Client Success Executive

Overview

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. This is an office-based role out of our New York or LA office. Salary range - $57,388.00 - $70,000.00

Together, we create tomorrow

A career with WGSN is fast-paced, exciting and full of opportunities to grow and develop. We are a team of consumer and design trend forecasters, content creators, designers, data analysts, advisory consultants and 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.

We are looking for a Client Services Administrator to provide outstanding administrative and operational support to the WGSN Client Services, North America team. This role reports 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.

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

• Service a portfolio of Strategic and Enterprise partnerships for WGSN NAM, managing risk, identifying growth opportunities, creating service account plans and performing educational sessions for retention purposes
• Exceed the expectations of our clients by delivering best-in-class service and implementing best practices to drive engagement for retention purposes
• Ensure monthly and quarterly KPIs are met in line with the business’s retention rate
• Partner with the Strategic Account Managers to anticipate risk, create mitigations and growth strategies for retention and reinforce the business’s value proposition among a 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 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 maximises our client’s return on investment through educational sessions, outreach based on client needs and 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
• Propose new ideas for engagement, strategize 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 the client services’ ability to provide outstanding support
• Coach peers proactively in the NAM CS department to drive client growth/retention and contribute to overall team success; act as a team leader
• Operate with tight time scales as needed
• This list is not exhaustive and there may be other activities you are required to deliver.

• At least 2 years of experience in a Client Success role
• Confident communicating with C-Suite executives
• 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
• Exceptional communication and collaboration with the ability to work within a diverse client base to ensure best practices are applied with…