Forrester Research, Inc. Cambridge , MA 02138
Fuel your intellectual curiosity and professional growth. Forrester is an idea company, where smart, motivated, curious people bring a diversity of opinions and the courage of their convictions to collaborate on ideas that change the course of business. Most of all, bring a point of view; here, every voice has value. At Forrester, you'll work with innovative clients at emerging and established brands; these are the business and technology leaders we inspire and who inspire us. The Forrester experience is built on a singular, powerful purpose: to challenge thinking and lead change.
About This Role:
Join an exciting and fast-paced startup within an established company and strong brand. Forrester's newest product, CX Certification, offers clients a dynamic digital learning experience to help fuel their customer experience (CX) transformations. This first-of-its-kind experience of Forrester's IP is the first of many planned products in a new training and certification product family. The Course Advisor is the master of client experience as the face of course engagement; a partner in product strategy as the first addition to a growing team; and a business development guru as a product SME. The Course Advisor gains firsthand product management experience reporting to the vice president of training and certification programs.
Bring your passion for customer experience to bear in leading and facilitating the CX Foundations course experience. This includes managing enrollments and onboarding, engaging with learners in the platform, managing learner communication, reviewing submitted coursework, and providing fast and effective learner support.
Drive product satisfaction and growth through high engagement and consistent levels of course completion.
Understand the learner journey and "moments that matter," and help design experience improvements that delight.
Serve as the internal go-to for CX Foundations, including being responsible for sales education and proof of concept calls with clients as well as representing the product needs in the internal ecosystem.
Deliver insights based on course analytics, satisfaction surveys, and raw customer feedback.
Build lasting passion for lifelong learning in our clients by employing adult learning principles for the most effective course experience possible.
Partner with the research and product teams to develop an in-depth understanding of course content.
Develop and maintain strong, collaborative relationships with internal Forrester teams, including
sales, marketing, research, and technology.
Candidates for this role have:
Customer obsession above all else.
A high get-it-done quotient, including willingness to stretch as needed (in work schedule and abilities).
A keen eye for service and experience design.
Desire to create delightful, individualized learning experiences.
A growth mindset.
A bias to action and a passion for continuous improvement.
Discipline to be autonomous.
Superior written and verbal communication skills that require minimal editing.
Ability to quickly synthesize new information in a way that inspires senior-level clients' confidence.
Additional necessary skills include:
A strong track record of academic achievement; B.A. or B.S. degree minimum and five years in a professional client-facing role.
Project management skills, including attention to detail, task management, and the ability to prioritize with minimal supervision.
Comfortable working under pressure in a fast-paced environment.
Demonstrated client relationship management experience.
Previous experience with design thinking or product strategy and development a plus.
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Forrester Research, Inc. is an Equal Opportunity/Affirmative Action Employer that is committed to equal employment opportunity for all qualified individuals without regard to race, color, religion, national origin, ancestry, sex, age, disability, sexual orientation, gender identity and expression, marital status, genetic information, military service, veteran status, or any other status protected by applicable law. Minorities, Women, Individuals with Disabilities, and Veterans are especially encouraged to apply.