• Customer Success Specialist

    Job Locations US-MA-Cambridge | US-TN-Nashville | US-Homeworker | US-CT-Wilton
    Customer Success
  • Overview

    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 is a member of the customer success organization and delivers a high level of service to our clients. This role requires supporting internal Forrester needs. This includes (but is not limited to) assisting in reporting analysis and other client-related projects; resolving technical or functionality issues, access problems, and use of our electronic products; and answering general questions about Forrester. This constant contact enables the Customer Success Specialist to provide feedback on the experience with our products and with Forrester as a whole.


    • Route and fulfill service requests for assigned clients, including research inquiries, analyst inquiries, briefings, troubleshooting and basic website support, and webinar registrations.
    • Be an expert on all types of Forrester electronic products, such as the Forrester website, Forrester apps, the intranet, and 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 professional work experience with customer service.
    • Experience in providing high-quality customer service and troubleshooting skills to internal or external clients.
    • Experience 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.
    • Experience of working in a high-energy, fast-paced environment and of 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.

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    FLSA Status:



    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.


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