Nicole Lillie Email and Phone Number

As a member of Forrester’s Customer Success organization, I am responsible for the value delivered to Forrester’s largest clients. As a Customer Success Manager, I orchestrate the customer journey through proactive engagement strategies. I guide Forrester’s premier user clients to their desired outcomes, while driving great value in their partnership with Forrester. Monitoring the health of customer relationships allows me to predict and navigate customer challenges, offering solutions that drive satisfaction, retention and lead to additional enrichment opportunities.

 Train and support new Account Development Managers by creating resources to overcome challenges and develop best practices Manage and engage in the ADM Peer Partners Program as a coach and resource for new hires  Work alongside managers and ADM team to help develop content for team meetings and trainings Act as a resource for the larger ADM team to help strategize and organize their day to day internal and client facing activities Promote customer satisfaction and loyalty by demonstrating an understanding of customers’ critical business issues and delivering products and services that help clients meet their business objectives Identify and qualify new business opportunities and move them through the sales process  Collaborate with Account Director and global ecosystem to formulate account strategies that drive client engagement, retention and growth Maintain quality relationships to retain clients and win referrals to new contacts within the account Act as a client advocate internally at Forrester and a strategic partner to clients and stakeholders Track account activity and pipeline information in Salesforce.com Create client engagement plans to ensure each client leverages the tools and resources available  Align appropriate Analysts and Research to users and stakeholders Compile strategic analysis of account health regularly to confirm we are delivering value and allowing the relationship to progress

Forrester is a global research and advisory firm with an established presence in North America, Europe, Asia Pacific and South America. At Forrester, we work with business and technology leaders to develop customer-obsessed strategies that drive growth. Forrester is the only advisory firm that supports leaders across marketing and technology roles with integrated research and tools, data-driven insights into consumers and businesses, custom consulting, events, and peer executive programs. Aligned by role, we provide relevant, objective, and timely solutions from thought leading analysts.My role is to develop, cultivate, and manage relationships within $1 billion-plus accounts. Promote customer satisfaction and loyalty by demonstrating an understanding of customers’ critical business issues and delivering products and services that help clients meet their business objectives Identify and qualify new business opportunities and move them through the sales process Collaborate with Account Director and global ecosystem to formulate account strategies that drive client engagement, retention and growth Maintain quality relationships to retain clients and win referrals to new contacts within the account Understand the changing business and technology issues facing Forrester’s client base Communicate effectively in writing and via the telephone with clients, prospects and colleagues  Track account activity and pipeline information in Salesforce.com Create PowerPoint presentations for meetings to demonstrate the value Forrester brings to the table Walk clients through the tools they have access to on Forrester.com Pull research content, schedule analyst phone calls and advisory days for clients and prospects

Hollister is the premier relationship driven placement firm committed to providing a values based experience. Hollister listens and guides candidates to their next great career opportunity and provides clients with top talent to meet their business goals. We specialize in the placement of contract and direct hire Administrative, IT, HR, Creative Services/Marketing and Accounting/Finance professionals.- Proactively recruit candidates for HR and Administrative roles in various industries such as Consulting, Higher Education, Healthcare, Financial Services, etc.- Manage full cycle recruiting which includes the following: posting positions on job boards such as Monster, Indeed, LinkedIn, Craig’s list, etc.; processing I-9’s and tax information; coordinating and conducting in person interviews (on average 20 per week); assessing candidate potential and completing reference checks; updating candidate information and explaining benefits to temporary employees; checking in with clients and candidates throughout the contract - Provide customer service to our clients and develop new business relationships; act as an account manager to oversee existing business and ensure clients are happy with our services; visit clients at their office and introduce colleagues of mine from other teams that can add value to their company; if there are any problems I pick up the phone and schedule a meeting to resolve the issue; ask for feedback on myself and the serve they are being provided to improve their experience with myself and Hollister- Act as a consultant and educate clients and candidates on the current market; have real conversations using a consultative approach in order to better serve the client and their needs

Lead self-defense cardio workoutsProvide nutrition information

Administer drug tests Document current client informationEvaluate client progressCreate payment spread sheetsConduct prisoner intakesVarious specialized assignments for the Chief of Probation

Communicated with constituents on their various interests or concernsAttended seminars in which senators, representatives, and other government officials spoke to interns on various topicsManaged contact information sheets for each town containing information about the police department, fire department, senior center, selectmen, and school boardResearched information the senator could use in hearings or to respond to his constituentsUpdated contacts in Microsoft Outlook

Managed instillation and ongoing support for three major accounts Analyzed data and billed accountsAnswered phone calls and emails Utilized Microsoft Outlook to maintain calendar and contacts