Client Success Executive

WGSN•Baltimore, MD

13d•Hybrid

About The Position

WGSN is seeking a Client Success Executive to join its North America team and provide client services across its Strategic and Enterprise partnerships. The position supports client engagement, retention, account growth, and adoption of WGSN tools and services. It works in partnership with Strategic Account Managers and internal product and technology teams, and reports to the Manager of Client Services, North America. WGSN is a global consumer trend forecasting company whose services include consumer insights, beauty, consumer technology, fashion, interiors, lifestyle, food and drink forecasting, data analytics, and expert advisory. The role is part of the Client Success team within the North American sales team. The position requires managing client needs and risks, delivering educational and engagement activities, resolving issues, monitoring usage, and contributing to team performance and process improvements.

Requirements

At least 2 years of experience in a Client Success role.
C-level communication skills.
Experience with Salesforce and Google Suite.
Understanding of how Client Success reinforces value and growth through exceptional service and engagement; service-focused approach.
Strong attention to detail, presentation skills, and organizational skills.
Exceptional communication and collaboration skills, including the ability to work with a diverse client base and apply best practices to a high standard in line with business SLAs.
Understanding of the design cycle.
Excellent interpersonal skills, adaptability, a positive attitude, willingness to go the extra mile, and professionalism.

Nice To Haves

Exposure to retail, lifestyle trends, or creative industries is strongly desirable.

Responsibilities

Manage a portfolio of Strategic and Enterprise partnerships in North America, identifying risks and growth opportunities, creating service account plans, and providing educational sessions to support retention.
Deliver high-quality client service and implement best practices that drive client engagement and retention.
Meet monthly and quarterly KPIs aligned with the business’s retention rate.
Partner with Strategic Account Managers to anticipate risks, develop mitigation and growth strategies, and reinforce WGSN’s value proposition with users and accounts.
Resolve client issues individually and proactively follow up to ensure client needs are met within 24 hours.
Maintain current knowledge of WGSN products and services and serve as a team resource for product knowledge.
Coordinate with product and technology departments on user testing of new products and enhancements, and relay customer feedback to internal teams and stakeholders.
Engage subscribers through educational sessions, outgoing calls, customized outreach, and weekly or monthly usage monitoring to demonstrate product value, maximize return on investment, and support retention goals.
Drive adoption of WGSN tools among North American clients.
Develop ideas for client engagement and communication, and maintain internal records and communications using CRM tools.
Identify process improvements that strengthen client support.
Proactively coach peers in the North America Client Services department, contribute to team skill development, and act as a team leader.
Work within tight time scales as needed.

Benefits

15 days of paid vacation per year, with an additional day for each year of service up to 20 days.
12 observed Federal holidays.
6 weeks of paid parental leave.
401(k) retirement savings plan with a company match of 50% of the first 6% contributed by employees.
Dental and vision plans.
Health care coverage.
Life insurance, AD&D, and short- and long-term disability coverage at no cost to eligible employees.
Mental health resources, including an Employee Assistance Program and access to inpatient, outpatient, and virtual care for employees enrolled in an Anthem medical plan.
Flexible benefits that employees can tailor to personal needs.
Flexible, hybrid, and agile working arrangements; full remote working is not offered.