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WGSN · 2 hours ago

Client Success Coordinator

New York, NY

Full-time

Onsite

New Grad, Entry Level

$54K/yr - $65K/yr

WGSN is a leading consumer trend forecasting company seeking a Client Success Coordinator to join their North American team. The role focuses on maximizing client experience through effective support and engagement strategies throughout their subscription period.

FashionLifestyleRetail

Culture & Values

Hiring Manager

Julio Santos

Responsibilities

Exceed the expectations of our clients by showing best in class service and implement best practices to drive engagement for retention purposes

Form partnership with dedicated Account Team to create strategies for risk mitigation and reinforce the business’s value proposition among set of users and accounts

Ensure quarterly KPIs are met in line with the business’s retention rate

Resolve client issues on a case-by-case basis and proactively follow-up with clients to ensure needs are met and assist with inbound client queries via the WGSN Helpdesk and Live Chat

Anticipate client needs by staying up-to-date on all WGSN products and services

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: customized outreach based on client needs, schedule client meetings, conduct weekly usage monitoring and ensure percentage of active users maintain or grow MoM/YoY

Puts forth new ideas for engagement, strategizes on creative ways for outgoing client communication and daily upkeep of internal records via CRM tool

Tight time scales as needed

Qualification

Client Services understandingCRM systems experienceGoogle AnalyticsDesign cycle understandingExceptional communicationOrganizational skillsInterpersonal skillsPositive attitudeAdaptability

Required

Applies an understanding of how Client Services reinforces value and growth through the delivery of an exceptional service and engagement; is service-focused

Strong attention to detail and excellent organizational skills required

Exceptional communication and collaboration skills 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

Excellent interpersonal skills, adaptability, positive attitude, ability to go the extra mile & professionalism

Preferred

Experience using CRM systems (such as Salesforce), Google Analytics is preferable

Understanding of the design cycle, exposure to retail, lifestyle trends or creative industries is strongly desirable

Previous Client Service experience is highly desirable

Benefits

Paid Time Off – 15 days of vacation per year with an additional day for each year of service up to 20 days. WGSN also observes the 12 Federal holidays. We also offer 6 weeks of paid Parental Leave

401(k) Retirement Savings Plan – allows employees to save and invest for their own retirement on a tax deferred basis. WGSN matches 50% of the first 6% contributed by employees

Dental and Vision plans with MetLife

Health Care with Anthem & Blue Cross Blue Shield

Life Insurance, AD&D, Short and Long-Term Disability - all eligible employees receive coverage at no cost through Metlife

Mental Health – WGSN provides many ways for employees to access mental health care including an Employee Assistance Program and inpatient, outpatient and virtual care if enrolled in an Anthem medical plan. Our EAP is available to all permanent staff, regardless of if you elect benefits