The Client Success Specialist collaborates with clients and the Account Management team to enhance product engagement, support user needs, and identify growth opportunities.
The role
We are looking to hire a Client Success Specialist (German, Italian or Spanish speaking) to join our Client Success team in London.
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
The Client Success Specialist works with the Account Management team to ensure that our clients understand and use our portfolio of products. Working in partnership with the AM team, the CS role is to ensure that customers get tangible value from our service. Having a commercial approach in each engagement with our clients, the Client Service Specialist should be able to identify upsell opportunities whilst focusing on Volume retention at all times.
The team
The Client Success team is the lynchpin between our commercial and content teams. With a commercial mindset we partner with the Account Management team to bring our information to life, sharing the expertise that we have on our content.
As a group of people we are based across Europe, with the majority based in London, speaking 7 languages between us. We are incredibly passionate about our brand and how impactful it can be to help our clients, meaning we always go the extra mile. As a result, we are an ultra high-achieving team, continually pushing the boundaries of what is expected in our role, which has led us to achieve outstanding results over the last few years - and a few company accolades along the way.
Key accountabilities
- Exceed KPI targets aimed at increasing user engagement with our services
- Follow our Customer Journeys for Onboarding, Maintain, Growth and Rescue to maintain and grow the relationship by regular contact with users to understand their drivers, requirements and challenges to advise on how our service can help them
- Follow up on all customer requests in a timely manner
- Arrange & deliver interactive workshop meetings with clients tailored to their needs to ensure that we are integrated into their business processes and that we consistently add value
- Partner with the Account Manager(s) to collaborate on account plans for all accounts, with a specific focus on growth and rescue accounts
- Keep up to date with all developments in our range of products and services and ensure you are an expert in all aspects of everything we do
- Monitor the active user report alongside mapped account information to ensure that all users are engaged with the best content for them. Use this mapping to find new opportunities within the current user base and beyond.
This list is not exhaustive and there may be other activities you are required to deliver.
Skills, experience & qualifications required
- Truly exceptional customer service experience ideally within Fashion
- Thrives in a fast-paced environment and must be comfortable making a high volume of calls and email contacts daily
- Experience with Microsoft/Google suite is essential; Salesforce preferable
- Applies an understanding of how Client Services reinforces value and growth through the delivery of an exceptional service and engagement; is service-focused but always brings a commercial mindset to grow their book of business
- Strong attention to detail, excellent presentation and organisational skills.
- Exceptional communication and collaboration with the ability to work within a diverse client base, in line with business SLA’s.
- An understanding of the product design cycle, exposure to retail, lifestyle trends or creative industries is strongly desirable.
- Excellent interpersonal skills, adaptability and ability to go the extra mile
- A positive and professional attitude
Top Skills
Google Suite
Microsoft Suite
Salesforce
WGSN London, England Office
15 Air Street, London, United Kingdom, W1B 5
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