VP, Executive Partner – Customer Experience

This is a fully remote position, open to applicants in Illinois, +3 more states.

📋 Description

• Act as a strategic business consultant to VIP leader clients by offering guidance, challenging their perspectives, coaching them, and delivering actionable insights on their activities and outputs.

• Proactively engage clients to grasp their key initiatives and assist in achieving defined business objectives.

• Develop and sustain client engagement strategies that facilitate the continuous delivery of value to clients.

• Collaborate with account executives and customer success teams to guarantee a seamless, professional, and proactive account management experience that provides impactful research and advice.

• Directly contribute to Forrester’s business objectives, such as enhancing client satisfaction and retention, enriching accounts, and securing new bookings (both within existing accounts and for new clients).

• Foster strong relationships with various Forrester functions, including other research teams, consulting, and data analytics, engaging with and representing all strategic resources Forrester offers to clients.

• Support Forrester’s sales team, including participating in proof-of-concept discussions with potential clients.

• Engage actively in research ideation and content planning as a thought partner and collaborator with research teams, particularly to advocate for the most urgent priorities of CX and digital executives.

⛳️ Requirements

• A minimum of 15 years of demonstrated experience in senior CX and/or digital or consumer marketing leadership positions, directly accountable for customer experience (as a CXO or a direct report to a C-level executive).

• Experience in client service roles with executives from large multinational organizations.

• Deep understanding of CX and digital best practices, along with the challenges encountered by these professionals across various industries (experience in financial services and healthcare is a plus).

• Proven ability to work effectively across functions (e.g., marketing, digital, CX, product) to implement customer-centric practices that foster growth.

• A professional demeanor capable of making positive impressions with C-suite executives through all communication channels.

• Strong skills in collaboration, partnership, and influence — maximizing the potential of collaborative relationships; keeping stakeholders informed; and influencing and partnering to ensure success.

• Embody Forrester’s core values of client focus, collaboration, courage, integrity, and quality.

• Exceptional presentation skills.

🏝️ Benefits

• Bonus target: 15%

• Professional development opportunities