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Forrester · 2 days ago

Sr. Digital Engagement Manager

Cambridge, MA

Full-time

Hybrid

Mid, Senior Level

$96K/yr - $156K/yr

7+ years exp

Forrester is a company that addresses critical business and technology challenges. They are seeking a Senior Digital Engagement Manager to grow their account base in the US public sector, focusing on client engagement and satisfaction through proactive strategies.

AdviceConsultingPeer to Peer

No H1B

U.S. Citizen Only

Responsibilities

Strengthens the client relationship health postsale by deeply embedding themselves in their accounts to drive high engagement and serve as a client advocate which will drive strong renewal rates and generate additional enrichment opportunities

Creates and executes a hybrid digital engagement strategy, informed by mission needs. In addition to digital motions, this includes the execution of scaled onboarding, office hours, support webinars, on-site product demonstrations, and delivery of other value-added services (e.g., custom campaigns) — based on the mutually agreed upon engagement plan with the client

Monitors adoption and engagement metrics and ensure high client satisfaction

Aligns with client executives on the account strategy, and maintains regular contact to discuss account health, value capture, engagement levels, and to share potential new enrichment opportunities

Partners with other members of the digital customer success team to identify and improve opportunities for client engagement and value delivered

Orchestrates the quality and timely delivery of products or services purchased by working with the relevant ecosystem partners in product, research, or consulting, to ensure the client success measures are met and value gained from Forrester is maximized

Ensures compliance with federal regulations, including security and privacy standards

Qualification

Client engagementGovernment experienceProject managementCommercial mindsetDoD familiarityDigital engagement strategyStakeholder managementCommunication skillsLeadership skillsOrganization skills

Required

Proven track record of more than seven years in a client-facing role, driving client engagement, handling difficult situations and challenges, and delivering exceptional client service (e.g., within a professional services organization)

Experience in project management balancing the needs of multiple stakeholders and working to tight timelines with resource constraints

Proven track record working with government or defense clients

Excellent communication, leadership, and stakeholder management skills

Expertise in working in a high-energy, fast-paced environment and collaborating with other functions to achieve results as a high performing, interdependent team

Relevant business experience demonstrating a commercial mindset and an understanding of selling moments

Demonstrated a high degree of organization and proficiency leveraging internal systems

Willingness to travel up to 30% to client sites, including secure government facilities

US Citizenship is required as this role is working with a US Government client