Director, Customer Success Operations
Forrester Research, Inc. | |
United States, Massachusetts, Cambridge | |
60 Acorn Park Drive (Show on map) | |
Sep 27, 2024 | |
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: The Director of Customer Success Operations is responsible for managing aspects of the organization's strategy and operations as we transform to a customer-obsessed engagement model. The customer success function focuses on ensuring customers receive maximum value from the products or solutions they purchased. We believe that our obsession with ensuring our customers receive value, and progress their business objectives, will lead to positive retention, growth, and advocacy outcomes for Forrester. This individual leads short and long-term strategies to ensure the customer success function is operating as efficiently and effectively as possible. As we evolve our client journeys in our customer-obsessed product architecture, our customer success function must evolve in parallel. The ideal candidate has proven track record of leading or building a high-performing customer success operations function to deliver superior results in both the retention and engagement of Forrester's customer base, contributing significantly to Forrester's overall top-line growth. This individual will design an efficient and integrated operation through the development and design of new processes, behaviors, and activities that allow our clients to experience the full value of Forrester's products and services. Job Description: In alignment with strategic initiatives, ideate, prioritize, and lead transformation projects that will help change ways of working for the customer success team to grow client value, engagement, retention and growth.
Job Requirements:
#LI-DNP #LI-DNI We're a network of knowledge and experience leading to richer, fuller careers. Here, we're always learning. Whether you want to hone your strengths or discover new ones, Forrester is the place to go for it. It's a place where everyone is given the tools, support, and runway they need to go far. We'll be right there beside you, every step of the way. Let's be bold, together. Explore #ForresterLife on: Glassdoor FLSA Status: ExemptHere at Forrester, we welcome people from all backgrounds and perspectives. Our aim is for all candidates to be able to fully participate in Forrester's recruitment process. If you would like to discuss a reasonable accommodation, please reach out to accommodationrequest@forrester.com. Forrester Research, Inc. is an Equal Opportunity/Affirmative Action Employer that is committed to equal employment opportunity for all qualified individuals without regard to race, color, religion, national origin, ancestry, sex, age, disability, sexual orientation, gender identity and expression, marital status, genetic information, military service, veteran status, or any other status protected by applicable law. Minorities, Women, Individuals with Disabilities, and Veterans are especially encouraged to apply. Benefits at a Glance Benefits at a Glance - Cambridge |