Manager, Customer Success Services

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 Explore ForresterLife on 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 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 employers 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 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