Client Success Executive

The role

We're looking for a strong Client Services Executive to join our NAM team and become an integral part of our Client Services function.

Working at WGSN
Together, we create tomorrow

A career with WGSN is fast-paced, exciting and full of opportunities to grow and develop. We're a team of consumer and design trend forecasters, content creators, designers, data analysts, advisory consultants and much more, united by a common goal: to create tomorrow.

WGSN's trusted consumer and design forecasts power outstanding product design, enabling our customers to create a better future. Our services cover consumer insights, beauty, consumer tech, fashion, interiors, lifestyle, food and drink forecasting, data analytics and expert advisory. If you are an expert in your field, we want to hear from you.  

Role overview

We are looking for a Client Services Administrator to be responsible for providing outstanding administrative and operational support to the WGSN Client Services, North America team.  This role will be reporting to the Manager of Client Services, North America and will play a vital role in improving efficiency, client engagement and driving retention across the WGSN NAM portfolio.

The team

We have a high performing team who are diverse and based all over the US. The Client Success team works within the North American sales team. The team has worked incredibly hard over the past year to achieve outstanding results. They are true winners!

You will be joining this integral team where support, learning and team spirit will allow you to settle comfortably into the role.

Key accountabilities

• Service a portfolio of Strategic and Enterprise partnerships for WGSN NAM, managing risk, identifying growth opportunities, create service account plans and perform educational sessions for retention purposes
• Exceed the expectations of our clients by showing best in class service and implement best practices to drive engagement for retention purposes
• Ensure monthly and quarterly KPIs are met in line with the business’s retention rate
  Form a partnership with the Strategic Account Managers to anticipate risk, create mitigations and growth strategies for retention and reinforce the business’s value proposition among set of users and accounts
• Resolve client issues on a case-by-case basis and proactively follow-up with clients to ensure needs are met within 24 hours
• Be proactive on client needs by staying up-to-date on all WGSN products and services and be a leader within your team on product knowledge
• Liaise with our product and technology departments on user testing of new products and enhancements; provide customer feedback to internal teams/stakeholders by different means
• Proactively engage with subscribers to demonstrate the value of WGSN’s products and services, provide support that maximise our client’s return on investment by way of: educational sessions, outgoing calls, customized outreach based on client needs and conduct weekly/monthly usage monitoring to create risk mitigation strategies to ensure retention goals are met
• Responsible for the adoption of WGSN’s tool within NAM client base
• Puts forth new ideas for engagement, strategizes on creative ways for outgoing client communication and daily upkeep of internal records and communication via CRM tools    
• Identify improvements to current processes that improve client services’ ability to provide outstanding client support
• Coach peers proactively in the NAM CS department to create skill lift that drive client growth/retention and contribute to overall team success; act as a team leader
• Tight time scales as needed

• At least 2 years of experience in a Client Success role
• C-level communication skills
• Must have experience with Salesforce and Google Suite
• Applies understanding of how Client Success reinforces value and growth through the delivery of an exceptional service and engagement; is service-focused
• Strong attention to detail, excellent presentation and organizational skills required
• Exceptional communication and collaboration with the ability to work within a diverse client base to ensure best practices are applied with a high standard in line with business SLA’s
• Understanding of the product design cycle, exposure to retail, lifestyle trends or creative industries is strongly desirable
• Excellent interpersonal skills, adaptability, positive attitude, ability to go the extra mile & professionalism.
• Understanding of the design cycle, exposure to retail, lifestyle trends or creative industries is needed