Customer Success Specialist
1 month ago
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:
**Job Description**:
- Handle the routing and fulfillment of service requests for assigned clients including research inquiry, analyst inquiry, briefings, troubleshooting basic website support, and webinar registrations.- Provide support to ensure the largest impact on client satisfaction is achieved and efficiencies in servicing the account are maximized.- Operate 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.- Work closely with other specialists, account team, and analysts to provide clients with timely responses to questions and meet defined service-level objectives (SLOs).- Identify relevant Forrester research for client inquiries. Work with clients to clarify research requests in order to identify the most appropriate published content to support a business problem.- Understand research content and analyst coverage areas to effectively align client questions with the most relevant analyst.- Track all requests and correspondence in Forrester’s CRM database.
Job Requirements:
- Experience within a professional setting, with a focus on customer service.- Experience in providing high-quality customer service and troubleshooting skills to internal or external clients.- Experience with the Salesforce CRM and/or other CRM systems.- Proven track record of prioritizing and managing multiple projects and meeting deadlines.- The ability to work in a high-energy, fast-paced environment and collaborate with other functions to achieve results as a high-performing, interdependent team.- Successful navigation of business processes.- Demonstrated a high degree of organization and proficiency in leveraging internal systems.- Proficiency in Italian, French, or German is a bonus.
- 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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