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:
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:
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Support internal client activities, alerting customer success specialists of time-sensitive matters related to their client’s cases
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Track accurately incoming client volume, ensuring new requests are appropriately assigned within the aligned service levels
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Ensure all analyst interaction sessions are successfully completed and delivered to clients without any incident
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Work closely with other coordinator(s), colleagues, and research teams to provide clients with timely communications
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Track all client-related requests in Forrester’s customer relationship management (CRM) database
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Troubleshoot any technical issues for clients or internal employees
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Support ad hoc projects related to customer success services as needed
Job Requirements:
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A BA or BS degree and strong academic record
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Hands-on experience with Outlook (for email and scheduling) and Salesforce CRM tool is a plus
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Keen attention to detail and deadlines
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Effective work collaboration with colleagues to support shared responsibilities
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Excellent customer service skills; success in prioritizing and managing multiple request types in a fast-paced, dynamic environment
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Resourceful thinking, planning, innovation, and execution
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 [email protected].
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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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What We Do
Forrester is one of the most influential research and advisory firms in the world. We help business and technology leaders use customer obsession to accelerate growth by putting their customers at the center of their leadership, strategy, and operations. Through Forrester’s proprietary research, consulting, and events, leaders from around the globe are empowered to be bold at work — to navigate change and chart new paths. Our unique insights are grounded in annual surveys of more than 675,000 consumers, business leaders, and technology leaders worldwide; rigorous and objective methodologies, including Forrester Wave™ evaluations; over 52 million real-time feedback votes; and the shared wisdom of our clients
