Client Success Coordinator

WGSN • New York, NY

40d • Onsite

About The Position

We're looking for a Client Success Coordinator to join our team in North America and become an integral part of our Client Services function. This is an office-based role out of our New York or LA office. 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 Success Coordinator to support the needs of WGSN's clients by ensuring that they have a positive experience throughout their entire subscription period. The main role of the Client Success Coordinator is to help maximize WGSN clients’ and end-users’ experience through the flawless execution of first-class client support. You will be joining this integral team where support, learning and team spirit will allow you to settle comfortably into the role.

Requirements

• 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
• 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
• Excellent interpersonal skills, adaptability, positive attitude, ability to go the extra mile & professionalism
• Previous Client Service experience is highly desirable

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

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.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed
• Number of Employees: 501-1,000 employees