VP, Executive Partner

Forrester•Washington, DC

3d•$180,000 - $339,000•Remote

About The Position

Forrester Research is seeking an Executive Partner to work with executives in customer experience and digital leadership roles who are responsible for driving strategies that put customers at the center of their organization’s leadership, strategy, and operations to maximize growth. Forrester’s VIP service tier meets the unique needs of clients that drive or influence customer experience, marketing and digital business, who are typically the most senior leaders focused on delivering exceptional customer experiences at $1B-plus organizations. These clients have overall responsibility for leading the shift to customer obsession, defining a customer experience that aligns with the brand promise, and establishing the customer-centric strategy and operating model to deliver business outcomes both today and into the future. The CX Executive Partner is responsible for developing and maintaining strong relationships with clients. This individual will serve as a strategic business advisor to our top clients by challenging their thinking, coaching them, and providing actionable feedback on their activities and deliverables. The CX Executive Partner also supports new business development both within existing client relationships and for new accounts. This position reports to the vice president and VIP team lead for customer experience executives. The CX Executive Partner is accountable for client value delivery, satisfaction, retention, ongoing engagement, and new business growth. They must possess executive-level experience, strong presence, and a strategic mindset to challenge clients’ thinking and help actualize change.

Requirements

At least 15-plus years’ proven experience in senior CX and/or digital or consumer marketing leadership roles directly responsible for customer experience (as a CXO or direct report to a C-level executive).
Client service experience with executives at large multinational organizations.
Intimate familiarity with CX and digital best practices and the challenges facing these professionals across multiple industries (financial services and healthcare a plus).
Experience in working successfully across functions (e.g., marketing, digital, CX, product) to operationalize customer-obsessed practices that drive growth.
A professional presence with the ability to create positive impressions with C-suite executives through all channels of communication.
Strong collaboration, partnering, and influencing skills — getting the most and best out of collaborative relationships; keeping people informed; as well as influencing and partnering to ensure success.
Embody Forrester’s values of client, collaboration, courage, integrity, and quality.
Superior presentation skills.

Responsibilities

Serve as a strategic business advisor to VIP leader clients by advising them, pushing their thinking, coaching them, and providing actionable feedback on their activities and deliverables.
Actively engage clients to understand their key initiatives and help realize defined business outcomes.
Build and maintain client engagement plans that enable the ongoing delivery of client value.
Work with account executives and customer success teams to ensure seamless, professional, and proactive account management experience that delivers high impact research and guidance.
Directly contributes to Forrester’s business goals, including client satisfaction and retention, account enrichment and new bookings (within accounts as well as for new accounts).
Build strong connections with other Forrester functions, including other research teams, consulting, and data analytics, engaging and representing all the strategic resources Forrester brings to bear with clients.
Provide support to Forrester’s sales organization, including participation in proof-of-concept calls with prospective clients.
Actively participate in research ideation and content planning as a thought partner and collaborator to research teams, especially to represent the most pressing priorities of CX and digital executives.