Customer Success Specialist I

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 Shift hours will be 5 30pm-2 30am remote New hire on-boarding will be conducted in Forrester s Delhi office for the first 5 weeks from 8 30 am to 5 30 pm IST Person to be based in Delhi NCR only ABOUT THE ROLE The Customer Success Specialist is a member of Forrester s customer success organization The Customer Success Specialist is responsible for delivering high-level service to our clients and supporting our client s needs This includes but is not limited to balancing service-level objectives while communicating client requests with internal stakeholders to best identify how to assist the client This constant contact enables the Customer Success Specialist to provide feedback on the experience with the products of the client JOB DESCRIPTION Handles the routing and fulfilment of cases for assigned clients including research requests analyst inquiry guidance sessions and briefings 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 agreements SLAs 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 Understands Forrester product lines research content and analyst coverage areas to effectively align client requests and questions with the most relevant analyst and product Be available to support client needs through various communication channels email and phone Tracks all requests and correspondence in Forrester s CRM database JOB REQUIREMENTS Experience in working in a professional setting focused on customer service Experience in providing high-quality customer service and troubleshooting to with internal and external clients Experience with Salesforce CRM and or other CRM systems will be added advantage 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 Experience successfully navigating business processes and applying a high attention to detail in quality of work Minimum requirement of a Bachelor s degree A high degree of proficiency in leveraging internal systems Should be a self-starter and highly motivated to work both independently and collaboratively within a team A successful candidate is an avid learner and has strong problem-solving skills Excellent written and spoken English skills 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 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