Customer Success Specialist

3 weeks ago

Singapur, Singapore Forrester Research, Inc. Full time

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: 

  • 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. 

Job Requirements: 

  • 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. 

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. 

Explore #ForresterLife on:

Here at Forrester, we welcome people from all backgrounds and perspectives. Our aim is for all candidates to be able to fully participate in Forrester’s 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 employer’s 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 Forrester’s 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: Forrester’s 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.

 

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