Shashank Chaudhary

Customer Success and Client Relationship professional with 5+ years of experience across SaaS, B2B research advisory, US Banking, Telecom, and Customer Support environments. Proven track record of driving customer engagement, adoption, retention, stakeholder management, and service excellence. Experienced in managing customer lifecycles, coordinating cross-functional teams, supporting strategic client objectives, and delivering measurable business outcomes through proactive account management and customer advocacy.

Customer Success Specialist I at Forrester Research (2025-02 – Present)

• 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 at Webhelp (2023-02 – 2023-10)

• 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 at Tauras Technologies (2020-10 – 2022-10)

• 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.

Senior Customer Service Representative at Ienergizer (2016-06 – 2019-08)

• 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.

10th (ICSE) (2012)

12th (NIOS Commerce) (2014)