Sr. Digital Engagement Manager

Forrester Research, Inc.•Cambridge, MA

70d

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. Job Description: 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.

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.
This position may require the candidate to be eligible for a U.S. Government Top Secret security clearance with eligibility for access to sensitive information. Candidates must either currently hold an active Top Secret clearance or be able to obtain and maintain one in accordance with U.S. government security requirements. Candidates will be subject to a comprehensive background investigation conducted by the US government. Current US government criteria requires US citizenship for Top Secret security clearance.

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.

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