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About This Role:
As a member of Forrester’s digital customer success team, this individual is responsible for executing digital engagement strategies to help customers achieve their desired outcomes. The ideal candidate is customer-oriented with great project management and written communication skills. The primary responsibility of this individual will be to orchestrate customer journeys that not only meet but exceed our clients’ expectations, leveraging a deep understanding of digital marketing tools and data analytics to foster long-term customer success.
Job Description:
Salesforce Marketing Cloud (SFMC):
Architect and refine customer journeys and automations, ensuring a seamless and impactful customer experience from onboarding through to retention.
Oversee data extensions and audience segmentation, employing a strategic approach to manage and utilize customer data effectively.
Implement and ensure the accuracy of email content personalization and dynamic content logic, delivering tailored communications to different customer segments.
Monitor, analyze, and report on campaign performance and engagement metrics, using insights to continuously optimize digital engagement strategies.
Salesforce Service Cloud:
Lead initiatives to maintain data hygiene across customer records and related objects, ensuring the integrity and accuracy of customer data.
Collaborate with customer success (CS) and operations teams to ensure critical fields are populated and structured correctly, optimizing the use of customer data.
Facilitate the troubleshooting and optimization of integrations between Service Cloud and Marketing Cloud, enhancing data flow and operational efficiency.
Reporting And Insights:
Develop and maintain dashboards and reports for campaign, journey, and overall performance metrics, providing visibility into the success of digital engagement efforts.
Work closely with CS leadership to define, track, and analyze key performance indicators (KPIs) (e.g., engagement, onboarding, retention), leveraging data to drive strategic decisions.
Surface actionable insights to improve digital customer touchpoints and operational efficiency, fostering a culture of continuous improvement.
Job Requirements:
At least two-plus years of hands-on experience with Salesforce Marketing Cloud, including proficiency with Journey Builder, Email Studio, and Automation Studio.
Familiarity with Salesforce Service Cloud or similar CRM data structures, with a strong understanding of data management principles.
A solid grasp of marketing automation, data segmentation, and email marketing best practices, with an analytical mindset for data interpretation.
Bonus: experience with SQL, AMPscript, or similar marketing scripting languages, enhancing the ability to deliver personalized and dynamic content.
Exceptional attention to detail and proven ability to manage multiple projects simultaneously, prioritizing tasks to meet deadlines and achieve goals.
Please note that the base salary range indicated here is inclusive of all applicable US geographies listed in this requisition. This salary range is based upon the position as described in the job listing. The offered compensation may vary within this range and is dependent upon the successful candidate’s primary work location, experience, training, education, and credentials.
Base salary range: $75,000 - $136,000
For information on benefits, please visit: https://forresterbenefits.com/
The application deadline is June 30, 2025. Please refer to the job posting on Forrester.com careers page if the deadline has been extended
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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FLSA Status:
ExemptHere at Forrester, we welcome people from all backgrounds and perspectives. Our aim is for all candidates to be able to fully participate in Forrester’s recruitment process. If you would like to discuss a reasonable accommodation, please reach out to [email protected].
Forrester Research, Inc. is an Equal Employment Opportunity Employer. As a federal contractor, Forrester encourages veterans and individuals with disabilities to apply for employment.
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