While this role is not open at this time, we are actively identifying and engaging with high-quality candidates in anticipation of future openings. This posting allows us to get to know potential talent, understand the market, and move quickly when timing aligns. 

Candidates who apply may be contacted for an exploratory conversation or kept in mind for upcoming opportunities. 

About the Role & Team

Amplify your career with the world's most recognized leader in IT research and advisory services. The Senior Customer Service On-Demand Specialist will be the frontline for IDC's customer experience, ensuring our valued customers are supported and assisted throughout their IDC journey. This role is ideal for a candidate passionate about customer success, as it also focuses on assisting IDC account teams with client needs and strategic support. It is a highly visible, fast-paced position that plays a core part in IDC’s global strategy.

What You’ll Do

• Client Partnership: Analyze client requests and quickly determine the best resolution using appropriate internal resources.

• Relationship Building: Deepen client relationships through effective onboarding, quarterly check-in calls, and proactive outreach across an assigned account base.

• Real-Time Support: Support IDC customers via real-time chat during local office hours (9:00 AM – 5:30 PM).

• Systems Expertise: Maintain a firm grasp of internal systems, accounts, and escalation procedures for various customer needs.

• Knowledge Management: Stay updated on IDC products, services, coverage areas, and basic market inquiry trends.

• Collaboration: Work across teams, business groups, and management levels to support internal colleagues with research and scheduling needs.

What You Bring

• Bachelor’s degree (required, preferably in IT, Business, or Library Sciences).

• 5–7 years of experience in Customer Success or an academic library environment.

• Impressive communication abilities and strong organizational skills.

• Ability to manage multiple tasks concurrently in a dynamic environment.

• Experience working with technology suppliers or enterprise technology buyers.

• Proficiency with AI tools (including ChatGPT and others).

• A passion for technology and comfort with an innovative, changing environment.

• Proficiency in written and spoken English.

Why This Role Stands Out

At IDC, customer success is at the core of our strategy. This role is a key part of how we deliver high-value outcomes to the world's leading IT vendors. You will join a collaborative and entrepreneurial culture where your passion for customer experience is not only expected but highly appreciated. As part of a globally respected brand recognized as the IIAR Analyst Firm of the Year for five consecutive years, you will work in an international environment that fosters growth and innovation.

What We Offer

• Individualized Culture: An environment where we prioritize an individual approach, allowing you to explore new areas and stay engaged with work you enjoy.

• Globally Respected Firm: A position in a highly professional market research and advisory firm, where initiative leading to results is rewarded.

Equal Opportunity Employer

IDC is committed to providing equal employment opportunities for all qualified persons. Employment eligibility verification required. We participate in E-Verify.