Customer Success Specialist

Job Locations US-TN-Nashville | US-MA-Cambridge | US-NC-Charlotte | US-PA-Philadelphia | US-GA-Atlanta | US-IL-Chicago
Customer Success

Job Description

  • Handles the routing and fulfillment of cases for assigned clients including research inquiry, analyst inquiry, briefings, troubleshooting basic website support, and webinar registrations.
  • 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 objectives (SLOs).
  • 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.
  • Develops expertise across Forrester’s business technology (BT) and marketing and strategy (M&S) research areas as well as our SiriusDecisions research.
  • Understands research content and analyst coverage areas to effectively align client questions with the most relevant analyst.
  • Tracks all requests and correspondence in Forrester's CRM database.


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