- Handle the routing and fulfillment of cases for assigned clients including research requests, analyst inquiry, guidance sessions, briefings, and troubleshooting basic website support.
- 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.
- Collaborate 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 research requests. Work with clients in clarifying research requests to identify the most appropriate published content to support a business problem.
- Develop expertise across Forrester's offerings. Understand analyst coverage areas/research content to effectively align client questions with the most relevant analyst.
- Track all requests and correspondence in Forrester's CRM database.
- One to three years' professional work experience focused on customer service.
- History of providing high-quality customer service and troubleshooting to internal or external clients.
- Background in the Salesforce CRM and/or other CRM systems.
- Success in:
- Prioritizing and managing multiple projects and meeting deadlines.
- Achieving results in a collaborative, fast-paced environment.
- Working in a high-energy, fast-paced environment and collaborating with other functions to achieve results as a high-performing, interdependent team.
- Navigating business processes.
- Demonstrating a high degree of organization and proficiency in leveraging internal systems.
Customer Success Specialist - Delhi, India - Forrester
Description
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:
As a member of Forrester's Customer Success organization, the Customer Success Specialist delivers value to our largest clients by supporting the customer journey toward achieving maximum client satisfaction and account service efficiency.
Job Description:
Job Requirements:
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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