Client Success Coordinator

The role

We're looking for a strong Client Services Coordinator to join our team in North America and become an integral part of our Client Services function.

Salary range - $55,000 - $65,000.

Working at WGSN

Together, we create tomorrow

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

Role overview

We are looking for a Client Service 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 Service Coordinator is to help maximize WGSN clients’ and end-users’ experience through the flawless execution of first-class client support.

The team

We have a high performing team who are diverse and based all over the US. The client services team works within the North American sales team. The team has worked incredibly hard over the past year to achieve outstanding results. They are true winners!

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

Key accountabilities

• 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

This list is not exhaustive and there may be other activities you are required to deliver.

Skills, experience & qualifications required

• Applies 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