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Customer Success Specialist

Company: Forrester
Location: Nashville
Posted on: September 17, 2020

Job Description:

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:The Customer Success Specialist delivers high-level service to our clients and supports internal Forrester needs. This includes (but not limited to) assisting in reporting analysis and other client-related projects; resolving technical or functionality issues, access problems, and issues with the use of our electronic products; and answering general questions about Forrester. Through this constant contact, the Customer Success Specialist provides feedback on the experience with our products and with Forrester in general.Handle service request routing and fulfillment for assigned clients, including research and analyst inquiries, briefings, basic website support and troubleshooting, and webinar registrations.Be proficient on all types of Forrester electronic products, such as the Forrester website, Forrester apps, the intranet, and the CRM system.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 teams, and analysts to provide clients with timely responses to questions and meet defined service-level objectives.Identify relevant Forrester research for inquiries. Clarify research requests to identify the most appropriate published content to answer 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.Be available to support client needs and technical issues through various communication channels (email and phone).One to three years of work experience in a professional setting focused on customer service.Background in providing high-quality customer service and in troubleshooting for internal or external clients.Skills in using the Salesforce CRM system and/or other CRM systems.A proven track record in prioritizing and managing multiple projects and meeting deadlines.Demonstrable achievement of results in a collaborative, fast-paced environment.History of working in an energetic, fast-paced environment and collaborating with other departments to achieve results as a high-performing, interdependent team.Successful navigation of business processes.A high degree of organization and a proficiency in leveraging internal systems.Explore #ForresterLife on:YouTubeTwitterFacebookInstagramLinkedInGlassdoor 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.

Keywords: Forrester, Nashville , Customer Success Specialist, Other , Nashville, Tennessee

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