Forrester Customer Success Specialist in London, United Kingdom
Fuel your intellectual curiosity and professional growth. Forrester is an idea company, where smart, motivated, curious people bring a diversity of opinions and the courage of their convictions to collaborate on ideas that change the course of business. Most of all, bring a point of view; here, every voice has value. At Forrester, you’ll work with innovative clients at emerging and established brands; these are the business and technology leaders we inspire and who inspire us. The Forrester experience is built on a singular, powerful purpose: to challenge thinking and lead change.
About This Role:
As a member of Forrester’s Customer Success organization, you are responsible for the value delivered to Forrester’s largest clients. As a Customer Success Specialist, you will support the customer journey through efficient service. You will provide support to ensure the largest impact on client satisfaction is achieved and efficiencies in servicing the account are maximized
Handles the routing and fulfillment of Service requests for assigned clients including Research Inquiry, Analyst Inquiry, Briefings, troubleshooting basic website support and webinar registrations.
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.
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.
Develop expertise across Forrester’s business technology (BT) and marketing and strategy (M&S) research areas. 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.
Experience working in a professional setting (1-3 years) focused on customer service.
Experience providing high quality customer service and troubleshooting skills (to internal or external clients.)
Experience using the Salesforce CRM and/or other CRM systems.
Proven track record of prioritizing and managing multiple projects and meeting deadlines.
Has achieved 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, inter-dependent team.
Successful navigation of business processes.
Demonstrated a high degree of organization and proficiency leveraging internal systems.
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Forrester Research is an equal opportunity employer and is committed to providing a work
environment that is free from all forms of discrimination, including sexual harassment.
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