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 THE ROLE:
The Customer Success Specialist is a member of Forrester’s customer success organization. The Customer Success Specialist is responsible for delivering high-level service to our clients and supporting our client’s needs. This includes (but is not limited to) balancing service-level objectives while communicating client requests with internal stakeholders to best identify how to assist the client. This constant contact enables the Customer Success Specialist to provide feedback on the experience with the products of the client.
JOB DESCRIPTION:
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Handles the routing and fulfilment of cases for assigned clients including research requests, analyst inquiry, guidance sessions, and briefings.
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Provides support to ensure the largest impact on client satisfaction is achieved and efficiencies in servicing the account are maximized.
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Operates fluently across multiple internal systems and processes to deliver the most important information in an organized, focused, and clear way to clients and internal stakeholders.
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Works closely with other specialists, account team, and analysts to provide clients with timely responses to questions and meet defined service-level agreements (SLAs).
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Identifies relevant Forrester research for client inquiries and works with clients to clarify research requests in order to identify the most appropriate published content to support a business problem.
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Understands Forrester product lines, research content, and analyst coverage areas to effectively align client requests and questions with the most relevant analyst and product.
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Be available to support client needs through various communication channels (email and phone).
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Tracks all requests and correspondence in Forrester’s CRM database.
JOB REQUIREMENTS:
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Experience in working in a professional setting focused on customer service
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Experience in providing high-quality customer service and troubleshooting to/with internal and external clients.
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Experience with Salesforce CRM and/or other CRM systems will be added advantage.
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Proven track record of prioritizing and managing multiple projects and meeting deadlines.
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Experience in working in a high-energy, fast-paced environment and collaborating with other functions to achieve results as a high-performing, interdependent team.
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Experience successfully navigating business processes and applying a high attention to detail in quality of work
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Minimum requirement of a Bachelor’s degree.
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A high degree of proficiency in leveraging internal systems.
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Should be a self-starter and highly motivated to work both independently and collaboratively within a team.
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A successful candidate is an avid learner and has strong problem-solving skills
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Excellent written and spoken English skills.
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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Here 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].
Data Protection
The information provided by you in this application will be used for the purposes of recruitment and, for successful applicants only, for personnel administration and management purposes and to comply with the employer’s obligations regarding the retention of employee records. If your application is unsuccessful, Forrester Research, Inc., its subsidiaries, affiliates, and/or service providers (collectively “Forrester”) will retain your personal information on secure file solely to consider you for future recruitment opportunities.
By submitting your resume/CV, you consent to Forrester’s retention of the information provided on a secure file for personnel administration and management purposes and/or in order to consider you for future employment opportunities and to the transfer of the information provided to: Forrester’s offices in the US and other countries outside the European Economic Area; and Service providers engaged by Forrester for the purposes of processing applications for employment who may be located outside the European Economic Area.
