Client Operations Specialist
4 weeks ago
About This Role:As a member of Forrester’s customer success services organization, the Client Operations Specialist is responsible for the value delivered to Forrester’s biggest clients. The successful candidate for this role 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.
Job Description:Support internal client activities, alerting customer success specialists of time-sensitive matters related to their client’s cases.Accurately track incoming client volume, ensuring new requests are appropriately assigned within the aligned service levels.Ensure all analyst interaction sessions were successfully completed and delivered to clients without any incident.Work closely with other coordinator(s), colleagues, and research teams to provide clients with timely communications.Track all client-related requests in Forrester's customer relationship management (CRM) database.Troubleshoot technical issues for our clients or internal employees.Support ad hoc projects related to customer success services as needed.
Job Requirements:The ability to work from 6:30 p.m. to 3:30 a.m. IST.A minimum of BA or BS degree, with a strong track record of academic achievement.Experience with Outlook as an email and scheduling platform is a plus.Experience with Salesforce CRM tool is a plus.Attention to detail and the ability to meet deadlines.Proven track record of working effectively with other colleagues to support shared responsibilities.Excellent customer service skills, with the ability to prioritize and manage multiple request types.The ability to think, plan, innovate, and execute resourcefully.The ability to function effectively in a fast-paced and dynamic environment.
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.
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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 Forrester’s recruitment process. If you would like to discuss a reasonable accommodation, please reach out to
Data ProtectionThe 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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