Digital Customer Success Operations Specialist

Forrester

Chicago, IL

Full Time

Mid Level

75k-136k

17 days ago

Job Description

About the Role

As a member of Forrester's digital customer success team, this individual is responsible for executing digital engagement strategies to help customers achieve their desired outcomes. The ideal candidate is customer-oriented with great project management and written communication skills. The primary responsibility of this individual will be to orchestrate customer journeys that not only meet but exceed our clients' expectations, leveraging a deep understanding of digital marketing tools and data analytics to foster long-term customer success.

Key Responsibilities

Architect and refine customer journeys and automations in Salesforce Marketing Cloud, ensuring a seamless and impactful customer experience from onboarding through to retention.
Oversee data extensions and audience segmentation, employing a strategic approach to manage and utilize customer data effectively.
Implement and ensure the accuracy of email content personalization and dynamic content logic, delivering tailored communications to different customer segments.
Monitor, analyze, and report on campaign performance and engagement metrics, using insights to continuously optimize digital engagement strategies.
Lead initiatives to maintain data hygiene across customer records and related objects in Salesforce Service Cloud, ensuring data integrity and accuracy.
Collaborate with customer success and operations teams to ensure critical fields are populated and structured correctly, optimizing customer data use.
Facilitate troubleshooting and optimization of integrations between Service Cloud and Marketing Cloud to enhance data flow and operational efficiency.
Develop and maintain dashboards and reports for campaign, journey, and overall performance metrics.
Work closely with CS leadership to define, track, and analyze KPIs such as engagement, onboarding, and retention.
Surface actionable insights to improve digital customer touchpoints and operational efficiency, fostering continuous improvement.

Requirements

At least two-plus years of hands-on experience with Salesforce Marketing Cloud, including proficiency with Journey Builder, Email Studio, and Automation Studio.
Familiarity with Salesforce Service Cloud or similar CRM data structures, with a strong understanding of data management principles.
A solid grasp of marketing automation, data segmentation, and email marketing best practices, with an analytical mindset for data interpretation.
Bonus: experience with SQL, AMPscript, or similar marketing scripting languages to deliver personalized and dynamic content.
Exceptional attention to detail and proven ability to manage multiple projects simultaneously, prioritizing tasks to meet deadlines and achieve goals.

Nice to Have

Experience with SQL, AMPscript, or similar marketing scripting languages.

Qualifications

Experience with Salesforce Marketing Cloud (Journey Builder, Email Studio, Automation Studio).
Familiarity with Salesforce Service Cloud or similar CRM data structures.

Benefits & Perks

Information on benefits can be found at: https://forresterbenefits.com/

Working at Forrester

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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