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.
*This role will begin as remote, work from home, and over time with shift to in-office
About This Role:
Forrester’s Client Operations Specialist is responsible for the value delivered to our biggest clients as part of the customer success services organization. This role supports the customer journey through efficient service and ensures 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
Track accurately incoming client volume, ensuring new requests are appropriately assigned within the aligned service levels
Ensure all analyst interaction sessions are 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 any technical issues for clients or internal employees
Support ad hoc projects related to customer success services as needed
Job Requirements:
A BA or BS degree and strong academic record
Hands-on experience with Outlook (for email and scheduling) and Salesforce CRM tool is a plus
Keen attention to detail and deadlines
Effective work collaboration with colleagues to support shared responsibilities
Excellent customer service skills; success in prioritizing and managing multiple request types in a fast-paced, dynamic environment
Resourceful thinking, planning, innovation, and execution
The ability to work from 8:30pm IST to 5:30am IST
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.
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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 accommodationrequest@forrester.com.
Data Protection
The 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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