Customer Success Associate, Feedbacknow

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:
Switzerland-based Customer Success Associate for FeedbackNow helps the customer success manager address the needs of our FBN clients in EMEA, from onboarding to account management, data analysis, and installations for the FBN solution. This role works with other members of the team and ensures end-to-end client success. Success in this position requires a strong client orientation and a commitment to immediate action and client satisfaction.

**Job Description**:

- Strengthen the relationship with client post-sale by deeply embedding into the accounts to drive high engagement.
- Offer product expertise with continual assistance for additional training, analysis on the product’s data collection, and drive renewals or upsell opportunities.
- Align with the client executive on the account strategy. Set regular meetings to discuss account health, engagement levels, and potential new growth opportunities.
- Leverage support of the ecosystem. Ensure that the largest impact on client engagement and value is delivered in servicing the account.
- Onboard new clients. Serve as the primary contact for data analysis and FeedbackNow products.
- Provide in-depth data analysis to assist clients’ business decision-making process. Maximize customer satisfaction for airports, convention centers, and other industries, to be utilized in progressing larger contracts or renewals.
- Test and develop new aspects within the customer data portal and client training documents with a focus on amplifying business growth potential and maintaining brand standards.
- Liaise with the relevant teams to manage the preparation and shipping of equipment deliveries for abroad clients.
- Execute shipments on time. Follow appropriate steps for bookkeeping and stock management.
- Support sales team with product
- and use-case collateral.
- Run admin tasks (basic accounting, customs documents).

Job Requirements:

- A bachelor’s degree or equivalent experience.
- A strong client orientation; commitment to immediate action and client satisfaction.
- Strong interpersonal communication (written, phone, or in person) and presentation skills.
- Spoken and written fluency in French and English; language proficiency in German is a plus.
- Proficiency with PowerPoint and Excel.
- Sharp analysis and sense of punctuality and organization.
- A versatile, pragmatic individual with rigorous and meticulous work ethic and hands-on mentality.
- A driver’s license and the ability to travel locally and abroad.
- 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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