Job Description
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 VIP Program Associate plays a crucial role in supporting the FD VIP tier by enabling personalized experiences for senior clients through collaboration with executive partners. This position involves high-touch client engagement, program management, and fostering internal connectivity to maximize client value and program success. The position is dedicated to supporting clients in the FD Tech Executive and Customer Experience services. The VIP tier of service connects C-level clients with former practitioners (executive partners) to deliver the power of Forrester’s research combined with practical expertise to accelerate time to impact. The VIP Program Associate works directly with executive partners to ensure that their clients are receiving value and achieving their outcomes by leveraging the full breadth and depth of their Forrester relationship.
Job Description:
Client Engagement Support
- Support onboarding VIP clients through the guidance kickoff process (join account kickoff meetings, prepare assets, attend call, take notes, and add initiatives/outcomes/recommended actions).
- Work with executive partners to ensure their clients get value from the entire spectrum of entitlements and make progress toward identified outcomes of key initiatives.
Initiatives Dashboard
- Maintain initiatives dashboard at the direction of the executive partner (EP).
Executive Partner Guidance Sessions
- Attend sessions for when applicable to take notes, and assist with client delivery and follow-up.
- Assist the EP to manage cases in Salesforce.
VIP Strategy Sessions
- Act as project manager for sessions including coordinating scoping, prep, delivery, and follow-up. This includes Salesforce case maintenance, communication across stakeholders, tracking logistics, and asset development.
- Maintain repository of off-the-shelf session assets.
Analyst Guidance Sessions
- Assist the EP to initiate requests for guidance sessions, benchmarks, or other data.
- Assist with communication of context between stakeholders.
- Attend analyst sessions when applicable to take notes/assist with follow-up.
Access To Research
- Assist the EP in identifying relevant reports, tools, and data that can benefit a VIP client’s initiatives.
Internal Connectivity
- Develop domain expertise to ask thoughtful questions and add perspective to conversations.
- Foster strong, collaborative relationships with the internal Forrester ecosystem to support clients’ outcomes (research, customer success, sales, consulting, and events).
- Use internal relationships to deeply understand the delivery model and identify factors that drive successful engagements. Use these to identify what “great” looks like as a model and try to replicate it with others.
Account Health
- Assist EPs with designing and implementing client reengagement strategies. Analyze past readership, inquiries/guidance sessions, and/or advisory for “topics” that may resonate for proactive outreach; conduct desk research on organization challenges, recent events, etc., to inform plan; and connect with account team to understand overall health.
Program Management
- Salesforce Maintenance
- Maintain EP-client alignment.
- Monitor primary attribute and entitlements and flag issues to CS when necessary.
- Reinforce and support logging of EP guidance sessions.
- Program Health
- Partner with team leads to build and maintain a consistent, repeatable approach for identifying “low-engagement” clients and those “slipping” as well as proactively flagging them to EPs and account teams.
- Support team lead and senior manager with regular monthly program reporting and circulation.
- Partner with team lead and senior manager to support events.
- Drive summit attendance and curated agendas.
- Manage VIP client communication calendar.
- Assist EPs with summit logistics and delivery onsite.
- Facilitate peer-to-peer connections and communication about peer discussions.
- Program Communications
- Curate biweekly newsletter for VIP clients that details upcoming research, peer discussions, webinars, recently published reports, and ongoing research initiatives.
- Maintain a closed-loop feedback process with the research team. Share client feedback on research (e.g., potential gaps, inconsistency) and facilitate interview/contribution.
- Build and maintain SharePoint folders for the VIP program including a library of reusable assets for onboarding, EP guidance sessions, and strategy sessions.
Job Requirements:
- BA/BS degree with a strong academic record; two to three years in a professional client-facing role preferred.
- The ability and willingness to actively engage with senior colleagues, such as executive partners, and C-level clients.
- Strong communication and presentations skills.
- Interest in client or account management.
- Extremely professional presence.
- Highly collaborative and eager to build strong partnerships across functional teams.
- Strong time and project management skills.
- Demonstrates creative problem-solving and intellectual curiosity.
- Proactive and self-directive.
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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