Jalad Sharma

Customer Success Specialist Ii @Forrester

Delhi, IN

Handling the routing and fulfilment of cases for assigned clients, C level Executives including research requests, analyst inquiry, guidance sessions, and briefings.Providing support to ensure the largest impact on client satisfaction is achieved and efficiencies in servicing the account are maximized.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 team, and analysts to provide clients with timely responses to questions and meet defined service-level agreements (SLAs).Identify relevant Forrester research for client inquiries and work with clients to clarify research requests in order to identify the most appropriate published content to support a business problem.Understanding Forrester product lines, research content, and analyst coverage areas to effectively align client requests and questions with the most relevant analyst and product.Support client needs through various communication channels (email and phone).Track all requests and correspondence in Forrester’s CRM database.

Aligarh Muslim University

Diploma in Engineering, Mechanical

Uttar Pradesh Technical University

Bachelor of Technology (B.Tech.), Mechanical Engineering