Client Success Executive

WGSN • Florida, FL

3d • Hybrid

About The Position

WGSN is seeking a client services professional to join its North America team and provide administrative and operational support to the Client Services function. The role supports the efficiency, client engagement, and retention of the WGSN North America portfolio, serving Strategic and Enterprise partnerships and working closely with Strategic Account Managers. It reports to the Manager of Client Services, North America.

The position focuses on providing outstanding client service, supporting product adoption, demonstrating the value of WGSN’s products and services, and meeting retention goals. It also involves collaboration with internal product and technology teams, maintaining client records in CRM tools, and helping peers develop skills. The role may include other activities, as the listed responsibilities are not exhaustive.

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, excellent 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 and exposure to retail, lifestyle trends, or creative industries.
• Excellent interpersonal skills, adaptability, a positive attitude, willingness to go the extra mile, and professionalism.

Nice To Haves

• Understanding of the product design cycle and exposure to retail, lifestyle trends, or creative industries are described as strongly desirable; the posting also lists understanding of the design cycle and exposure to these areas as needed.

Responsibilities

• Service a portfolio of Strategic and Enterprise partnerships in WGSN North America, managing risk, identifying growth opportunities, creating service account plans, and conducting educational sessions for retention.
• Exceed client expectations through high-quality service and implement best practices to increase engagement and retention.
• Meet monthly and quarterly KPIs in line with the business’s retention rate.
• Partner with Strategic Account Managers to anticipate risks, develop mitigations and growth strategies, and reinforce WGSN’s value proposition among users and accounts.
• Resolve client issues on a case-by-case basis and proactively follow up to ensure client needs are met within 24 hours.
• Stay current on WGSN products and services, proactively address client needs, and serve as a team resource for product knowledge.
• Coordinate with product and technology departments on user testing of new products and enhancements, and provide customer feedback to internal teams and stakeholders.
• Engage subscribers through educational sessions, outgoing calls, and customized outreach; monitor usage weekly or monthly and develop risk mitigation strategies to meet retention goals and maximize client return on investment.
• Drive adoption of WGSN’s tools across the North America client base.
• Suggest engagement ideas and creative client communications, 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, build team skills that support client growth and retention, and contribute as a team leader.
• Work to tight time scales as needed.

Benefits

• 15 days of 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 50% match on 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 care access, including an Employee Assistance Program and inpatient, outpatient, and virtual care for employees enrolled in an Anthem medical plan; the EAP is available to all permanent staff regardless of benefit elections.
• Flexible, hybrid, and agile working arrangements.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed