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.
*This role will begin as remote work from home, and over time will shift to in-office, Monday-Friday.
Shift hours will be 4:30pm-1:30am.
New hire on-boarding will be conducted in Forrester’s Delhi office for the first 5 weeks.
About This Role:
The Manager, Customer Success Services (CSS) oversees a team of customer success specialists. This position is based in New Delhi, providing inquiry, briefing, and client support to Forrester clients. The Manager, CSS must ensure each team member delivers an excellent client experience and maximises the working relationship with their account teams and other internal partners. The CSS Manager collaborates with the global customer success, sales, and consulting teams to promote client engagement. The CSS Manager must proactively observe, mentor, and coach daily to build team members’ skills and improve productivity.
Job Description:
Lead a team of customer success specialists to drive client engagement.
Work with global leadership teams to support client engagement, satisfaction, and growth.
Collaborate closely with peers on the customer success services management team to share best practices and ensure standardized training, capabilities, and goals.
Define personal growth goals for individual team members and work with Forrester resources (employee experience, training, etc.) to help team members achieve individual goals.
Utilize Forrester’s support systems, tools, and technologies to track client and support activities.
Hire and develop talent for future growth within Forrester
Track/monitor key performance indicators (KPIs) and hold team members accountable for results through regular feedback and coaching
Collaborate with leaders of other departments to achieve shared goals.
Job Requirements:
A bachelor’s degree required
Experience in first-line management
Proven experience of managing a large support function
A strong track record of management in a customer success services environment, with a focus on people and team development
Strong high-level relationship skills
Demonstrated success in designing and implementing service initiatives
A strong understanding and knowledge of Global cultures and diversity
The ability to thrive in a team-servicing environment
Coaching and mentoring skills
The ability to absorb and grasp new concepts quickly
Demonstrate problem-solving and management skills
Excellent written and spoken English skills
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.
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Here 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.
Data Protection
The information provided by you in this application will be used for the purposes of recruitment and, for successful applicants only, for personnel administration and management purposes and to comply with the employer’s obligations regarding the retention of employee records. If your application is unsuccessful, Forrester Research, Inc., its subsidiaries, affiliates, and/or service providers (collectively “Forrester”) will retain your personal information on secure file solely to consider you for future recruitment opportunities.
By submitting your resume/CV, you consent to Forrester’s retention of the information provided on a secure file for personnel administration and management purposes and/or in order to consider you for future employment opportunities and to the transfer of the information provided to: Forrester’s offices in the US and other countries outside the European Economic Area; and Service providers engaged by Forrester for the purposes of processing applications for employment who may be located outside the European Economic Area.
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