Customer Success Specialist II
Customer Success Specialist II
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Job Description
At Forrester were trusted to work on trailblazing mission critical problems that business and technology leaders face today. Thats why were always looking to empower talented individuals to perform at their best every single day. Were proud of our community of smart people and vibrant voices who come together to do whats 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.
*This role will begin as remote work from home and over time will shift to inoffice MondayFriday.
Shift hours will be 4:30pm1:30am.
New hire onboarding will be conducted in Forresters Delhi office for the first 5 weeks.
ABOUT THE ROLE:
The Customer Success Specialist II is a member of Forresters customer success organization. The CSS is responsible for delivering highlevel service to our clients and supporting our clients needs. This includes (but is not limited to) balancing servicelevel objectives while communicating client requests with internal stakeholders to best identify how to assist the client. This constant contact enables the Customer Success Specialist II to provide feedback on the experience with the products of the client.
JOB DESCRIPTION:
Handles the routing and fulfilment of cases for assigned clients including research requests analyst inquiry guidance sessions and briefings.
Provides support to ensure the largest impact on client satisfaction is achieved and efficiencies in servicing the account are maximized.
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.
Works closely with other specialists account team and analysts to provide clients with timely responses to questions and meet defined servicelevel agreements (SLAs).
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.
Understands Forrester product lines research content and analyst coverage areas to effectively align client requests and questions with the most relevant analyst and product.
Be available to support client needs through various communication channels (email and phone).
Tracks all requests and correspondence in Forresters CRM database.
JOB REQUIREMENTS:
Experience in working in a professional setting focused on customer service
Experience in providing highquality customer service and troubleshooting to/with internal and external clients.
Experience with Salesforce CRM and/or other CRM systems will be added advantage.
Proven track record of prioritizing and managing multiple projects and meeting deadlines.
Experience in working in a highenergy fastpaced environment and collaborating with other functions to achieve results as a highperforming interdependent team.
Experience successfully navigating business processes and applying a high attention to detail in quality of work
Minimum requirement of a Bachelors degree.
A high degree of proficiency in leveraging internal systems.
Should be a selfstarter and highly motivated to work both independently and collaboratively within a team.
A successful candidate is an avid learner and has strong problemsolving skills
Excellent written and spoken English skills.
Were a network of knowledge and experience leading to richer fuller careers. Here were always learning. Whether you want to hone your strengths or discover new ones Forrester is the place to go for it. Its a place where everyone is given the tools support and runway they need to go far. Well be right there beside you every step of the way.
Lets 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 Forresters recruitment process. If you would like to discuss a reasonable accommodation please reach out to.
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 employers 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 Forresters 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: Forresters 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.
Required Experience:
Unclear Seniority
Employment Type
Full-Time
