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:

　　The Customer Success Specialist II 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.

　　Job Description:

　　Handles the routing and fulfillment 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.

　　Tracks all requests and correspondence in Forrester’s CRM database.

　　Job Requirements:

　　Two 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 with 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.

　　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:

　　Instagram (http://www.instagram.com/ForresterLife)

　　LinkedIn

　　Glassdoor (http://www.glassdoor.com/Overview/Working-at-Forrester-Research-EI_IE6443.11,29.htm)

　　FLSA Status:

　　Non-Exempt

　　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 [email protected] .

　　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.

　　At Forrester, we’re bold. We make big moves, transform businesses, and define the future. We’re the people who challenge, who innovate, who dare to discover. We’re a community of smart people and vibrant voices coming together to do what’s right by our clients and each other. Our success is driven by curiosity, courage, and customer obsession. Here you can be bold at work. Join us and build an extraordinary future.

　　With you, we’re not just bold. We’re bold, together.