Client Success Executive

Lever, Inc.; New York (NY); Hybrid; USD 65,000 - 70,000; Full time

Job summary

WGSN is seeking a Client Services Administrator to support the North America team with outstanding administrative and operational support, driving client retention and engagement.

You will manage a portfolio of strategic partnerships, collaborate with product/tech, and strive to improve processes while maintaining high service standards.

Qualifications

• At least 2 years in a Client Success role.
• C-level communication skills.
• Experience with Salesforce and Google Suite.
• Service-focused with strong attention to detail.
• Excellent presentation and organizational skills.
• Collaborative with diverse client base.

Responsibilities

• Service a portfolio of Strategic and Enterprise partnerships for NAM, managing risk and growth opportunities.
• Exceed client expectations with best-in-class service and engagement.
• Meet monthly and quarterly KPIs for retention; partner with Strategic Account Managers.
• Resolve client issues with 24-hour follow-up.
• Stay up-to-date on WGSN products and lead product knowledge in the team.
• Provide customer feedback to internal teams/stakeholders.

Skills

C-level comms

Salesforce

Google Suite

Attention to detail

Presentation skills

Organizational skills

Interpersonal skills

Product design cycle

Team collaboration

Adaptability

Job description

The role

We're looking for a strong Client Services Executive to join our NAM team and become an integral part of our Client Services function.

Salary range - $65,000 - $70,000.

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 Services Administrator to be responsible for providing outstanding administrative and operational support to the WGSN Client Services, North America team. This role will be reporting to the Manager of Client Services, North America and will play a vital role in improving efficiency, client engagement and driving retention across the WGSN NAM portfolio.

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

• Service a portfolio of Strategic and Enterprise partnerships for WGSN NAM, managing risk, identifying growth opportunities, create service account plans and perform educational sessions for retention purposes
• Exceed the expectations of our clients by showing best in class service and implement best practices to drive engagement for retention purposes
• Ensure monthly and quarterly KPIs are met in line with the business’s retention rate
  Form a partnership with the Strategic Account Managers to anticipate risk, create mitigations and growth strategies for retention and reinforce the business’s value proposition among set of users and accounts
• Resolve client issues on a case-by-case basis and proactively follow-up with clients to ensure needs are met within 24 hours
• Be proactive on client needs by staying up-to-date on all WGSN products and services and be a leader within your team on product knowledge
• 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: educational sessions, outgoing calls, customized outreach based on client needs and conduct weekly/monthly usage monitoring to create risk mitigation strategies to ensure retention goals are met
• Responsible for the adoption of WGSN’s tool within NAM client base
• Puts forth new ideas for engagement, strategizes on creative ways for outgoing client communication and daily upkeep of internal records and communication via CRM tools
• Identify improvements to current processes that improve client services’ ability to provide outstanding client support
• Coach peers proactively in the NAM CS department to create skill lift that drive client growth/retention and contribute to overall team success; act as a team leader
• 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

• At least 2 years of experience in a Client Success role
• C-level communication skills
• Must have experience with Salesforce and Google Suite
• Applies understanding of how Client Success reinforces value and growth through the delivery of an exceptional service and engagement; is service-focused
• Strong attention to detail, excellent presentation and organizational skills required
• Exceptional communication and collaboration 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
• Understanding of the product 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.
• Understanding of the design cycle, exposure to retail, lifestyle trends or creative industries is needed

$65,000 - $70,000 a year

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 net zero by 2030.

Recognising great performance

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.