonstrations, and delivery of other value-added services (e.g., custom campaigns) — based on the mutually agreed upon engagement plan with the client.
• Monitors adoption and engagement metrics and ensure high client satisfaction.
• Aligns with client executives on the account strategy, and maintains regular contact to discuss account health, value capture, engagement levels, and to share potential new enrichment opportunities.
• Partners with other members of the digital customer success team to identify and improve opportunities for client engagement and value delivered.
• 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.
• Ensures compliance with federal regulations, including security and privacy standards.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed
• Number of Employees: 501-1,000 employees