Shashank Chaudhary

I approach customer success with a curious and open-minded perspective, always seeking to understand and champion client needs. My assertive yet patient and empathetic style allows me to build strong relationships, proactively identify opportunities, and drive mutual growth with an ambitious spirit.

Experience

Customer Success Specialist I

Forrester Research · Feb 2025 – Present

Not yet confirmed

• Manage a portfolio of B2B enterprise clients, driving customer engagement, adoption, and long-term value realization from Forrester's research and advisory SaaS-based subscription solutions.
• Act as a trusted customer advocate by partnering with stakeholders to align platform usage with strategic business goals and desired outcomes.
• Coordinate analyst inquiry calls, guidance sessions, and advisory engagements while ensuring seamless scheduling, execution, and follow-up actions.
• Monitor customer health, engagement trends, and utilization metrics to identify growth opportunities and mitigate retention risks.
• Deliver proactive outreach campaigns to increase product adoption, platform awareness, and customer satisfaction.
• Collaborate with Sales, Research, Product, and Support teams to resolve customer challenges and improve the overall client experience.
• Support renewal and retention initiatives through relationship management, value demonstration, and executive stakeholder engagement.
• Ensure compliance with service level agreements (SLAs), maintain accurate CRM documentation, and contribute to operational excellence.

Contact Centre Associate

Webhelp · Feb 2023 – Oct 2023

Not yet confirmed

• Supported UK customers for Sainsbury's Nectar loyalty program.
• Resolved account, rewards, card-linking, and membership-related issues while maintaining high service quality and customer satisfaction.
• Managed customer interactions through CRM systems and adhered to operational KPIs.

Senior Customer Service Representative

Tauras Technologies · Oct 2020 – Oct 2022

Not yet confirmed

• Delivered customer support for US Telecom operations.
• Assisted customers with activation, billing, plan modifications, troubleshooting, and service escalations.
• Improved customer experience through timely issue resolution and accurate account management.

I

Senior Customer Service Representative

Ienergizer · Jun 2016 – Aug 2019

Not yet confirmed

• Supported Credit One Bank customers across credit card servicing, fraud reporting, disputes, transactions, and account maintenance.
• Maintained compliance with banking regulations, security standards, and quality requirements while handling high-volume interactions.