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Forrester Customer Success Specialist in Cambridge, Massachusetts

Our job is to be bold at work.

It starts with an insatiable curiosity about clients, colleagues, and the future. At Forrester, we believe curiosity powers progress. Forresterites bring a diversity of opinions and the courage of their convictions to collaborate on the ideas and initiatives that change the course of business. As a trusted advisor to the most influential companies in the world, we live at the nexus of what’s next.

About This Role:

The Customer Success Specialist is a member of Forrester’s customer success organization and is responsible for the value delivered to Forrester’s largest clients. The successful candidate will support the customer journey through efficient service and 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 cases 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.

  • Works closely with other specialists, account team, and analysts to provide clients with timely responses to questions and meet defined service-level objectives (SLOs).

  • 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.

  • Develops expertise across Forrester’s business technology (BT) and marketing and strategy (M&S) research areas as well as our SiriusDecisions research.

  • Understands research content and analyst coverage areas to effectively align client questions with the most relevant analyst.

  • Tracks all requests and correspondence in Forrester's CRM database.

  • One to three years of experience in working in a professional setting focused on customer service.

  • Experience in providing high-quality customer service (to internal or external clients).

  • Troubleshooting skills.

  • Experience in using the Salesforce CRM and/or other CRM systems.

  • Proven track record of prioritizing and managing multiple projects and meeting deadlines.

  • Experience in working in a high-energy, fast-paced environment and collaborating with other functions to achieve results as a high-performing, interdependent team.

  • Successful navigation of business processes.

  • A high degree of organization and proficiency in leveraging internal systems.

  • Fluency in a European language is advantageous.

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FLSA Status:

Non-Exempt

Forrester Research, Inc. is an Equal Opportunity/Affirmative Action Employer that is committed to equal employment opportunity for all qualified individuals without regard to race, color, religion, national origin, ancestry, sex, age, disability, sexual orientation, gender identity and expression, marital status, genetic information, military service, veteran status, or any other status protected by applicable law. Minorities, Women, Individuals with Disabilities, and Veterans are especially encouraged to apply.

External Company URL: www.forrester.com

Street: 60 Acorn Park Drive

Post End Date: 4/30/2021

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