The Role
Support and retain WGSN clients by delivering first-class service: resolve inquiries via helpdesk and live chat, partner with account teams on retention strategies, monitor usage and KPIs, proactively engage subscribers, provide product feedback to internal teams, and maintain CRM records to drive engagement and value.
Summary Generated by Built In
The role
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.
Base salary range - $53,761 - $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 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.
The team
We have a high performing team who are diverse and based all over the US. The Client Success 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 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
What we offer
Our benefits and wellbeing package offers flexible benefits you can tailor to your own personal needs, including:
- 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.
More about WGSN
WGSN is the global authority on consumer trend forecasting.
We help brands around the world create the right products at the right time for tomorrow’s consumer.
Our values
We Are Everywhere
The future is everything, it happens everywhere. WGSN is the world-leading forecaster because we track and analyse consumer behaviours, product innovation, design and creativity, everywhere.
We Are Future Focused
We utilise our global resources and intelligence to research, source and analyse quantitative and qualitative data to produce our forecasts. Everything we do is focused on working with our customers to create a successful and positive tomorrow.
We Are Rigorous
We source, review and assess quantitative and qualitative data to produce robust, actionable forecasts. To provide credible insights and design solutions for our clients, it is essential that rigour runs through everything we do.
Our culture
An inclusive culture is one of our key priorities. We want our people to truly be themselves and thrive. We love having a diverse team of people who bring new ideas, different strengths and perspectives & reflect the global audience we work with.
Inclusive workforce
We are committed to supporting the environment and sustainability, including ensuring our pension plan defaults to sustainable options and striving to be net zero by 2030.
Recognising great performance is a key part of our culture. Our Awards schemes recognise and reward the brilliant achievements of our people.
We offer a flexible working environment with a wide range of flexible, hybrid and agile working arrangements. Conversations about flexible working have always been—and will continue to be—actively encouraged here, but we do not offer full remote working.
We want to ensure everyone has the opportunity to perform their best when interviewing, so if you require any reasonable adjustments that would make you more comfortable during the process, please let us know so that we can do our best to support you.
A Note for Applicants
We use AI to help our team screen applications and identify candidates whose skills and experience match the role. This technology removes personal information to promote a fair and unbiased process. We believe this tool helps us find the best talent while maintaining transparency and fairness.
A Note for Recruiters
Thank you so much for your interest in working with us at WGSN! Our internal Talent Acquisition team takes care of all our recruitment efforts. When we need some extra help, we partner with agencies on our Preferred Supplier List (PSL) that truly understand our business, culture and ways of working together. Since we focus on these established partnerships, we’re unable to respond to unsolicited contacts or CVs from outside our PSL. But don’t worry! If we decide to explore new partnerships, we’ll be sure to reach out.
Skills Required
- Service-focused understanding of how Client Services reinforces value and growth
- Strong attention to detail and excellent organizational skills
- Exceptional communication and collaboration skills; ability to work with diverse clients and meet SLAs
- Experience using CRM systems (such as Salesforce)
- Familiarity with Google Analytics
- Understanding of the design cycle and exposure to retail, lifestyle trends or creative industries
- Excellent interpersonal skills, adaptability, professionalism, and willingness to go the extra mile
- Previous client service experience
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The Company
What We Do
WGSN is the global authority on consumer trend forecasting. We help brands around the world create the right products at the right time for tomorrow’s consumer. 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.
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