Job Description

At Forrester, were trusted to work on trailblazing, mission critical problems that business and technology leaders face today. Thats why were always looking to empower talented individuals to perform at their best every single day. Were proud of our community of smart people and vibrant voices who come together to do whats 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.
*Note:
Shift hours will be 5:30pm-2:30am IST (remote).
New hire on-boarding will be conducted in Forresters Delhi office for the first 5 weeks from 8.30am-5.30pm IST.
Person to be based in Delhi NCR only.
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.
:
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 Forresters 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 bachelors 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
Were a network of knowledge and experience leading to richer, fuller careers. Here, were always learning. Whether you want to hone your strengths or discover new ones, Forrester is the place to go for it. Its a place where everyone is given the tools, support, and runway they need to go far. Well be right there beside you, every step of the way.
Lets 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 Forresters recruitment process. If you would like to discuss a reasonable accommodation, please reach out to .
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By submitting your resume/CV, you consent to Forresters 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: Forresters 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. '